Brexit or not, the General Data Protection Regulations (GDPR) will apply in the UK from 25th May 2018

In brief, these regulations will strengthen our present data protection legislation, much of which is out of step with current technology and business practices. The aim is to ensure that individuals are protected from having their personal data disclosed, or used in a way that is not consistent with the business of the organisation that holds them.

The new regulations will place a greater burden on any organisation holding personal information in any form to demonstrate management accountability, as well as the methods used to control and protect the data it holds. For businesses where data is held as manual records and spreadsheets, ensuring GDPR compliance will potentially be a time consuming exercise.

However, for those businesses already running Sage CRM achieving and maintaining compliance is considerably easier. Sage CRM can help in the following ways:

  • controlling who has access to which data and for what purpose.
  • providing checks and alerts to ensure that relevant consents are received and recorded.
  • making data available either by request, or through a secure web portal for individuals to access and update their own information.
  • to demonstrate compliance with any 'forget' request or other communication.
  • easily making data available in an acceptable format for individuals who want to move their data from one controller to another.
  • helping to recognise any breach allowing the relevant authority to be notified promptly.

If you would like to find out how this would work for your business, please email This email address is being protected from spambots. You need JavaScript enabled to view it. or give us a call on 01444 810519 to talk through your specific requirements.

Whether you make just a few calls or have a substantial telemarketing activity, it is essential that the outbound calling process is handled efficiently with measurable results and timely follow-up.

Regardless of the type of business, making and recording the results from phone calls is a fundamental requirement. However, we speak with many businesses that struggle with some intricate and long-winded call handling methods which often involve keying information more than once, in addition to exporting and reimporting data.

Sage CRM has some powerful standard features that streamline the outbound calling process. Target groups can be easily created based on any data in CRM. Outbound calling campaigns can then be set up for any number of users, with a defined target number of calls per day. Personalised call scripts can be created that include merged information from CRM if required. So, for instance, if you are calling to renew a membership the expiry date and renewal cost can be included in the script for the user making the call.

In addition to scripts, custom fields can be set up to capture the response to any number of questions and comments. These can include selection lists and check-boxes that ensure consistent data capture to give meaningful campaign metrics.


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Sage CRM outbound call management is as relevant for sales people making a number of follow-up calls as it is for telesales teams who may be managing multiple campaigns simultaneously.

In addition to capturing responses, Sage CRM can also make the process of recording and scheduling follow-up calls easy, by providing short-cut actions for common outcomes. For instance, if a typical response to an out-of-office is to reschedule a call in 2 days (say), the whole process of completing and rescheduling the activity can be managed by a custom process actioned through a single click of an on-screen icon. This feature of Sage CRM is particularly useful for Salespeople who need to get through a series of follow-up calls as efficiently as possible.

Calls can be made by manual dialling. Alternatively, Sage CRM can be integrated with company telephone systems, VoIP and Skype to give one-click or automated dialling.

All calls made are recorded as communications against the relevant contact record. This allows other users to see when a contact has received a call and the outcome of this. It is also possible to run reports based on call responses and obtain metrics for caller efficiency such as number of calls made, number of successful contacts, leads and opportunities generated etc.

If you use an outsourced agency to make your calls, Sage CRM can be shared with them so that they can make calls directly onto your system. In this way you can control the calls made and can immediately see any responses. You can also monitor progress and avoid any rekeying or loss of important information.

If you are interested in finding out more about Sage CRM outbound calling and how this can benefit your business, then please get in touch with us.

LoriaMaps

Have you ever wondered where your most profitable clients were? Or perhaps you have salespeople that need to plan their calls or a team of service engineers that you need to track and manage.

Our new mapping module for Sage CRM provides a zoomable visual interface which displays the location of companies, contacts, opportunities, leads, cases and users. It can also be configured to show any custom entities such as buildings, vehicles etc. that are created in Sage CRM.

