Enhancing Customer Relationships

1. Enhancing Customer Relationships Presented By: Nate Scott, Fred Bowers, Dave Packard

2. Agenda • Introductions • Why is this topic important? • How can Cargas Energy help you now/future? • An introduction to CRM Software

3. Cargas Research - 2012

4. Common Strategies to Keep & Add Customers • Pricing Programs • Discount Programs • Protection Programs • Budget programs • Service Contracts • Energy Audits • Newsletters • Education • Bill Inserts • Community Events • Email Marketing • Interactive Web Sites • Referrals • Social Media • Advertising • Partnerships • Letters • Salespeople

5. So… • How do you know which strategies work? • How effective are your sales people? • Are you tracking customers enrolled in special pricing programs? • Are you offering new programs and services when you are speaking to your customers?

6. How can Cargas help? • We aren’t the complete answer, but we are part of the solution: • Cargas Energy • Contains most of your customer information • Use it with nearly every customer interaction • Microsoft CRM Software (Customer Relationship Management) • A widely used tool that can help you manage marketing and sales execution • Cargas has been a MS-CRM partner since 2001

7. Cargas Energy - 2013 • Customer Service Redesign Goals • Make the Customer Screen Easier to Use • Better Performance • Less Training • Simple Upgrades to Functionality (Service Contract Upgrades) • Empower your CSRs • Suggestions for Accounts (budget, automatic delivery, service contract) • Track and Incentivize your CSR productivity

14. Other Wizard Opportunities • Specific Wizards • Budget Sign Up • Service Contract Sign Up • Required Information Verification • Special Pricing Set Up (Price Cap, Prebuy) • Price Cap Sign Up • Generic Tool • Create Basic Tasks for CSRs to do • Follow up on their success

15. Intro to CRM Software • What is CRM Software? • Customer Relationship Management Software • Who uses it? • Sales, Marketing, Customer Service, Executives • What does it do? • Helps track, automate, execute, and report on sales, marketing and customer service • What does Cargas know about CRM? • We have been implementing Microsoft CRM for organizations since 2001

16. The Basics • The CRM database can house: • Leads/Prospects • Existing Customers • Helps identify, execute and track marketing, sales, and service activities • Can be deployed standalone or integrated with Cargas Energy • Can be accessed through the cloud or installed on a server

17. Marketing Automation • Customers and Prospects can be loaded into CRM to help create and track marketing “campaigns” • Identify segments of customers/prospects through CRM query tool • Plan & Create campaign in CRM • Use integrated mail merge, email distribution to send mass communications, or export to other sources • Automatically assign follow up to sales team • Capture and track responses • Convert responses to Leads • Measure Success & ROI

18. Segmentation

19. Add to List or Market Directly

20. Distribute Campaign Materials

21. Campaigns

22. Sales Automation • Track Sales Cycles within CRM • Set up territories and automatically assign leads to sales people • Automatically or manually assign activities for sales team follow up • Integrates directly with MS-Outlook for seamless calendar & task management all the way down to your smartphone • Convert Leads to Accounts with Opportunities • Track Sales stage for each opportunity • View Sales Pipeline and drive accountability & results

23. Lead/Prospect

24. Opportunity

25. Dashboards

26. Activity Feeds/Social Networking Wall

27. Other CRM Benefits • Case Management & Escalation • Workflow • Reminders • Mobility • Website Inquiry Management • Import Wizard • Integrations with Marketing Automation Tools: • Constant Contact • SalesFusion • Hoovers

28. CRM working with Cargas Energy • We have integrated CRM with other “energy” back office systems • Current customers have integrated Cargas Energy with other CRM sytems • We have recently integrated Cargas Energy with Microsoft CRM

29. Basic Integration Points - TBD Customer Service/Operations Sales/Marketing Locations Accounts Customers Contacts Equipment Equipment Notes Activities

30. Conclusion • We are listening • We are working on improvements to Cargas Energy to help you • Today’s presentation was intended to be an introduction to CRM • Questions: • nscott@cargas.com • fbowers@cargas.com • dpackard@cargas.com • Thank you!