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In This Issue
 
 
 
CRM applications are a key component to prioritizing and enhancing client relations, employee productivity and business profitability. This month, we challenge you to ask yourself -

Can you build customer loyalty without CRM?

CRM case studies are provided by LeGrandCRM, DonorPerfect and OasisCRM.

Looking for a solution to a QuickBooks problem?
We can save you weeks, even months of searching for the right solution to your Quick Books problem through our extensive contacts with add-on software developers.

 
Managerial Mentor

Customer Relationship Management (CRM) integrated with QuickBooks is a Powerful Tool 

Think about this. A customer calls. Right from the start of the call, they are provided with personalized automated information supplied by your CRM program.

They may be given special self-service options, addressed as a VIP customer and transferred to a short-term queue or identified as having recently placed an order and provided with information about that order.

Ideally, when personnel review the customers contact records, they will also have access to service and invoice history (not just a phone number) that allows them to identify up-sell opportunities, re-occuring service problems, or personal items, such as birthdays. 
 
Bottom line is this. One of the best ways to serve your customers is being able to provide the information they want when they want it. The key to this, might well be the integration of CRM with QuickBooks. 
 

Questions to ask yourself:

1. Does your marketing plan include a "personal touch"?

2. Could you use some help prioritizing your clients service needs?

 

Techno-Visor
Consider Boosting CRM Program with Interactive Voice Response (IVR):

IVR can operate on a stand-alone server-quality computer or on an existing PC so long as the system will always be up and running.  

Hardware/Software Requirements for IVR systems include:

 
1) Application Generator Software  
2) Audiotex and Voicemail
 
To get more than just a generic system, you should consider a starter kit. Most include a four line voice processing board plus VFEdit audio recording and editing software. It is also helpful if the kit includes a prompt-master telephone which will allow you to test your system without installing an extra telephone line. These kits run between $1500 and $1800.

If you are skilled in computer programming, you may want a scripting language application generator. These are computer programming languages designed for PC based voice processing.

A scripting language will give you the flexibility to design unique voice processing applications.
Case Study # 1 - Legrand CRM helps Top Shelf Handle Leads

Top Shelf Closets & Cabinetry, Morgantown, PA, started out providing simple wire shelving to their local market. During the past 20 years, they have greatly expanded both their product line and marketing area.

One of the biggest CRM problems Top Shelf encountered was the loss of leads as a result of using a manual paper system. Papers were sometimes misplaced during processing. And other CRM problems needed to be addressed.

Management sat down and made up a list of requirements for a whole new CRM system

Legrand CRM software provided the answer:

  • It tracks all sales leads

  • Schedules all designers' time

  • Makes certain all job components are completed on time

  • Tasks are readily assigned to staff members with priorities

  • Work in progress allows staff members and management to see at a glance the movement and status of projects

  • Installations are easily booked and tracked

As one management person commented, "Without the Legrand software, we would fall apart."
Case Study # 2 - DonorPerfect (by SofterWare Inc)

Moves Institute for Public Relations from Manual to High Tech
The Institute for Public Relations is an independent nonprofit organization that builds and documents research-based knowledge in public relations. During the year, they hold a number of special events and receive many donations.

The Problem
At one time, all finances, including special event registration, credit card processing and bookkeeping were kept on a physical general ledger. Hundreds of registration forms, credit card payments and donations had to be manually entered. The potential for error was great and the time required was enormous.

The Solution
The first step was to move all accounting activities to QuickBooks. However, this did not eliminate many of the time consuming chores associated with event planning, activities and the processing of donations.

SofterWare, Inc. stepped in with a program that they integrated with QuickBooks. It was called DonorPerfect. This program made fundraising efforts more efficient, from entering records and donation processing to reporting and analysis. It has also been valuable in streamlining event planning.

According to Michelle Hinson, Director of Development, "We're seeing an increase of over 100% in online donations and I no longer have tons of paper registrations and payments strewn everywhere. Instead of being a data entry clerk, I can now concentrate on real fundraising, development and revenue generation."
Case Study # 3 - OasisCRM Enables Alberta Printer to Provide Instant Response
 
The Problem
Alberta Printer sells printing equipment and supplies representing a wide range of brands. They also provide a full range of services and support to their over 3000 business customers.

Customers expect them to know instantly what equipment they have on site as well as all past and current support issues. Initially, this was handled by an off-the-shelf CRM software program. But not being tied in with their accounting program was creating problems.

The Solution
Oasis CRM stepped in with a fully integrated program which now allows Alberta Printer to follow a service ticket through to completion. And when work orders are complete they are automatically processed for billing purposes.

Some of the benefits included:

· Service staff can update and access customer information from any computer

· The integration between CRM and accounting eliminates double entries

· Efficiency is increased and response to customer needs are reduced

· Cost of managing accounts and providing personalized services has been lowered

As Helmut Rotter, Owner & Manager stated, "Oasis allows us to work off the same page. That improves efficiency and customer response capabilities, saving us money in account managing. We have a loyal customer base that we do good work for and this is one of the things that allows that."
Leaving You With A Little Humor


Bill Gates arrived at the Pearly Gates. St. Peter looked at him and shook his head. "I don't know what to do with you. You did help to put a computer in every home. But then you ended up creating those ghastly Windows. So I'm going to let you decide where you want to go.

"I'll allow you to take a brief peek at both Heaven and Hell. Then you decide. We'll start with Hell."

St. Peter raised his hand and Bill found himself on a clean, white sandy beach with clear blue waters. There were thousands of beautiful women around, playing in the water, laughing and frolicking. The sun was shining and the temperature was perfect.

"Wow", Bill said. "If this is Hell, I can't wait to see Heaven." A moment later Bill found himself in a beautiful blue sky with angels drifting about playing harps and singing. It was nice but not as enticing as Hell. So Bill announced his decision. "I think I would like to go to Hell."

A few weeks later, St. Peter decided to check up on him and see how he was doing. He found Bill shackled to a wall, screaming among the hot flames in a dark cave while being burned and tortured by demons.

When Bill saw St. Peter, he cried out to him, "This is awful! What
happened to the beach and the beautiful women playing in the water?"

"Oh, THAT!" said St. Peter. "That was the screen saver."

FREE TIPS

For our latest tips on setting up your chart of accounts so that you have the processing and reporting capabilities you need for these tough economic times, please refer to http://www.seeclearlyaccounting.com/22/index.html

While you are looking at the tips about your chart of accounts, if you are responsible for the accounting for an estate, you may want to read 22 of the Best Tips for Trust and Estate Accounting. This sets out how we do this work using QuickBooks, with a little help from Excel.