The World's Best Integrated Business Platform

CRM – Customer Relationship Management


You need to know who is in contact with your customers, who owes you money, who is buying, what prospects does your sales team have. HansaWorld’s CRM gives you this information online and always up to date. You only need one solution, as HansaWorld replaces the legacy systems (such as Excel) used to track data.

Information always at hand

Need to know what is outstanding? What is the history? All this is available in the Customer Status report. Who has bought what? They bought last year - why haven't they bought this year? If other modules are updated e.g. sales or purchasing, then this is automatically recorded in the CRM system.

Keeping track of contacts

Customer contacts are important to you and your customers. With HansaWorld you can keep track of calls and even the time to make the next call! Connect CRM to Standard Communicator and automatically keep track of phone calls using HansaWorld's Activities.
Following up activities is easy with HansaWorld’s customer letters, using either mail or e-mail. You can select recipients by group of contacts or by who has bought / not bought.

HansaWorld - one system that meets all your CRM needs.



"For the first time, The Homeopathic Supply Company is able to identify and cater to different customer groups on the basis of sound information"

Robert Barker, The Homeopathic Supply Company




Download CRM brochure (pdf) or read below

Table of Contents. CRM ERP system.



Contact Management In Enterprise's CRM

Enterprise's CRM has a single register for all organisations with which you do business, whether they are customers, suppliers, prospects, press, trade bodies or anything else. People at organisations are also stored in the same register. You can relate as many people as you want to a single company. Store data such as people’s multiple contact details, their job description and generic function, salutation information and the like. Contacts register is accessible by all parts of the system, so you can sell to your suppliers, buy from your customers, repair equipment for press contacts and the like. Enterprise as ERP and CRM software supports a wide range of detail being saved against the Contact record, including main address details, main delivery address, switchboard numbers and other contact information. Interfaces exist to popular post code addressing software for fast data entry of addresses.




“Using the CRM functionality we have categorised our customers and now can instantly see the source of our income and where to focus in the future.”


Patrick Verryn, CWM



Contact records can be categorised using Enterprise’s Category and Classification tables, which are defined by you. The Classification field supports more than 20 levels of such analysis, so you can break down these records by marketing source, region, industry, size, and whatever else is an important measure for you. The Category and Classification fields are available as selection criteria for reports (for example turnover/profitability for customers that replied to a particular marketing campaign), and batch routines such as mailshots/emailshots. In addition, Enterprise provides 11 user-defined fields of different types.

Quotation and Pipeline Management in ERP CRM Software by HansaWorld

Quotations/Pipeline Management

Quotations are entered to Enterprise in an identical fashion to sales orders. All details that can be stored for a sales order can also be stored for a quotation.

Once created, quotations can be printed to a user-defined form, and to PDF or HTML using Enterprise’s email engine. At any time, new sales orders can be created from quotations, singly or in bulk, with the same details, using a simple menu command. Also a job/project can be created from a quotation and the budget for that project. If required, a pro-forma invoice can be printed directly from a quotation. Original quotations are retained even after conversion to a sales order for analysis and lookup.

Quotations can be classified by type, and Enterprise allows analysis of which Quotations are open, accepted or rejected. In addition there are fields for expected decision date, next action date, and probability. Reporting includes all open quotations, conversion rates by salesperson and type of business, estimated value statistics, and information on the length of sales cycle and average values by various criteria.

Time Management and Scheduling of Resources

Enterprise’s Calendar functionality is centred around diary entries called Activities, which allow the user to record details of what to do when. Tasks can be given sub tasks, for management of more complex administration, and prioritised.

Each Activity can be marked as to whether it will appear in the Calendar (date and time based graphical entries) or in the To Do list (simple list of tasks to perform).

Enterprise’s Calendar is a team-based system, rather than personal - you can review other people’s diaries, and if necessary look at more than one diary at a time to see when several people are available.

Different types of work can be colour-coded, so you can see how anyone is planning or spending their time. Entries can be made for planned time and compared to actuals, and separate budgets can be prepared to see whether enough time is being spent on particular types of work. The graphical nature of these features makes employee chargeability easier to monitor, as you can immediately see which of a group of people is performing best. There are views per day, week and month, and up to three people’s diaries can be reviewed simultaneously in the Calendar.



“With the help of Enterprise’s Task Manager and Calendar we can really plan our time better. It helps us to monitor each other’s tasks, delegate and prioritize our daily workload.”


Ara Darakjian, Darakjian Jewelers



If you have a group of employees (or subcontractors) who you need to schedule in advance, then multiple diaries can be viewed simultaneously from Enterprise’s Resource Planning module. You can create multiple views of who appears on which screen (by office, region, project etc), and you can drag and drop bookings between people (which reassigns who will be performing work).

As with the Calendar, double-clicking on an entry in the Resource Planning module drills down to the underlying Activity, allowing review and editing. Activities can be allocated at any time against Projects, with Items also associated with the work - this allows information to be stored on rates, type of work and the like. When Activities are marked as done, these can post time directly to Job Costing, without the need for separate timesheets.

