crm - comparison 2006

8/8/2019 CRM - Comparison 2006

http://slidepdf.com/reader/full/crm-comparison-2006 1/33

The CAmagazine 2006 CRM Survey 1

Prepared by 180 Systems

Question ACT! Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Product Centric CRM Commence RM CRM 7.3.6 CRM 8.4.1

Vendor Sage Software BizAutomation.com Centric CRM Epicor Software Epicor Software

Version 9 4 4.1 3.5 7.3.6 8.4.1

Release date (mmm-yy) Sep-06 Sep-06 Sep-06 Dec-05 Jun-06

Contact

Name ACT! Sales & Support Carl Zaldivar Michael Harvey Commence Sales Melissa Almquist Melissa Almquist

Telephone 408-705-4370 732-380-9100 952-417-5000952-417-5000

Email

Website www.act.com www.epicor.com www.epicor.com

Licence based

Average cost per user $400 $399 $400 $495 $1,500 $1,500

Average number of users 12 10 100 10 20 50

Average cost $4,800 $3,990 $40,000 $4,950 $30,000 $75,000

0.50 3.00 0.25 0.50 0.50

Average implementation costs $0 $1,995 $120,000 $1,238 $15,000 $37,500

Total $4,800 $5,985 $160,000 $6,188 $45,000 $112,500

BizAutomation CRM +Business

Management

ACT! by Sage 2007(9.0) and ACT! by Sage

Premium for Workgroups 2007 (9.0)

BizAutomation CRM +Business Management

CommenceCorporation

Late Q4-2006 to EarlyQ1-2007

877-501-4496 (< 5copies) 866-421-7752(corporate licensing, 5

copies+) [email protected]

[email protected]

m [email protected] [email protected] [email protected]

www.bizautomation.com http://www.centriccrm.co www.commence.com

Cost (Canadian dollars) for typicalimplementation

(based on ACT!Premium)

Average Implementation costs /licence costs

mailto:[email protected]



http://www.centriccrm.com/

http://www.commence.com/

http://www.commence.com/

http://www.centriccrm.com/











Management

$65 per user per month

Recurring costs

Average annual fee / user $50

Average number of users 10 10

Average storage and other fees $0

Total $500

One-time costs 500.00

Average implementation fees $1,000

Average setup fees $25

Total $1,025 $0

$2,039

Contact management Yes Yes Yes Yes Yes Yes

Sales force automation Yes Yes Yes Yes Yes Yes

Marketing automation Yes Yes Yes Yes Yes Partly

Services management Third party Yes Yes Yes Third party Third party

Call centre Third party Partly Yes Yes Yes Yes

Knowledge management Third party Yes Yes Yes Yes Yes

Business intelligence Third party Yes Yes Yes Yes No

Financial system Yes Yes Third party No Yes No

Distribution system Third party Yes Third party Yes Yes No

Manufacturing system Third party No Third party Yes Yes No

Profile

World head office Redondo Beach, CA Norfolk, VA, USA New Jersey, USA Irvine, CA Irvine, CACanadian head office Mississauga, ON Mississauga, ON Mississauga, ON

ASP (Application service provider)based

NPV over 5 years (discount rate of 10%)

Applications (Yes/No/Partly/Thirdparty/By next year/Customization)

Newcastle-Upon-

Thyme, UK







Management

1,200 5,000 17,000 21,000 21,000

1,200 5,000 15,000 6,100 500

140 500 1,200 400 400

140 500 900 250 15

Revenue 2005 - CAD - all products $350M $350M

Revenue 2005 - CAD - this product $27M $15M

Revenue 2004 - CAD - all products $3M $300M

Revenue 2004 - CAD - this product $25M $10M

Average revenue/customer (CAD) $50,000 $20M $50M

Average no. of employees/customer 20 500 100 200

2%

21 Mining 0%

22 Utilities 2%

23 Construction 10% 5%

31-33 Manufacturing 14% 10% 3% 25% 25%

no. of customers - worldwide - allproducts

Sage Group plcsupports more than

4.5M customersworldwide

no. of customers - worldwide - thisproduct

More than 2.5Mregistered users

no. of customers - Canada - allproducts

no. of customers - Canada - thisproduct

Target market

1- 10 43%11 - 100 36%

101 - 1000 14%1,001+ 7%

Industry classification based on theNorth American Industry ClassificationSystem (NAICS) - Seehttp://www.naics.com/info.htm#Structur e for more about NAICS (Approximate% of implementations)

