CRM UK - the official blog of the CRM specialists at TSG

New Sage 200 whitepaper - useful reading for Sage Line 100 and Sage 50 users

The latest Sage 200 whitepaper from Concentrix called “Integrated Finance and CRM Software: How Sage 200 Improves Business Efficiency by combining Finance and CRM Solutions” is now available for free download via the Concentrix website.

The whitepaper will be of interest particularly to Sage 100 accounting software (also known as Sage Line 100) users. Because Sage Line 100 is now obsolete, Sage 200 makes the ideal replacement for it (being much more powerful, stable, with a greatly improved design and with many, many more features than Sage 100 could ever achieve!)

Sage 200 is also the natural progression for many companies that use Sage 50 but find it is becoming limited – for example you have too many users for Sage 50 to cope with or are finding that it does not have the power, features or flexibility of Sage 200.

The Sage 200 whitepaper discusses why businesses use accounts software and CRM software, the differences between front-office and back-office systems and some of the reasons why Sage 200 integrates CRM and accounting modules. It also discusses levels of linking and integration. And, as well as looking at the key Sage 200 modules (Sage 200 CRM and Sage 200 Financials), the whitepaper also provides an overview of the all the other modules within the Sage 200 Business Management Suite.

If your business uses Sage Line 100, Sage 50, or you are considering Sage 200 software, the tips, information and guidelines within the whitepaper make interesting and useful reading.

Download the Sage 200 whitepaper

Hosted Microsoft CRM

If the time and costs associated with implementing on-premise CRM software give you cause for concern, you may be interested to find out more about Hosted CRM.

Concentrix Hosted Microsoft Dynamics CRM 4.0 is available in addition to our existing product portfolio of on-premise CRM solutions including Microsoft Dynamics CRM, Sage CRM and FrontRange's GoldMine. The hosted solution provides a new element to our services and builds on our extensive experience of supplying and implementing CRM solutions. We have made the decision to provide hosted solutions as the hosted model is more suitable for some small to medium sized organisations and what’s more we have received an increase in demand for them.

At Concentrix we can provide a one to one demonstration of hosted Microsoft CRM, and are also currently offering a free 30 day trail. The trial is fully interactive and allows you to experience all the functionality of the software. To arrange your free trial of hosted Microsoft CRM, please contact us.

Implementing a CRM system does not have to cost a fortune and done properly it can bring significant benefits to an organisation. Hosted CRM from Concentrix can be implemented almost immediately and this means that you can begin to feel the benefits almost instantly. What’s more hosted CRM does not have substantial costs associated with it. Hosted CRM is based on the internet; this means that you can access your system anywhere in the world providing you have an internet connection. What’s more the system will be based on our servers which means all the associated responsibility for security of data and maintenance of the system are ours.

Hosted Microsoft CRM 4.0 is a fully integrated system which gives companies full visibility of all of their customers’ right from the initial point of contact, resulting in greater employee knowledge. What’s more because Microsoft Office applications are so popular among businesses, if you choose Microsoft Dynamics as your CRM system you are much more likely to have a higher user adoption due to the familiarity of the applications, resulting in a quicker return on investment.

To find out more about hosted CRM, on-premise CRM or for more information about the free Microsoft Dynamics CRM trial or free demonstration please call Concentrix on 01509 410500 or email [email protected].

Why use an integrated CRM and Accounts Solution?

It’s becoming less and less common to find organisations that still perform bookkeeping manually. Hand-written bookkeeping is time consuming, labour intensive, prone to error and tedious. So, most businesses use some form of software to record financial transactions, update ledgers, produce invoices and financial reports and generally manage their business.

Similarly, Customer Relationship Management (CRM) systems have moved from being ‘nice to have’ applications to essential components of many successful organisations. Properly implemented, modern CRM software delivers significant benefits to virtually all areas of a business, and in particular the ‘front-office’ functions including marketing, sales and customer service.

Linking or integrating finance and CRM systems, and therefore linking the key software applications for the front and back-office, streamlines internal processes and enables accounts, senior management, sales, marketing and customer service staff to take a more comprehensive, informed and strategic view of the business and its customers. This in turn delivers significant benefits throughout the organisation.

