In a time when the majority of prospects just want to know "how much for the software?", period. Not how to use it effectively, just buy some software and hope to fix a problem. I found this very refreshing, a company who actually had the vision of a CRM system that would deliver results that could help build their entire company.
They expressed a desire to do what it takes to be successful in CRM. (Apparently they had tried and failed four time in the past 10 years). They also wanted a premise based system that they could control themselves and avoid the ongoing subscription payments of an on-line. They called Tech.Sell because they wanted a partner with experience to guide their program.
So here is what we put together and why.
Solid Contact Management - GoldMine Premium delivers a very solid, out of the box contact manager, featuring; easy customization, instant search from any field, shared calendar, history, linked documents, the ability to build targeted lists of contacts on the fly. Integration with MS Office and particularly Outlook. The interface was redesigned 3 years ago and we find the need for training has declined significantly. It's a very natural environment.
Email Management - Our world revolves around e-mail. Our client had experienced some major disasters using other CRMs but particularly Outlook. Some users had lost or corrupted their PST files and the entire history of emails was gone. With other users critical messages were only on a local machine and not available to the team. GoldMine has it's own internal email client which integrates with POP or IMAP servers. Emails are automatically linked to the history of the related contact in Goldmine. It also provides the same functionality through Outlook. Either way there are no lost e-mails. They are shared by the team and part of the client record.
Marketing machine - Our client realized they were missing an opportunity to target market to their clients and prospects. They weren't really using email to follow up or "poke" clients and prospects. As a result they were losing market share. They occasionally did Snail Mailings, but these were so expensive and time consuming that campaigns rarely got off the ground. We showed them how their GoldMine system used a simple 4 step process to create their marketing machine. 1. Define the target audience, create a group or filter to lock in the recipients. 2. Create an email template in GoldMine including merge fields that personalize each message. 3. Click send to deliver the message to the target group. 4. Create an automated process, schedule follow up calls and further email contacts automatically.
Sales Machine - After the message is sent, an ironclad system to track leads, forecast sales and manage the status of opportunities is critical. Amazingly, anywhere from 60 to 80% of leads never get followed up on. Combining a solid sales process built into GoldMine's opportunity manager, with solid reporting for reps and managers, can stop this "lead leakage". Tech.Sell has added to GoldMine's built-in tools with the Selling Machine add on and reports. Manager and sales coaching increases the effectiveness of the overall sales buy-in.
Reporting/Measurement - What gets measured gets done. Why put data in without getting anything out?
These two statements are so critical to the CRM program becoming part of management practice. A solid group of reports will help steer the ship, create metrics to support objectives and pinpoint areas for improvement. In our GoldMine system, the chosen reporting tool is MasterMine. With over 120 prebuilt templates, it's not only easy to get info out, but it's easy for mere mortals to create powerful reports. Since MM exports data to Excel, the results are familiar to just about everyone. MasterMine is an add on to GoldMine but probably delivers the biggest bang for the buck.
Phone integration Combining the phone with the CRM program really adds a huge dimension to the program. We are recommending DialPad from W-Systems. It's a powerful integration that helps schedule and track calls, prep the user with client history, and even prompts for data to be captured and brought back to GoldMine for sales process and prospect tracking. Learn more
Document management - Our GoldMine super system has two key document components. The first is the document library where all users share a collection of Word and email templates complete with attachments. These Ready to Go templates provide fast follow-up and consistent quality to communications. Part two lies in the automatic linking of all documents, attachments and related files to the appropriate contact record. All users can quickly access important files, attachments and quotes.
Remote access / mobility - How to open the data and info channel to the remote user. Our system has two key components, IGoldMine and W-Mobile. IGoldMine allows remote users on Mac or PC to access the GoldMine system via an internet connection. They work in the full GoldMine and get immediate updates to the system. Part two is for SmartPhone or iPad users. WMobile provides a simple interface directly to the GoldMine system through the web browser of any mobile device. There is no syncing involved.
A third option is GoldSync which provides a full free standing GoldMine system for users who need to access their contact data while an Internet connection is not available. They sync bi-directionally via the internet.
Quoting system - Our client has had a real problem managing quotes. They get lost, become outdated or have no built in tracking and follow up mechanism. We incorporated QuoteWerks into the system. Quotewerks provides a shared database for all quotes. It automatically links the quote to the GoldMine contact record, schedules a forecasted sales and opportunity, sends the quote via email and creates a follow up! What else could we want? How about linking between GoldMine and Quickbooks. It's a sweet system.
Quoting system - Our client has had a real problem managing quotes. They get lost, become outdated or have no built in tracking and follow up mechanism. We incorporated QuoteWerks into the system. Quotewerks provides a shared database for all quotes. It automatically links the quote to the GoldMine contact record, schedules a forecasted sales and opportunity, sends the quote via email and creates a follow up! What else could we want? How about linking between GoldMine and Quickbooks. It's a sweet system.
Training and coaching - Finally, but of utmost importance, is the support to make sure the investment becomes part of the culture. That happens through training and ongoing coaching. Making sure that everyone gets it. Measuring results against key goals of the program. Pointing out the pitfalls. Helping the leadership team incorporate all the new technology based info into their daily processes. This support continues indefinitely. After the program is in place, we will participate in management meetings to make sure that new goals and programs are being supported by the CRM system. In most cases they can be.
So there you have it. The CRM Super System built on GoldMine 9. We've gone far beyond just selling some software. Our client has added a new facility to their company. A new way of sharing information, connecting the teams, accelerating marketing, customer information and strengthening the sales process.
For more information call us at 847-382-4500.