11 Agriculture, forestry, fishing andhunting







Management

42 Wholesale trade 10% 10% 5% 5%

44-45 Retail trade 19% 10% 25% 25%

2% 15% 1% 5% 5%

51 Information 10% 15% 25% 25%

52 Finance and insurance 10% 2% 5% 5%

53 Real estate and rental and leasing 3% 2%

10% 10% 5% 5%

10%

10%

61 Education services 3% 10% 1%

62 Health care and social assistance 9% 10% 1%

6%

15%

92 Public administration 5% 5%

Total 100% 100% 50% 100% 100%

Technology

Microsoft SQL Server 100% Yes 50% 10% 100% 100%

Oracle 10%

Pervasive SQL

IBM DB2 15%

Sybase

Informix

48-49 Transportation andwarehousing

54 Professional, scientific, andtechnical services

55 Management of companies andenterprises

56 Administrative and support andwaste management and remediationservices

71 Arts, entertainment, and recreation

72 Accommodation and food services

81 Other services (except publicadministration)

Database (approximate % of implementations)







Management

Access

Btrieve

Proprietary 90%

FoxPro

Progress

Other 25%

Total 100% 100% 100% 100% 100%

Microsoft 100% Yes 50% 100% 100% 100%

Linux 50%

Unix

AIX

Novell Netware

IBM AS/400 (OS/400)

Other

Total 100% 100% 100% 100% 100%

Java C++ VS .NET

Yes No

100% 10% 0%

Expected date for Web-based version Shipping Available as of 5/06 Version 8.4.1 Today

Networks supported (approximate % of implementations)

Development tools used to buildapplication

built with VisualStudio .NET, using C#

Integration with ERP or accountingsystems - which?

Accounting links toPeachtree, Simply

Accounting,BusinessWorks, MAS90 and Quickbooks

availableEpicor Enterprise,

Vantage and Avante

% of application available from browser,not including use of Citrix or TerminalServices

ACT! by Sage Premiumfor Web 2006 available

soon

ACT! by Sage Premiumfor Web 2006 available

in Q106







Management

Yes No No

Approx. no. of implementations 5000 20 5000+ 75

Features

Business intelligence Third party Yes Yes Yes No

Analyse performance related to CRM Third party Yes Yes Yes Yes Yes

KPIs Third party By next year Yes Yes Yes No

Forecasts of customer behaviour Third party Yes By next year Partly Yes Yes

Contact management Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes No

Yes Yes Yes Yes Yes NoMultiple addresses per contact Yes Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes Yes

Duplicate merge process Yes Yes No Yes Yes Yes

Audit trail Yes Partly Yes Yes Yes

Date and person making change Yes Yes Yes Yes Yes Yes

Yes By next year Yes Partly Yes YesUnlimited follow-ups with contact Yes Yes Yes Yes Yes Yes


Search for embedded text in notes Yes Yes Yes Partly Yes Yes

Two steps to delete contact Yes Yes Yes Yes Yes Yes

Contact hierarchy Yes Yes Yes Yes

Available from application serviceprovider

2.5 Million registeredusers and over 35,000

corporate accounts

Multiple criteria used to create list for mail merge

Mass update noting all clients that

were updated

Identify potential duplicates for newcontact

Full audit trail with what was

changed

Unlimited notes per contact withdate/time stamp







Management

Yes Yes No Yes Yes Yes


Yes Yes Yes Yes Yes YesFrench version Yes By next year Yes No Yes Third party

Screens Yes Yes No Yes Third party

Reports Yes Yes No Yes Third party

Documentation Yes Yes No Yes Third party

Integration

XML enabled Partly Yes Yes Yes Yes Yes

Import processor Yes Customization Yes Yes Yes Third party

Yes By next year Yes Yes Yes Yes

Marketing automation Yes Yes Yes Yes Yes Yes


Permission based Yes Yes Yes Yes Yes Yes

Scripts for direct marketing No Yes Third party Partly Yes No

Yes By next year Yes Yes Yes

Use an SMTP Server for e-mail blasts Yes Yes Yes Yes Yes Yes

2 levels - organization andemployees (e.g., might want to view alllawyers in a specific legal firm)