CRM ERP Software: Task Manager

To Do Lists

Each person has a To Do list made up of Activities marked as To Dos. This allows genuine groupware functionality, since users can view the To Dos for other people (for example when they are off sick). Each To Do list can be filtered on multiple criteria, to allow you to work only with the tasks that are relevant: for example, you can run through your phone calls, or your Priority 1 tasks, or everything you need to do for a specific customer. To Dos are viewed from a central Task Manager, and drill-down is available to allow the user to open the underlying Activity.



“We now have greater visibility at a glance to see where sales people are spending time and can measure the return our business is getting from this.”

Michael Gigliotti, Time Out Sydney




Activities can be connected to any other record in Enterprise by drag and drop. In most cases the activity gets linked automatically to the record from which it was created. As a result Activities become the triggers for doing anything within Enterprise ERP&CRM solution: credit controllers can use Activities linked to Invoices to remind them what excuses a customer has already given; warehouse staff can use Activities linked to Picking Notes to include packing information; designers can use Activities linked to Projects for all the non-numeric Job Bag details. Reporting and cross-referencing links in Enterprise allow any user to see the full picture.

Workflow

Activities can be generated automatically as a result of sending a letter, quote or entering into a contract. Thus, for any customer, a complete history of transactions and communications is instantly viewable on screen including what has been done and what is yet to be done. True workflow management can be achieved with a feature which allows Activities to be generated automatically as a result of completing other Activities with a specified code. For example, marking a credit control Activity as completed with a “Cheque is in the Post” result might automatically create another Activity in three days time to check the post and chase the customer again if the cheque is not received.

You can set Alarms on Activities to prompt you to complete them at a given time and date - these can open as pop-up windows, or send them as SMSs or emails.

Alternatively you may want Enterprise ERP&CRM system to trigger the creation of a pop-up window, SMS or email on a given event. These are set in the Business Alerts module. For example, Enterprise can trigger:


Customer and Supplier Dashboard

Use the Customer Status report and Supplier Status report to give you a 360 degree view of all interactions with a customer, prospect or supplier. Based on user-definable rights, the user can be allowed to view:


Add to this details of Projects and Project Budgets, Rental Agreements and Reservations, Service Orders and Worksheets, and Contracts, and you have all the information you need. Everything is drillable, for example allowing you to inspect an open Order, then run an Order dashboard (Order Status report) to review associated deliveries, invoices, returns and Activities.



“The CRM solution has significantly improved the way we serve our customers”

Arnas Sirutis, Databalt




Letters and Mailings in HansaWorld's CRM

Enterprise allows you to create standard or ad-hoc letters, which can be printed for individual or selections of customers, or prospects.

Each letter gives you control of the greeting (Dear Sir/Madam, Dear Jim and the like) and heading. In addition, you can create paragraphs of standard text, and bring them in to any standard letter with a single code. The letter list will show the proposed recipients of a mailing before you proceed, allowing you to change your selection criteria. As well as creating printed mailshots, the Customer Letter functionality can be used to send out email - and fax shots to selected groups of customers/ prospects/suppliers etc.

Reports and batch routines can be used to improve targeted mailshots. For example, use the Who has bought/not bought report to find customers who have bought (or not bought) a particular item within a given date range, and run mail campaigns with this information to offer upgrades or cross-selling of other products.

Collaboration

Keeping track of a discussion by e-mail can be a challenge. You have to make sure the right people are included in every mail’s recipient list and either separately copy every e-mail to a certain folder or be ready for long and frustrating searches later. With Enterprise the whole debate is saved in one place. You can choose either to have discussions inside one mail or to create a specific conference. In both cases it is possible to attach files and see who has updated, read the posts and deleted the mail.

Knowledge Management

Store copies of mails, whether internal or external, to multi-level personal archives if no one else needs access, or to Conferences, for secure archiving and quick access. Your company defines the folder structures in Conferences, creating logical places to store and retrieve any data worthy of sharing. Access rights can be set at the Conference level - for example at Board level for a Board conference containing minutes of meetings and key strategic decisions. Store external files against any mail at Archive or Conference level - creating a logical location for any of your data. Use Enterprise’s search engine to find any content in Conferences to which you have access.

ERP CRM Software: Business Communicator

Integrated Telephony and Communications

HansaWorld offers the ability to communicate with customers from inside the Enterprise application. You can select the business communication tool Business Communicator from any customer- or supplier-facing record within Enterprise, which then allows you to initiate emails, SMSs and telephone calls with the company or individual, and even open a map of their location. Emails and SMSs open relevant records in Enterprise, where you enter details. Telephone calls interact with VoIP switchboards to make the call - these can include Skype, Asterisk and most switchboards with TAPI 2.0 drivers. Once the call is answered, Enterprise opens an Activity record to allow the user to record details of the call.

Enterprise's integrated telephony also supports inbound intelligent routing. The switchboard passes Enterprise the telephone number of the caller, and the program instructs the switchboard how to route the call (for example to the salesperson in charge of the account, or to accounts if there is an invoice overdue from the customer). You can set rules for routing using HAL (Hansa Application Language).



“Business Communicator makes it easier for our people to receive service orders and follow the communication history of customers, suppliers and partners. The possibility to initiate a call straight from the orders will make our customer service much more efficient.”

Finnish Q3 Group



CRM Interaction with the Enterprise database

CRM features interact with all other parts of the database. Typical examples include:


More links about ERP