Thanks for all participants to be here

1. Thanks for all participants to behere

2. CRM presentation EFECO group Startingfrom the needs of Esco Drives Our proposal to oursistercompanies

3. Do you know the differencebetween a lead and an opportunity ? You : The fisherman On your fishing rod : Your product The sea : your sales territory Lead Account Contacts Your happy customerNemo Won Opportunity: youfoundNemo LostOpportunity : Contact is not interested Found on website of :

4. So, what is the difference between a CRM lead and an opportunity? • A Lead – is a contact or an account with very little information. It could be just a person who you might have met at a conference. You will need to retrieve more information regarding this lead in order to create (qualify) an opportunity in your sales pipeline. • A old sales rule says: “If you have never contacted your contact, it’s a lead.” • An Opportunity - is a contact or an account which has been qualified. This person has entered into your buying cycle and is committed to working with you. You have already contacted, called or met him and know their needs or requirements. • The old sales rule says: “The opportunity is a deal that you have the possibility to close!” “Think about the difference between a lead and an opportunity as an evolving process i.e. each lead needs to be qualified to an opportunity. There will always be plenty of leads in your sales territory, but only few of them will qualify to become real sales opportunity.” Found on website of :

5. Whatisour goal ? Wewant to sell more Wewant to organizeour relation withourcustomers Wewant to find more customers We must organize prospection find leads, transformthem in prospects and finally in customers Lead Prospect Customer

6. We have ERP ….!! Why CRM in the Esco group ? And what about ….. Customers Accounts Contacts Sales Sales report Quotation Marketing Actions to customers Function of ERP Order entry Invoicing Purchaseorders Stock management Warehouse management Production management Financial management

7. Accounts Contacts Users / Group of users Important Definitions Activitiesadapted by our IT team Appointment Visit report Quotationrequest Activities Quotation Quotationfollow up

8. Important Definitions • Account : (Actuallylimited to ) • Customers • Prospects • Suppliers Account Contacts • Contact : (Actuallylimited to) • All personsattached to an account • User : • Employee of Esco using CRM Users • Owner : (used for accounts and contacts) • Employee of Esco responsible for the contact or the account • See on nextslide for more …. Owner

9. Owner : (used for accounts and contacts) • Employee of Esco responsible for the contact or the account Owner of account and contact A B • CRM Rules for attributingOwners to accounts and contacts • Eachaccount must have ONE and ONLY One owner • Each contact must have ONE and ONLY One owner • Contacts from a sameaccountcan have a differentownerthan the account • Atstart of the system all accounts and contacts are owned by CRM manager

10. Important Definitions : Activities Activitiesadapted by our IT team Appointment Phone call Standard CRM usedactivities Visit report E-mail Quotationrequest Task Quotation Quotationfollow up

11. Owner : (of activities) • Employee of Esco responsible for the activitycreated Owner of activities Activitiesadapted by our IT team Appointment • CRM Rules • By default the owner of the activityis the personthat has created the activity • For an activitythat must beexecuted by an other user than the one that has introduced the new activity the owner must bespecified. • Example : Visit report Quotationrequest B Quotation A B Quotationfollow up makes for Appointment

12. Break Time …

13. Organisation & Classification of accounts & contacts in ERP • Whatismissing ? • No information about accounts • Importance of the account • Type of account • Activity of the account • Relation to the business units of the company • Whatisalsomissing ? • No information about the contacts • Importance of the contact • Function and detailledfunction • Relation to the business units of the company

14. Organisation & Classification of accounts & contacts in CRM

15. Other usefull information about your account Delivery conditions , discount and price lists Financial information of your account Open payments, Open orders, Year Turnover

16. CRM flow chart Also visible in calendar Status : - Scheduled until Visit report is finished - Completed when Visit report is finished Status : - Open : until task is performed - Completed when task is performed by user Generate Change status Generate Status : - Open : until Visit report is finished and saved - Completed when Visit report is finished and saved Can amend status of quotation follow up Generate Status : - Open : until action is performed - Completed when action is performed by user Status : - Open until quotation is done - Completed when quotation is done Can generate : - quotation request - amend status of quotation follow up Generate Change status Can amend status of quotation follow up Status : - Open : when done and not yet followed - In progress : when first time followed - Won : if customer has placed the order - Lost : if lost => give reason of loss - Canceled : if project is canceled (not lost for competition) Generate

17. Quotation flow chart 1 : Quotation with word document

18. Quotation flow chart 2 : Quotation with email from outlook

19. Lunch Time …

20. Quotation using Microsoft Word CRM generates a Word document thanks to the Xperido software Those data are updated in the document from CRM quotationactivity How to fill in the products to quoteusingwordpossibilities ?

21. Quotation using Microsoft Word Use Word features to make Quotationfaster

22. Quotation using Microsoft Word Use Word features to make Quotationfaster This textcontainsupdatablefields

23. Quotation using Microsoft Word Easyway to type in the priceusingautotextfeaturefrom Word …. Type : F3 F9 Prix Use Word features to make Quotationfaster Update the fields The fields are updated

24. Quotation using Microsoft Word Sendyourquotation in pdf by mail using Word

25. Quotation using Microsoft Word Use signature of Outlook to fill in standard text for your mail

26. Dashboards : genenaloverview of myactivitiesincluding graphs Searching information in CRM Activities : genenaloverview of myactivities : what I have done but alsowhat I have to do !

27. Accounts : gives a list of the customers& prospects of the company Searching information in CRM Contacts : gives a list of contacts

28. Search for activitiesrelated to Searching information in CRM

29. Search for activitieswith time frame Searching information in CRM

30. Searching information in CRM Search for specificactivities

31. Sort data as in Excel Show yourpreferedview Searching information in CRM Export in Excel to manage your data Or defineyourpersonnalview Use filter as in Excel

32. Use Pivot table To show quotation status

33. Choice the quotationstatus Use Pivot table To show quotation status : the result Choice the owner Expand data for 1 account Show it on a graph

34. Break Time …

35. The Esco group use SharePoint to store and access easily all the documents used in the company every day's live. Actually following documents are stored in the SharePoint automatically : The SharePoint software

36. The SharePoint is organize as a “file explorer” but with additional tags (metadata) to find easily documents.(You can search as in Google) How is organize the SharePoint software ? You can use it as a secure place to store, organize, share, and access information from almost any device. All you need is a web browser, such as Internet Explorer.

37. For the activities related to sales, we have made the choice to organize it per business partner. One SharePoint site is created by Business partner. So the best way to access the documents in the SharePoint is via the list of accounts in the CRM. How is organize the SharePoint software ?

38. Conclusions…

39. Account and contact management Appointment => Visit reports => Request of quotation Quotation => Quotationfollow up Management of documents with the SharePoint program What is running without too much bugs and can be used by you directly ? What is on test and will come in year 2014 ? Link with outlook for accounts, contacts, appointments and mail activities Expansion on mobile devices as PDA and Tablet for remoteoperation More data extraction and marketing tool

40. How to start in each company Roll off of data from ERP to the CRM => done by Indian consultants Check if the data are correctlytranslated=> eachcompany key users Adaptation of minorlistsas City code, Area code, Channel type , Industry …. => local key users Training of the employeesbased on manualwritten by Esco Drives Esco Drives canassist for this training in Dutch, French or English (sorry no German )