Default address information fromorganization - but can override

3 levels - organization / location /

employee

API (application programminginterface)

Record temporary contact informationand later convert to prospect

Use Microsoft Exchange Server for e-mail blasts

No - Using ExchangeSMTP Services for

email blasts isconsidered a badpractice both byMicrosoft and

BizAutomation andcan damage theExchange server







Management


Campaign management Yes Yes Yes Yes Yes Yes

Third party Yes Yes Yes Yes Yes

Partly Yes Yes Yes Yes Yes

Multiple relationships for each contact Yes Partly Yes Yes Yes YesPrimary relationship Yes Yes Yes Yes Third party Yes

Four secondary relationships Yes No Yes Yes Third party Yes

Ten secondary relationships Yes Yes Yes Yes Third party Yes

Yes Yes Yes Yes Third party No

Online

E-commerce - orders, check status… No Yes Yes Partly Yes No

No Yes Yes Yes Yes Yes

Prospects respond online No Yes Yes Yes Yes No

Register for seminars No Yes By next year No Yes Yes

Order processing Yes Yes Yes Yes Yes Yes

Quotes Yes Yes Yes Yes Yes Yes

Orders Yes Yes Yes Yes Yes Yes

Invoices Yes Yes Yes Yes Yes Yes

Sales force automation Yes Yes Yes Yes Yes Yes

Track status of opportunity Yes Yes Yes Yes Yes Yes

Proposal generation Yes Yes Yes Yes Yes Yes

Security Yes Yes Yes Yes Yes Yes

By employee Yes Yes Yes Yes Yes Yes

By role Yes Yes Yes Yes Yes Yes

Services management No Yes Yes Yes Third party No

Maintain contract No Yes Yes Yes Yes No

Can forward/re-assign support calls Yes Partly Yes Yes Yes Yes

E-mail history stored in CRMdatabase

Auto responders - scan lead andforward to appropriate recipient

Mass emails - no restrictions onnumber sent

Each relationship is a contact (set uponce)

Self-serve - access product supportinformation…







Management

Third party Yes Yes Yes Third party Yes

Link emails to ticket/call Yes Yes By next year Yes Yes Yes

Escalations based on rules Yes Yes Yes Partly Yes Yes

Yes No By next year Yes Yes Yes

Ability to set priorities and severities Yes Yes Yes Yes Yes YesDispatching Yes Yes Yes No Third party No

Synchronization

Palm Pilot Yes By next year Yes No No

Windows CE Yes By next year Yes No Yes

BlackBerry Third party Yes Yes No Yes

Microsoft Outlook Yes Yes Yes Yes Yes Yes

Lotus Notes Yes By next year No Yes Yes

Only business (not personal) contacts Yes Customization Yes Yes

Call centre automation No Yes Yes Third party No

Computer telephony integration No Customization Yes Partly Third party No

Predictive dialers No Customization Customization Third party No

No Customization Yes Customization Third party No

Statistics, including call duration No Customization Yes Yes Third party No

Technology

Multi-user Yes Yes Yes Yes Yes YesXML enabled Partly Yes Yes Yes No Yes

Three-tier architecture No Yes Yes Yes No Yes

Customizable Yes Yes Yes Yes Yes Yes


Without changing source code Yes Yes Yes Yes Yes Yes

Add user-defined fields Yes Yes Yes Yes Yes Yes

Unlimited Yes Yes Customization Yes Yes Yes

Defaults Yes Yes Yes Yes Yes Yes

Reason codes - for analysis of problems

Close out multiple incidents at thesame time if they all relate to the sameproblem