LoriaMAPS is accessed from a tab on any entity record. Existing data can be geocoded en masse as part of the setup process or individual records only can be selected. New records can be easily added to the map either by searching on the address or manually dragging and dropping the pin to the required location. We would run an initial geocode of the data as part of the setting up procedure.

Other entities can be displayed by either choosing a predetermined or custom radius and appear as graphical pins which are colour coded by type. Clicking on any pin displays information about that item and you can zoom in or out of the map either by using the on-screen controls or scrolling with a mouse. Displayed information about an entity can be customised using Sage CRM standard features to suit the business requirements.

LoriaMAPS can display the results of any predefined Sage CRM Group and the results of filters created by viewing the map can be saved as a Group.

LoriaMAPS supports several popular mapping applications including GoogleMaps and Mapquest.

LoriaMAPS is compatible with Sage CRM version 7.1 or later and is available free to clients that have a current support contract with us. It is subject to a setting up charge and can be configured to provide additional features such as detailed route planning and ‘closest to’ functionality.

For more information please view our video.

Feature summary:

  • Interactive mapping component fully integrated with Sage CRM
  • Displays all Sage CRM objects including custom entities
  • Apply groups to filter displayed data and switch entities on and off
  • Save map results as a group in Sage CRM • Define area to view by setting radius or scrolling to zoom in and out
  • Customisable pop-up display shows details for any selected object • Geocode entire database or selected records
  • Manual search and move for misplaced objects • Supports multiple mapping providers and styles
  • Compatible with Sage CRM v 7.1 and later

LoriaMAPS for Sage CRM can provide a solution to a wide range of business requirements. Please contact us for more information.

Any users of the Sage Mapping Component may be interested to know that we can provide a mass geocoding service for this application if required.

We are often approached by membership organisations that have either reached the limits of their current management system, or want to consolidate a number of applications into one. Sage CRM provides both small and large organisations with a comprehensive and cost-effective solution to these issues.

As an example, we have recently completed a system for a major UK charity which combined three systems into one. This has significantly improved member service by streamlining their operation. We also implemented a web portal which provides members with constant access to information as well as enabling online renewals. The new Sage CRM system is much easier to use and has made the organisation more efficient by reducing the time taken to find information and eliminating double keying.

Here are just a few of the features that Sage CRM can provide for membership organisations.

Single view of members: All information about members, whether they are individuals, businesses or other organisation is held in one place. This includes full communication history of phone calls, marketing activity, emails etc. as well as any documents such as contracts and direct debits. Records can be located quickly which minimises admin time searching for information and improves member service.

Subscription Renewals: Whether the system is used standalone or integrated with accounting and payments systems, Sage CRM can provide an efficient means of managing subscriptions. This includes alerts for due and overdue amounts in addition to automated emails or other correspondence relevant to the member.

Maintain different member types: any number of member types can be defined in Sage CRM, to control access to information relevant to the membership type and to ensure that marketing campaigns are targeted appropriately.

Marketing and Events management: Sage CRM has a powerful marketing toolset, which can be used for one-off activities such as sending Newsletters, or for managing complex multi-level activities like Seminars and Conferences. Integrated email marketing provides automatic opt in / opt out management for mailing lists and the ability to create new campaigns based on previous responses.

Web Portal: Members now expect organisations to provide an online facility, which gives access to membership information and allows them to update their personal details. Sage CRM provides a self-service feature which is far more cost-effective to deploy and run than having something specifically developed. This can streamline the renewal of existing subscriptions as well as allowing new member sign-up. It is also a good channel for delivering membership information and allowing people to log information, suggestions or complaints directly.

Email and mailing templates: Sage CRM allows you to produce a library of email and Microsoft ® Word templates that can be used for single or bulk communication. Any letter or email sent is automatically linked to the relevant member record.

Reporting and analysis: Sage CRM has a number of powerful reporting tools, which can access any information in the CRM along with data from any linked application. This can provide regular reports for the organisation and members as well as the ability to run ad hoc reports for any other purpose.

