Esco group CRM presentation Philippe Moriau & Patrick
Polspoel jan 2014 Pierre Labb Vincent Vacca Franck Benoit Chantal
Dubois Vanessa Bourdelle Ruud vandenhoogen Martin Van Leeuwen E. De
Backer L. Philips K. Jeropkina Bart Vanderbist Gino Quackels Ludo
Degroef Stephan Huybrechts Km DE2272454km Persons73178km Cars
2908km CO 2 / km 140gr127kg Thanks for all participants to be here
Km FR2822564km Persons52820km Cars 21128km CO 2 / km 140gr158kg Km
NL1752350km Persons2700km Cars 1350km CO 2 / km 140gr49kg Km
BE44,8289,6km Persons3268,8km Cars 189,6km CO 2 / km 140gr13kg
Total km / person 6966,8km Total Co2 for this meeting 347kg Rolf
Hpfner Michael Gebhart Dieter Himioben Stephan von Malottki Frank
Mmerzheim Marco Patrick Haase Gregor Richter Slide 2 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014 CRM
presentation EFECO group Starting from the needs of Esco Drives Our
proposal to our sister companies Slide 3 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014 Do you
know the difference between a lead and an opportunity ? You : The
fisherman On your fishing rod : Your product The sea : your sales
territory Contacts Account Lead Lost Opportunity : Contact is not
interested Your happy customer Nemo Won Opportunity : you found
Nemo Found on website of : Slide 4 Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014 Think about the
difference between a lead and an opportunity as an evolving process
i.e. each lead needs to be qualified to an opportunity. There will
always be plenty of leads in your sales territory, but only few of
them will qualify to become real sales opportunity. So, what is the
difference between a CRM lead and an opportunity? A Lead is a
contact or an account with very little information. It could be
just a person who you might have met at a conference. You will need
to retrieve more information regarding this lead in order to create
(qualify) an opportunity in your sales pipeline. A old sales rule
says: If you have never contacted your contact, its a lead. An
Opportunity - is a contact or an account which has been qualified.
This person has entered into your buying cycle and is committed to
working with you. You have already contacted, called or met him and
know their needs or requirements. The old sales rule says: The
opportunity is a deal that you have the possibility to close! Found
on website of : Slide 5 Esco group CRM presentation Philippe Moriau
& Patrick Polspoel jan 2014 What is our goal ? We want to sell
more We want to organize our relation with our customers Lead
Prospect Customer We must organize prospection find leads,
transform them in prospects and finally in customers We want to
find more customers Slide 6 Esco group CRM presentation Philippe
Moriau & Patrick Polspoel jan 2014 We have ERP .!! Why CRM in
the Esco group ? Function of ERP -Order entry -Invoicing -Purchase
orders -Stock management -Warehouse management -Production
management -Financial management And what about .. Customers
Accounts Contacts Sales Sales report Quotation Marketing Actions to
customers Slide 7 Esco group CRM presentation Philippe Moriau &
Patrick Polspoel jan 2014 Important Definitions Accounts Contacts
Users / Group of users Activities Appointment Visit report
Quotation request Quotation Quotation follow up Activities adapted
by our IT team Slide 8 Esco group CRM presentation Philippe Moriau
& Patrick Polspoel jan 2014 Important Definitions Account
Contacts Users Owner Account : (Actually limited to ) Customers
Prospects Suppliers Contact : (Actually limited to) All persons
attached to an account User : Employee of Esco using CRM Owner :
(used for accounts and contacts) Employee of Esco responsible for
the contact or the account See on next slide for more . Slide 9
Esco group CRM presentation Philippe Moriau & Patrick Polspoel
jan 2014 Owner of account and contact Owner : (used for accounts
and contacts) Employee of Esco responsible for the contact or the
account B A CRM Rules for attributing Owners to accounts and
contacts Each account must have ONE and ONLY One owner Each contact
must have ONE and ONLY One owner Contacts from a same account can
have a different owner than the account At start of the system all
accounts and contacts are owned by CRM manager Slide 10 Esco group
CRM presentation Philippe Moriau & Patrick Polspoel jan 2014
Important Definitions : Activities Appointment Visit report
Quotation request Quotation Quotation follow up Activities adapted
by our IT team Standard CRM used activities Phone call Task E-mail
Slide 11 Esco group CRM presentation Philippe Moriau & Patrick
Polspoel jan 2014 Owner of activities Owner : (of activities)
Employee of Esco responsible for the activity created CRM Rules By
default the owner of the activity is the person that has created
the activity For an activity that must be executed by an other user
than the one that has introduced the new activity the owner must be
specified. Example : Appointment Visit report Quotation request
Quotation Quotation follow up Activities adapted by our IT team B A
B Appointment makes for Slide 12 Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014 Break Time Slide 13
Esco group CRM presentation Philippe Moriau & Patrick Polspoel
jan 2014 Organisation & Classification of accounts &
contacts in ERP What is missing ? No information about accounts
Importance of the account Type of account Activity of the account
Relation to the business units of the company What is also missing
? No information about the contacts Importance of the contact
Function and detailled function Relation to the business units of
the company Slide 14 Esco group CRM presentation Philippe Moriau
& Patrick Polspoel jan 2014 Organisation & Classification
of accounts & contacts in CRM Slide 15 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014 Other
usefull information about your account Delivery conditions,
discount and price lists Financial information of your account Open
payments, Open orders, Year Turnover Slide 16 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014 Also
visible in calendar Status : - Scheduled until Visit report is
