Flexing Sugar Platform: Session 2: Growing Intelligently/Using CRM to Scale Sales Information
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Transcript of Flexing Sugar Platform: Session 2: Growing Intelligently/Using CRM to Scale Sales Information
Adriana Vale
Business Intelligence Analyst
Fresenius Medical Care Brazil
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2
Fresenius Medical Care Brazil Case Study
Fresenius Medical Care Brazil
Leader in dialysis,
Largest supplier of machines and equipment for individuals undergoing dialysis.
SUGARCRM customer since 2009, integrated SUGAR and SAP, streamlining the order process and reducing cycle times.
Business Challenges:
How to streamline order processes, reduce cycle times and organize the market information?
Market Information: hard
to reach
Simplify orderplacement
Processes: manual and
irregular
Fresenius Medical Care Brazil Case Study
Market Information:
hard to reach
Simplify Orderplacement
Processes: manual and irregular
Fresenius Medical Care Brazil Case Study
Easy tocustomize
Excellentprice to
value
Userfriendly
Web access
SAP integration
The solution:
Fresenius Medical Care Brazil Case Study
In order to fit our needs, 24 modules were created.
Easy tocustomize
• Order level of approval – workflow due to the commercial policies
• Security settings – password expiration
• Invoices – ability to follow up customer purchases
• Accounts – integrated to SAP info; among others.
Allows users to input and view market info anytime, anywhere.
Web access andUser Friendly
• Can be accessed through mobile, notebook or tablet
• Intuitive – all important information under the ACCOUNT
• Allows Sales Reps to evaluate customer due to CRM profile
Updated information back and forth from SAPSAP integration
• Orders placed on SUGAR are automatically transferred to SAP in order to be billed
• Invoices and updated customer financial info are visible by the Sales Representative
Fresenius Medical Care Brazil Case Study
Optimized Billing process:
Order input on SUGAR
Order sentto SAP
Analysis ofcustomer
credit
Creation oforder
number
Billing/
Generationof Invoice
Customerupdated
Informationreturns to
SUGAR
Processing: from up to 3 days to a few hours, same back office staff.
Fresenius Medical Care Brazil Case Study
Attracting users:
=
• SIGA stands for “following”, referring to the customer information
• The name relates to service instead of “system”, creating a friendly identity for users
• Stands out the idea of an updated information management tool
Fresenius Medical Care Brazil Case Study
Business Benefits:
Strategic campaigns to drive sales, tailored to attend customers´ needs
Billing Info
Credit riskanalysis
CRM:customerprofile
Fresenius Medical Care Brazil Case Study
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 12
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