Data maintenance: Maintaining a clean and up to date database is key. Sage CRM provides a number of data management tools which help to avoid duplicates and make it easy to tidy up database errors on a regular basis.

Integration: Sage CRM can be used as either a standalone system or integrated with other applications such as accounting systems and websites. This makes other information available whilst minimising data rekeying and the errors that arise from this.

Scalable, flexible, adaptable: Unlike other membership management system that provide a defined set of functions, Sage CRM has the ability to grow and adapt, keeping pace with the changing needs of the organisation. This overcomes the need to replace system every few years to keep up with member and business requirements.

Sage CRM can be supplied either as a hosted solution for a regular monthly fee or deployed on your own in-house servers. Please contact us for more information.

Whilst CRM is traditionally regarded as being a system for sales and marketing teams, well-established commercial products such as Sage CRM can be readily adapted to meet other business requirements. We have carried out many successful implementations of Sage CRM for Facilities Management (FM) businesses, improving efficiency, reducing administration costs and providing better management controls. These companies chose Sage CRM over other applications, because Sage CRM offered greater flexibility to adapt the application to their own way of working.

Sage CRM can play a central role in the effective delivery of services for both internal facilities management teams serving the needs of a specific business, and FM companies providing services to a range of clients. Here are just some of the things that we have implemented for our clients.

Planned and reactive maintenance: using the core calendar and team management features of Sage CRM, we have developed an interactive planner, which shows the location of maintenance teams and specialist equipment. This not only provides a means of managing planned maintenance, but also shows team availability for fast and efficient assignment to deal with any emergencies or other reactive situations.

Assign and complete tasks remotely: Sage CRM is designed to be used by people on the move and for businesses with more than one location. It therefore allows tasks to be assigned to users, jobs to be signed off and paperwork completed via mobile devices. Data can also be captured offline for occasions where an internet signal is not available.

Maintaining records of capital equipment: With Sage CRM it is possible to create new entities that can capture information about any physical item. Using this, we have created a means for recording and reporting on all information relating to things such as buildings and capital equipment. This provides a full history of the item with details of any parts used, manages maintenance schedules and links relevant documents and communications. These records can be linked with others to provide a hierarchy such as equipment name, by department, by building etc.


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Job logging and SLA management: Sage CRM has a very powerful workflow tool which can control processes and provide alerts and escalations where required. This ensures that any cases logged are handled in accordance with agreed service levels. Workflow actions can also keep the client informed by sending update emails or SMS messages at each stage. This improves customer service and reduces admin time. A full tracking history is maintained for the job, showing who did what and when which can be used for improving business processes.

Customer self-service portal: Allowing customers to log their own cases and to see progress online has been the major benefit of Sage CRM for most of our clients. The standard self-service feature allows authorised users to log in to a dedicated portal, via the company website to post new cases along with supporting pictures and documents. They can then see progress and receive updates and reports and well as having access to other information such as instruction leaflets, COSHH data and knowledge base which relates to their own site.

Contract management: Any document can be produced from a template in Sage CRM and stored against the relevant record for easy retrieval. Alerts provide a means of keeping track of renewal dates, whilst key contract information such as what is and isn’t covered can be stored in CRM fields. This allows any additional services provided to be properly recorded and, where relevant, invoiced for payment.

Customer communication: Whether you are dealing with internal ‘customers’, or have a number of external clients, Sage CRM maintains a full record of all communications including notes of meetings, emails, phone calls and linked documents. It is therefore easy for anybody to review the history with a client, to be able to pick up new or existing jobs efficiently.

Reporting and analysis: Sage CRM has a number of powerful reporting tools, which can access any information in the CRM along with data from any linked application. This can provide regular reports for the business and customers as well as the ability to run ad hoc reports for any other purpose.

 

The flexibility of Sage CRM means that we can implement either individual functions to meet a specific need, or an end-to-end application that controls a complete business process. We’d be pleased to discuss any requirements that you might have.