CRM implementation Example using Solastis

1. SOLASTIS CRM IMPLEMENTATION EXAMPLE CRM IMPLEMENTATION EXAMPLE USING SOLASTIS What can be better witnessing the CRM system in action or being implemented? Here, we present some scenarios on how we used our system for our own work. When we released our system for general availability, we were the first clients of our own system. Below are the three different scenarios in which we started using the system. SOLASTIS CRM FOR THE SALES PROCESS The first and the most logical use of our CRM is for configuring sales processes. After some internal brainstorming, we decided that our sales processes would have the following stages in the workflow. 1. INITIAL INFORMATION: At this stage, initial information about the client will be gathered. 2. DEMO: We will organize a teleconference to give a demo to the client. This helps us understand the client’s concerns if any. 3. FOLLOW-UP: After the demo, a phone call and email follow-up will be done with the client 4. CLOSURE: The last step will be the closure of the case. Every time a customer sends us an enquiry for 30 days of free access, his record will be created in the CRM system as a case with the steps above, and his access will be set up in the CRM system. Then, the case is assigned to one of our sales representatives who is then required to follow-up on it till the end. Most cases will be successfully converted into paying customers, while some customers may not find software suitable for their requirements and those cases will be closed lost. (Which is okay, as it is business after all). A suitable case type was created for this with relevant steps. The case type was called SL01: Solastis sales. To organize access to these cases we created a global territory T01: Global, and an organisation unit: O1, Solastis Sales.

2. SOLASTIS CRM FOR PARTNER DEVELOPMENT PROCESSES A few weeks after the sales process above was configured, we decided to embark upon a Partner Development Initiative for our company. WHAT IS PARTNER DEVELOPMENT? In every country, small IT companies which resale the solutions of large IT companies on a commission basis operate. For example, if we want to sell our product in France, and do not have any immediate plans to open our sub-office in France, then we can look for a partner in France. They will take responsibility of selling the product and in return will get an agreed commission for each successful sale. Since we wanted to increase the sales and widen the reach of our product, we decided to start a systematic partner development initiative. We had a list of 800 companies in various countries who had the potential to work as our partner. But then, there was a significant work involved as every potential partner company needed to be contacted, commercial matters to be discussed, the commission agreed and the contract to be signed. A manager and an assistant were appointed to do this work, but since it involved many companies to be contacted, this was going to take a good amount of time. More specifically, this would result in the creation of 800 cases (for 800 companies). A case type; PR01 or Partner development was defined and it had the following steps. A separate organizational unit P1 was also defined for Partner-related work and a suitable authorization role was setup for the manager and the assistant. The stages defined in the Case type were: Contact the potential partner company Proposal of the contract to the partner company Teleconference with the partner Negotiations of the deal/contract Signing of the contract Closure of the case

3. SOLASTIS CRM FOR TRACKING OF CONTENT WRITING ACTIVITIES A few weeks after the activity above, we decided to start the initiative of the building content for our website. This would help our website do even better in Google rankings. Basically, what it means is, we want our site to come up in organic rankings naturally. For example, if somebody searches ‘CRM system’ on Google, we want our site to come up among the first few results. However the CRM market is very competitive and it is not easy to come up on the top pages. So, as part of our overall digital marketing plan, one of the key parts was to come up with and create great content. The plan was to get 50-70 articles on various CRM-related topics like Sales, Case management, BPM, etc. and put it on our website. So, an Executive was assigned to this task of managing content creation. (To create content, we hired 3 remote freelancers from Upwork). A case type; WR01: Content writing was defined and it had the following steps: 1. OUTLINE: The executive from Solastis will create an outline of the topic and article 2. WRITING THE ARTICLE: The Freelanceer will write the article 3. REVIEW: The executive will do the first reading and review it 4. PROOFREAD: Another freelancer will proofread the article to remove any repeated words / mistakes 5. WEBSITE: Load it onto the website 6. REVIEW: Final reviewing of the webpage

4. A separate organizational unit; D1: Digital marketing, was defined for combining all the work in that department. A suitable role was defined to give access to this work to specific people only.