impel crm overview
TRANSCRIPT
Living with your customerNarasimhan (Kishore) Mandyam
PK4 Software Technologies Pvt. Ltd.
Agenda
• The value of CRM
• Why Impel CRM
• Sales & Marketing scenarios
• PK4 as a Company
The value of CRM
What CRM can do for an organization
Where CRM fits
Clients
Marketing
Partners, Dealers
Social Networks
Corporate – Marketing, Sales, Support, Ops
Sales
Mobile
SMS
What CRM can do
• Decrease sales cycle
• Improve marketing effectiveness
• Improve overall operations
• Improve price realization
• Integrate call center
• Provide continuity in sales process
• Sharpen brand
Overall CRM Model
• Well-defined territories
– Geographical, telescoping to schools, etc.
• Lead generation across regions
– Integrate and expand marketing
• Planned sales calls
– Improve visibility and brand for salesperson
• Increased in-house sales processes
– Replace reactive field-work with process
• Complete funnel visibility
– Help salespeople make more, better sales
Marketing Processes
• Improve Lead quality
– Acquire lists from valuable sources and activities
• Use multiple contact modes
– SMS, email, calling, dialer, etc.
• Integrate outbound calling
– Call center agents driven off same database
• Track lead generation effectiveness
– Automate hand-over to salespeople
• Validate marketing outlay
– Tie sales back to programs for full-cycle view
Sales Management
• Establish clear opportunity stages
– Lead > Prospect > Negotiate > Buy etc.
• Drive cross-selling and up-selling
– Identify specific stages for each initiative
• Analyze failures and improve
– Plan-to-Activity, Lost lead, Delayed deal, etc.
• Transition seamlessly to Support
– Support gets complete customer history online
• Measure and improve sales effectiveness
– By salesperson, region, deal, etc.
General Operations
• Bi-directional SMS – CRM-in-field, customer
interaction, intimations
• Email, SMS, Web2lead – integrated internal
processes based on source, interest, etc.
• End-to-End Marketing – multiple touch-points,
all leading to specific deals
• Quote-to-Cash – order, invoice, collection, PDIs,
bank reconciliation
• Test Center – questionnaires, surveys, HR
reviews, 360-Degree reviews, etc.
Why Impel CRM
Impel’s unique applicability
What do we do?
India-focused SaaS CRM
(it’s all about local culture)
We wanted a system that was easy to use, quick to implement and at Indian prices. With Impel CRM, we got all that and more.
Alok Modi
Managing Director, Modi Tyres.
“
“
He said it best…
Joined at the hip
• Uncomplicated pay-as-you-go model
• Start using it now!
• Scale to 1000s of users seamlessly
• Configure in minutes, Customize in hours
• Automatic upgrades every few weeks
• Integrate with any systems
• Built, Supported (and hosted) in India
Not just CRM…• Activity Planning
• Bi-directional SMS
• Call Center ops
• Dealer management
• Email, SMS, Web2lead
• End-to-End Marketing
• Google Maps
• Hand-held, Outlook
• Mega tenancy
• Quote-to-Cash
• Rewards and Bundles
• Service Requests
• Test Center
Why us?• Built for today’s business
• Priced for India
• Principal-Driven Customization
• Obsessed with usage
Sales & Marketing Scenarios
Some applications of Impel’s capabilities
Scenario 1: Field Sales
SMS Add Lead
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Telescopic Territory Mapping
SMS Get Contact Info
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SMS Change Stage
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SMS Get Planned Activity
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SMS Add Activity
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Web Change Stage, Reassign, Reports
Web Change Stage, Reassign, Reports
Salespeople Sls Mgrs Reg Mgr Sls Dir Director
Outbound contact with prospect group
Advertising, SMS from
Impel, etc.
�
Prospect response
Prospect sends
SMS to short-
code
�
Prospect location identification
Call Center person calls
prospect, identifies location
via Google Maps
�
Prospect-Dealer Connect
Prospect gets SMS with
details of closest dealer,
Dealer gets prospect info
�
�
Mktg Pgm SetupImpel user sets up new
marketing program
�
Prospect visits dealerProspect sees product(s),
decides to buy
Dealer reports saleDealer sends SMS to
Impel with details
of purchase, to
create order and
claim credit
�
User manages processUsers gets complete visibility
to process, stages, numbers,
etc. in Impel
�
Scenario 2: Consumer Marketing
Scenario 3: Geocoded Clients
Impel users can analyze
data, contact customers
via SMS, export data, etc.
Prospect calls Support
Centre with questions
Support person collects
prospect info and maps
Prospect location with
nearest dealers
Prospect gets
details of chosen
dealer via SMS
Chosen dealer gets
Prospect info,
etc.. via SMS
Consumer buys qualifying amount of
product
System responds with
confirmation – Accepted,
Duplicate, etc.
Impel users can contact
customers via SMS,
export data, etc.
Impel users can look
at responses by
date, dealer, etc.
Scenario 4: Coupons, etc.
Salesperson gives
consumer coupon with
dealer code stampedConsumer sends SMS as
“<keyword> <coupon code>
<dealer code>” (say) to 56767
Some customers
“With Impel CRM, I
don’t worry about
the safety of our
data, because I know
PK4 takes care of it
better than we can.”
Mayur Srisrimal
E D, Lifecell Intl.
PK4 as a company
The people and company behind Impel
PK4, The Company
• Indian software company since 2006
• Completely focused on SaaS CRM
• Brand-name customers and SMEs
• Bangalore-based with partners elsewhere
• Impel OnDemand live from May 2008
PK4 – the People
• Thomas Alexander, ChairmanHarvard MBA, 30 years in start-ups and Enterprise
• Narasimhan (Kishore) Mandyam, CEOEngineer, 23 years as an entrepreneur
• Surekha Shetty, DirectorEngineer, 23 years building sales and marketing
• Partha Dharmarajan, Engg. Head12 years building software
• Radha Rao, Mgr. Business Development8 years marketing and selling software and services
Thank you!
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