Pop up name on incoming call withauthorization from contact

Different view of screens byemployee or role







Management

Validation Yes Partly Yes Yes Yes Yes

Move fields around screen Yes Yes By next year Customization Yes Yes

Change tab order of fields Yes Partly By next year Yes Yes Yes

Yes Partly By next year Customization Yes Yes

Change field captions and headings Yes Yes Yes Yes Yes Yes

Add new sub-form and push buttons Yes Customization By next year Customization Yes Yes

Apply to all or selected users Yes By next year Yes Yes Yes

Work flow Yes Yes Yes Yes


Yes Partly Yes Yes Yes Yes

Unique/important feature no. 1

Change fields to required, optionalor invisible

Alerts - e.g., if date for follow-up ismissed

Electronic routings if approvalrequired

Name 1 to 3 unique or very importantfeatures of your product

Seamless online/offlinecapabilities when used

with ACT! for Web;sync with Palm, Pocket

PC, BlackBerry

All-in-one capability -BizAutomation is a total

e-business suite,

containing an end-to-end pre-integrated

feature set.

Action plans: Easilybuild "best practices"

into a standardized,graphical workflow for

any user Support for

disconnected clientIntegrated with Epicor

ERP solutions

Email marketing andadvanced surveys

.NET architecture withopt-in and opt-out, click

tracking.







Management



One-click export toMicrosoft Excel for

easy data analysis andreporting

Fusion (deepintegration) with

Microsoft Exchange,Microsoft Outlook, andOutlook Web Access

(OWA)

Open Source: Easy todeploy & maintain; low

cost of ownership;flexible; enhanced

controlComplete

customization

Email marketing andadvanced surveys

.NET architecture withopt-in and opt-out, click

tracking.

Smart client, thereforefeature rich

presentation whileWeb-based operation.

Advanced contactmanagement with

notes, history, reports,groups, companies and

opportunity tracking

Survey management -totally integrated with

CRM. Lets you conductsophisticated static and

dynamic surveys

Integrated CommerceSuite: Website

authoring, contentmanagement, and E-

commerce tied to CRMBusiness Process

AutomationCustomer self-service

portalCustomer self-service

portal





Question

Product

Vendor

Version

Release date (mmm-yy)

Contact

Name

Telephone

Email

Website

Licence based

Average cost per user

Average number of users

Average cost

Average implementation costs

Total



Exact e-Synergy Infor CRM Epiphany NetSuite Sage CRM SalesLogix

Exact e-Synergy Infor CRM Epiphany NetSuite Sage CRM SalesLogix

Exact Software FrontRange Solutions Infor Microsoft NetSuite, Inc. Sage Software

363 Corporate Edition 7.0 "3.0" 11 v7

Jul-06 Jan-06 April 2006 - June 2006 Dec-05 Spring 2006 Sep-06

Sales Kevin Smith Patric Timmermans Frank Falcone Tracy Matsumoto Sales & Support

888-210-5717 888-603-3270 303-321-5681 877-568-2495 650-627-1181 800-643-6400

[email protected] [email protected]

www.exactsoftware.ca www.goldmine.com www.infor.com/inforcrm www.netsuite.com www.saleslogix.com

$1,500 $700 $1,000 $795

20 15 40 30

$30,000 $10,500 $40,000 $23,850

0.75 0.75 1.00

$22,500 $7,875 $40,000 $0

$52,500 $18,375 $80,000 $23,850

GoldMine CorporateEdition

Microsoft Dynamics -CRM

GoldMine CorporateEdition

Microsoft Dynamics -CRM

patric.timmermans@inf or.com

frank.falcone@microsof t.com

[email protected]

[email protected]

www.microsoft.com/cr m

Includes workflow,document mgmt, HRM,

project management





Question

Recurring costs

Average annual fee / user


Average storage and other feesTotal

One-time costs

Average implementation fees

Average setup fees

Total

Contact management

Sales force automation

Marketing automation

Services management

Call centre

Knowledge management

Business intelligence

Financial system

Distribution system

Manufacturing system

Profile

World head office

Canadian head office




Exact e-Synergy Infor CRM Epiphany NetSuite Sage CRM SalesLogixGoldMine Corporate