finished - Completed when Visit report is finished Status : - Open
: until Visit report is finished and saved - Completed when Visit
report is finished and saved Status : - Open until quotation is
done - Completed when quotation is done Generate Change status
Status : - Open : when done and not yet followed - In progress :
when first time followed - Won : if customer has placed the order -
Lost : if lost => give reason of loss - Canceled : if project is
canceled (not lost for competition) Can amend status of quotation
follow up CRM flow chart Status : - Open : until action is
performed - Completed when action is performed by user Status : -
Open : until task is performed - Completed when task is performed
by user Can generate : - quotation request - amend status of
quotation follow up Can amend status of quotation follow up Slide
17 Esco group CRM presentation Philippe Moriau & Patrick
Polspoel jan 2014 Quotation flow chart 1 : Quotation with word
document Slide 18 Esco group CRM presentation Philippe Moriau &
Patrick Polspoel jan 2014 Quotation flow chart 2 : Quotation with
email from outlook Slide 19 Esco group CRM presentation Philippe
Moriau & Patrick Polspoel jan 2014 Lunch Time Slide 20 Esco
group CRM presentation Philippe Moriau & Patrick Polspoel jan
2014 Quotation using Microsoft Word CRM generates a Word document
thanks to the Xperido software How to fill in the products to quote
using word possibilities ? Those data are updated in the document
from CRM quotation activity Slide 21 Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014 Quotation using
Microsoft Word Use Word features to make Quotation faster Slide 22
Esco group CRM presentation Philippe Moriau & Patrick Polspoel
jan 2014 Quotation using Microsoft Word Use Word features to make
Quotation faster This text contains updatable fields Slide 23 Esco
group CRM presentation Philippe Moriau & Patrick Polspoel jan
2014 Quotation using Microsoft Word Use Word features to make
Quotation faster Prix Easy way to type in the price using autotext
feature from Word . F3 Type : F9 Update the fields The fields are
updated Slide 24 Esco group CRM presentation Philippe Moriau &
Patrick Polspoel jan 2014 Quotation using Microsoft Word Send your
quotation in pdf by mail using Word Slide 25 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word Use signature of Outlook to fill in
standard text for your mail Slide 26 Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014 Searching
information in CRM Dashboards : genenal overview of my activities
including graphs Activities : genenal overview of my activities :
what I have done but also what I have to do ! Slide 27 Esco group
CRM presentation Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM Accounts : gives a list of the
customers & prospects of the company Contacts : gives a list of
contacts Slide 28 Esco group CRM presentation Philippe Moriau &
Patrick Polspoel jan 2014 Searching information in CRM Search for
activities related to Slide 29 Esco group CRM presentation Philippe
Moriau & Patrick Polspoel jan 2014 Searching information in CRM
Search for activities with time frame Slide 30 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM Search for specific activities Slide
31 Esco group CRM presentation Philippe Moriau & Patrick
Polspoel jan 2014 Searching information in CRM Use filter as in
Excel Sort data as in Excel Export in Excel to manage your data
Show your prefered view Or define your personnal view Slide 32 Esco
group CRM presentation Philippe Moriau & Patrick Polspoel jan
2014 Use Pivot table To show quotation status Slide 33 Esco group
CRM presentation Philippe Moriau & Patrick Polspoel jan 2014
Use Pivot table To show quotation status : the result Choice the
quotation status Choice the owner Expand data for 1 account Show it
on a graph Slide 34 Esco group CRM presentation Philippe Moriau
& Patrick Polspoel jan 2014 Break Time Slide 35 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014 The
SharePoint software The Esco group use SharePoint to store and
access easily all the documents used in the company every day's
live. Actually following documents are stored in the SharePoint
automatically : Slide 36 Esco group CRM presentation Philippe
Moriau & Patrick Polspoel jan 2014 How is organize the
SharePoint software ? The SharePoint is organize as a file explorer
but with additional tags (metadata) to find easily documents.(You
can search as in Google) You can use it as a secure place to store,
organize, share, and access information from almost any device. All
you need is a web browser, such as Internet Explorer. Slide 37 Esco
group CRM presentation Philippe Moriau & Patrick Polspoel jan
2014 How is organize the SharePoint software ? For the activities
related to sales, we have made the choice to organize it per
business partner. One SharePoint site is created by Business
partner. So the best way to access the documents in the SharePoint
is via the list of accounts in the CRM. Slide 38 Esco group CRM
presentation Philippe Moriau & Patrick Polspoel jan 2014
Conclusions Slide 39 Esco group CRM presentation Philippe Moriau
& Patrick Polspoel jan 2014 What is running without too much
bugs and can be used by you directly ? Account and contact
management Appointment => Visit reports => Request of
quotation Quotation => Quotation follow up Management of
documents with the SharePoint program What is on test and will come
in year 2014 ? Link with outlook for accounts, contacts,
appointments and mail activities Expansion on mobile devices as PDA
and Tablet for remote operation More data extraction and marketing
tool Slide 40 Esco group CRM presentation Philippe Moriau &
Patrick Polspoel jan 2014 How to start in each company Roll off of
data from ERP to the CRM => done by Indian consultants Check if
the data are correctly translated => each company key users
Adaptation of minor lists as City code, Area code, Channel type,
Industry . => local key users Training of the employees based on
manual written by Esco Drives Esco Drives can assist for this
training in Dutch, French or English (sorry no German )