EditionMicrosoft Dynamics -

CRM

$159

20

$0$3,180




Yes Yes Yes Yes Yes Third party

Yes Yes Yes Third party Yes Yes


Yes Third party Yes Yes Yes Yes


Yes No Yes Yes Yes Third party

Yes No Yes Yes Third party Third party

Delft, The Netherlands Dublin, CA Atlanta, GA Redmond, WA, USA San Mateo, CA

Cambridge, Ontario Toronto, ON Toronto, ON Mississauga, ON Toronto, ON Mississauga, ON

NetSuite CRM+ -Includes 10 GB

Storage

~1:1 with first year licence price

Newcastle-Upon-Thyme, UK





Question

Revenue 2005 - CAD - all products

Revenue 2005 - CAD - this product



Average revenue/customer (CAD)

Average no. of employees/customer

21 Mining

22 Utilities

23 Construction

31-33 Manufacturing





Target market

Industry classification based on the

North American Industry ClassificationSystem (NAICS) - Seehttp://www.naics.com/info.htm#Structur e for more about NAICS (Approximate% of implementations)




CRM

- 135,000 70,000 7,000 5 Million

- 130,000 7,500 6,000 7,300

Approx. 600 3,000 500

Approx. 45 1,000 400

$319.1M $1.9M

$25.6M $800,000

$301.9M $1.9M

$750,000

$10M - $100M $0-$500M $10M - $500 M

30 - 300 1 - 500 500 or fewer 10 - 750

2% 1% No

0% 1% Yes

1% 2% 5% Yes

22% 3% 1% Yes

27% 22% 30% 5% Yes





Question

42 Wholesale trade

44-45 Retail trade

51 Information

52 Finance and insurance

53 Real estate and rental and leasing

61 Education services

62 Health care and social assistance

92 Public administration

Total

Technology

Microsoft SQL Server

Oracle

Pervasive SQL

IBM DB2

Sybase

Informix











CRM

8% 4% 5% 25% Yes

7% 9% 15% 10% Yes

2% 6% 2% Yes

7% 2% 8% Yes

1% 11% 25% 2% Yes

2% 10% 2% Yes

4% 1% 15% 7% Yes

1% 5% 25% Yes

0% 1% Yes

2% 3% 5% Yes

4% 3% 2% Yes

1% 2% 5% 1% Yes

1% 12% Yes

3% 0% 5% Yes

6% 2% Yes

100% 100% 100% 100%

100% 70% Yes 100% 90%

Yes 100% 10%

Yes

Yes

No

No





Question

Access

Btrieve

Proprietary

FoxPro

Progress

Other

Total

Microsoft

Linux

Unix

AIX

Novell Netware

IBM AS/400 (OS/400)

Other

Total

Expected date for Web-based version







CRM

No

30%

100% 100% 100% 100% 100%

100% 80% Yes 100% 100%

Yes 100%

Yes

Yes

15%

Yes

5%

100% 100% 100% 100% 100%

Visual Basic, ASP, .Net Visual Studio .NET .NET, Delphi

Intuit Various Infor ERP NetSuite

100% 100% 100% 100% 95%

Released N/A Available Available today 100% Web-based Web client available

Mainly J2EE, variousfor integrating with

legacy apps and pointsof contact

Oracle 10g databaseand application server

Exact Globe Enterprise,Exact Macola ERP,Exact MAX, Great

Plains

Microsoft Dynamics

products and other EPR integrations

supplied with third-party integrations

Sage MAS ERP, SageAccpac ERP, Great

Plains, see Website for full listing

All customer centric,most end-user





Question

Approx. no. of implementations

Features


Analyse performance related to CRM

KPIs

Forecasts of customer behaviour

Contact management

Multiple addresses per contact

Duplicate merge process

Audit trail

Date and person making change

Unlimited follow-ups with contact

Search for embedded text in notes

Two steps to delete contact

Contact hierarchy




were updated


Full audit trail with what was

changed




CRM

No Yes Yes Yes Yes

100's




Partly Yes Yes Yes No Third party



Yes Yes Yes Yes Yes YesYes Yes Yes Yes Yes Yes




Yes Yes Third party Yes Yes

Yes Yes Third party Yes YesYes Yes Yes Yes Yes Yes


Yes No Yes Yes Yes Yes

Yes Yes Yes Yes Yes


Limited,SageCRM.com is

Sage's main hostedCRM application





Question

French version

Screens

Reports

Documentation

Integration

XML enabled

Import processor


Permission based

Scripts for direct marketing

Use an SMTP Server for e-mail blasts



3 levels - organization / location /employee






CRM

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Partly Yes Yes Yes





Yes Yes Yes Yes Yes


Yes Yes Yes Yes Customization Yes

Yes Yes Yes Yes No Yes






Question

Campaign management

Multiple relationships for each contactPrimary relationship

Four secondary relationships

Ten secondary relationships

Online

E-commerce - orders, check status…

Prospects respond online

Register for seminars

Order processing

Quotes

Orders

Invoices


Track status of opportunity

Proposal generation

Security

By employee

By role

Services management

Maintain contract

Can forward/re-assign support calls








CRM





Yes Yes Yes Yes Yes YesYes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes No Yes Third party Yes Third party

Yes No Yes Third party Yes Yes

Yes No Yes Third party Yes Yes

Yes No Third party Customization Third party







Partly Third party Yes Yes Yes Yes





Yes Yes Yes Yes Customization Yes






Question

Link emails to ticket/call

Escalations based on rules

Ability to set priorities and severitiesDispatching

Synchronization

Palm Pilot

Windows CE

BlackBerry

Microsoft Outlook

Lotus Notes

Only business (not personal) contacts

Call centre automation

Computer telephony integration

Predictive dialers

Statistics, including call duration

Technology

Multi-user XML enabled

Three-tier architecture

Customizable

Without changing source code

Add user-defined fields

Unlimited

Defaults







CRM

Yes By next year Yes Yes Customization Yes



Customization By next year Partly Yes No

Yes Yes Yes Yes YesPartly Yes Yes Yes Customization Yes

Third party By next year Partly Yes Yes

Yes By next year Yes Customization Yes

Third party Yes Third party Yes


No No Yes Third party Customization Yes

Yes No Yes No Yes

Third party Yes Yes Third party Third party Third party


Third party Partly Yes Third party Third party Third party



Yes Yes Yes Yes Yes YesYes Yes Yes Yes Yes Yes



Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

No Yes Yes Yes Yes

Yes Yes Yes Yes Yes





Question

Validation

Move fields around screen

Change tab order of fields

Change field captions and headings

Add new sub-form and push buttonsApply to all or selected users

Work flow








CRM

Yes Yes Yes Yes Yes

Partly Yes Yes Yes Yes

Partly Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes

Customization Yes Yes Yes YesYes Yes Yes Yes Yes


Yes Yes Yes No Yes

Yes Yes Yes Yes Yes

HR centric application,

embedded with CRM,documents, workflowand projects

Enterprise classfunctionality at anaffordable price

Leader in inbound

marketing. Proven ROIand customer references

Works the way you do -it provides the most

natural and comfortableway to add CRM

capabilities to anyone

who uses Office andOutlook; it delivers agreat user experience

Only CRM withintegrated order management

Robust customization

capabilities to addressindustry-specificbusiness processes





Question





CRM

When implementedwith Exact Globe

Enterprise, realtimeweb based CRM, etc.

Fully integrated voiceapplications

Fully integrated, multi-channel marketing,sales and service

solution with advancedfunctionality

Works the way your business does - itprovides workflow-

driven processes thatensure consistent

process execution, anyevent-driven model for alerts and escalations,

and comprehensivereporting and analysis

across all customer processes

Only CRM withintegrated order

management

Full-featured mobileCRM for BlackBerry

and Pocket PC

Project-basedaccounting for service-based organizations,time entry and billing

Configurable workflowand automated

processes

Unique functionality for configuration, quoting,

pricing, proposalmanagement

Works the way ITwants it to - it providessimplified installation, asmooth upgrade path,

and extensiveconfiguration and

customizationcapabilities, all basedon a set of tools and

technologies thatcustomers and partners

are familiar with

Only CRM withintegrated order

management

Full suite of sales,marketing, customer service and support

features for SMBs andenterprise





Question

Product

Vendor

Version

Release date (mmm-yy)

Contact

Name

Telephone

Email

Website

Licence based

Average cost per user


Average cost

Average implementation costs

Total



Salesforce SAP Business One

Salesforce SAP Business One

Sage Software Salesboom.com salesforce.com SAP AG

5.8 8 Summer '06 2005

Feb-06 August 2006 Jul-06 Dec-05

Sales Rami Hamoudah Jennifer Keavney Neil Hamilton

800-643-6400 877-276-7253 416-21- 6629

[email protected]

www.sagecrm.com www.salesforce.com www.sap.com/smb

$545 $2,380

21 10

$11,445 $23,800

0.75 1.00

$8,584 $23,800

$20,029 $47,600

Sage CRM,SageCRM.com

Salesboom On-lineCRM & ERP

Sage CRM,SageCRM.com

Salesboom On-lineCRM & ERP

[email protected] [email protected]

[email protected]

www.salesboom.com


http://www.salesboom.com/

http://www.salesboom.com/






Question

Recurring costs

Average annual fee / user


Average storage and other feesTotal

One-time costs

Average implementation fees

Average setup fees

Total

Contact management



Services management

Call centre

Knowledge management


Financial system

Distribution system

Manufacturing system

Profile

World head office

Canadian head office




Salesforce SAP Business OneSage CRM,

SageCRM.comSalesboom On-line

CRM & ERP

US$65/user/month

$828 $528

11 23

$1,200$10,308 $12,144

$3,000 $2,000

$0

$3,000 $2,000

$44,773 $51,353

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Third party

Yes Yes Yes Yes

Third party Yes Yes Yes

Yes Yes Third party Yes


Third party Yes No Yes

Halifax, NS, Canada San Francisco, CA Waldorf, Germany

Mississauga, ON Halifax, NS, Canada Toronto, ON Toronto, ON

Newcastle-Upon-Thyme, UK





Question





Average revenue/customer (CAD)

Average no. of employees/customer

21 Mining

22 Utilities

23 Construction

31-33 Manufacturing





Target market

Industry classification based on the

North American Industry ClassificationSystem (NAICS) - Seehttp://www.naics.com/info.htm#Structur e for more about NAICS (Approximate% of implementations)




CRM & ERP

3,400 24, 800 34,600

24, 800 10,000

24, 800

24, 800

$10.4 Billion USD

$9.5 Billion USD

$5M - $250M $8M

10-1,000 65 10 to 100

No Yes 1%

No Yes 1%

Yes Yes 1%

Yes Yes 1%

Yes Yes 35%

Over 5 millioncustomers worldwide

$5 million to $100million annual revenue





Question

42 Wholesale trade

44-45 Retail trade

51 Information

52 Finance and insurance

53 Real estate and rental and leasing

61 Education services

62 Health care and social assistance

92 Public administration

Total

Technology

Microsoft SQL Server

Oracle

Pervasive SQL

IBM DB2

Sybase

Informix











CRM & ERP

Yes Yes 35%

Yes Yes 5%

Yes Yes 1%

Yes Yes 4%

Yes Yes 5%

Yes Yes 1%

Yes Yes 2%

Yes Yes 1%

No Yes 1%

Yes Yes 1%

Yes Yes 1%

Yes Yes 1%

Yes Yes 1%

Yes Yes 1%

Yes Yes 1%

100%

90% Yes 100%

6% Yes

Yes

3% Yes

1% Yes

No





Question

Access

Btrieve

Proprietary

FoxPro

Progress

Other

Total

Microsoft

Linux

Unix

AIX

Novell Netware

IBM AS/400 (OS/400)

Other

Total

Expected date for Web-based version







CRM & ERP

Yes

Yes

No

No

Yes

Yes - PostgreSQL

100% 100%

Yes Yes 100%

No Yes

No Yes

No Yes

No Yes

No Yes

No

100%

.asp .net / Java / C##

Yes - All systems ERP

100% 100% 100% 100%

Already exists Live Now

AppExchange Builder;AppExchange API

Sage ERP, SageAccpac Advantage

Series, Sage Accpac

Pro Series, Sage MAS90/200, JD Edwards,Oracle financials,

Timerline 50Yes, SAP, Sage,

Microsoft, Dynamic3





Question

Approx. no. of implementations

Features


Analyse performance related to CRM

KPIs

Forecasts of customer behaviour

Contact management

Multiple addresses per contact

Duplicate merge process

Audit trail

Date and person making change

Unlimited follow-ups with contact

Search for embedded text in notes

Two steps to delete contact

Contact hierarchy




were updated


Full audit trail with what waschanged




CRM & ERP

Yes Yes No

3400

Third party Customization Yes Yes



Third party Yes Yes Third party

Yes Yes Yes Yes

Yes Yes Yes Yes

By next year Yes Yes YesYes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Customization Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Customization

Yes Yes Yes Yes

Yes Yes Yes Yes





Question

French version

Screens

Reports

Documentation

Integration

XML enabled

Import processor


Permission based

Scripts for direct marketing

Use an SMTP Server for e-mail blasts



3 levels - organization / location /employee






CRM & ERP

Yes Yes Yes Yes

Yes Yes Yes Yes

Customization Yes Yes Customization

Yes Customization By next year

Yes Customization Yes By next year

Yes Yes Yes By next year

Yes Yes Yes By next year

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes

Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

By next year Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes

Yes - SOA Platformwith AJAX

programming for toolsdevelopment





Question

Campaign management

Multiple relationships for each contact

Primary relationship

Four secondary relationships

Ten secondary relationships

Online

E-commerce - orders, check status…

Prospects respond online

Register for seminars

Order processing

Quotes

Orders

Invoices


Track status of opportunity

Proposal generation

Security

By employee

By role

Services management

Maintain contract

Can forward/re-assign support calls








CRM & ERP

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Customization

Partly Yes Partly Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes By next year Yes

Yes Customization By next year Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

By next year Yes Yes Yes

Yes Yes Yes Yes

No Yes Yes Partly

Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes


Yes Yes Yes

Yes Yes Yes Yes


Yes Yes Yes

Yes No Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Customization Yes Yes Yes

Yes Yes Yes Yes





Question

Link emails to ticket/call

Escalations based on rules

Ability to set priorities and severitiesDispatching

Synchronization

Palm Pilot

Windows CE

BlackBerry

Microsoft Outlook

Lotus Notes

Only business (not personal) contacts

Call centre automation

Computer telephony integration

Predictive dialers

Statistics, including call duration

Technology

Multi-user

XML enabled

Three-tier architecture

Customizable

Without changing source code

Add user-defined fields

Unlimited

Defaults







CRM & ERP

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

No Yes Yes Partly

Yes Yes Yes YesNo Yes Yes Yes




Yes Yes Yes Yes

Partly Yes Yes Yes

Yes No No No

Yes Yes Yes Partly


No Customization Third party Third party


Partly Yes Third party Third party

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes





Question

Validation

Move fields around screen

Change tab order of fields

Change field captions and headings

Add new sub-form and push buttonsApply to all or selected users

Work flow








CRM & ERP

Yes Yes Yes Yes

Yes Yes Yes Partly

Yes Yes Yes Partly

Yes Yes Yes Partly

Yes Yes Yes Partly

Customization Yes Yes PartlyYes Yes Yes Partly

Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes Yes

Ability to start in hostedenvironment then bringsystem in house withno migration neededand all customization

intactIntelligent multi-tier

workflow engineWeb-based, multi-

tenant serviceFully integrated CRM

with ERP





Question





CRM & ERP

Integrated sales,marketing and

customer care; easycustomization

AJAX enabled user interface

Integrated CRM for customer service,sales, marketing

Business alerts &notifications

Create dashboards wi.reports, charts, datasearches, customer

snapshots, lead lists,high priority support

issues, etc.CRM for visually

impairedEase of integration and

customization

Preconfiguredintegration to mySAP

Business Suite

crm - comparison 2006

Documents