Concentrix has developed a whitepaper which discusses why businesses use finance and CRM software, the differences between front-office and back-office systems and some of the reasons for linking the software within them. It also looks at levels of linking and integration, provides an overview of the Sage 200 Business Management Suite, and gives some guidelines on Sage 200 implementation projects, including some of the pitfalls to watch out for during deployment. To request your copy of the whitepaper please contact Concentrix on 01509 410500 or email [email protected].

Instant access to Concentrix Support 24 hours a day, 7 days a week, 365 days a year

Concentrix is supplying their support customers with a fast, convenient and easy to use tool which will reduce the amount of time it takes to report support issues.

Concentrix Self Service is an internet based “help yourself” service provided by Concentrix Support. The service significantly reduces the amount of time it takes to report support issues as you can report problems yourself, eliminating the need for you to spend time on the phone and enabling you to focus on more business critical activities. What’s more, because the tool is internet based you can report any problems at a time and place which suits you.

In addition, once you have reported a problem, you can track the progress of it, giving you the ability to see who is dealing with the issue and when it is likely to be resolved.  In addition, self-service will keep you up to date with the latest support news, product versions and updates. It also provides you with a knowledge base which gives you the ability to search for keywords and phrases which relate to your problem.

Self-Service applies to all products which are supplied by Concentrix, including Sage CRM, Sage SalesLogix, FrontRange’s GoldMine software and Microsoft Dynamics CRM. As well as Sage 50 and Sage 200 accounting solutions and all infrastructure and hardware purchased from Concentrix.

For more information about Concentrix Self Service or to find out your user name and password, please contact Concentrix Support on 01509 410501 or email [email protected]

All About the Customer

There’s an interesting article “All about the customer” Written by Yolanda Noble, Chief Executive, dsicmm on the Director of Finance Online website. The article is a Special Report in the Finance Director Outlook 2009 section.

Concentrix is in no way affiliated with DOF online or dsicmm. However the article illustrates that there's a clear cross-over in the logic behind the CRM software products and integrated business management solution (Sage 200) supplied by Concentrix and the thinking behind Yolanda’s article.

The products and services dsicmm supply are far removed from those supplied by Concentrix, however, the approach is similar. Here’s an extract from the article:

“In short, a joined up approach to one-to-one communications with customers and prospects seems to be key to effective marketing in a slow economy. Many channels to the customer and prospect are now available. But at its heart must lie a 360o view of the customer, in a co-ordinated database, which allows an organisation to recognise the value and history of each customer, whatever channel of communications they choose to interact with the company.” The full article is here.

Internet Explorer 8 Compatibility: Sage CRM, GoldMine, Microsoft Dynamics CRM

This is an important notice about CRM software compatibility with the latest release of Microsoft Internet Explorer (Internet Explorer 8, often referred to as IE8).

On Tuesday 21st April 2009 Microsoft deployed Internet Explorer 8 via the Microsoft Windows Update service.

There are compatibility issues with Sage CRM, GoldMine (all versions including GoldMine Premium Edition, GoldMine Corporate Edition and GoldMine Standard Edition) and Microsoft Dynamics CRM 3.0 (please note Microsoft Dynamics CRM 4.0 is compatible with Internet Explorer 8). Before installing Internet Explorer 8, please check the information below:

Sage CRM

Sage CRM only supports the following browsers:

Microsoft Internet Explorer 6.x & 7.x.

We would advise customers to use versions 6.x or 7.x only of Internet Explorer.  However if your network infrastructure forces you to use Microsoft Internet Explorer 8.0 it is highly advisable that you run Internet Explorer in 'Compatibility Mode' to prevent any issues with CRM occurring.

The following Microsoft Knowledge Base article details how to enable compatibility mode within Internet Explorer 8.0:

http://support.microsoft.com/kb/956197/en-us    

Sage CRM will support Internet Explorer 8 from Sage CRM version 6.2c onwards.

GoldMine (all Editions)

GoldMine only supports the following browsers:

Microsoft Internet Explorer 6.x & 7.x (GoldMine 6.7 and above)
Microsoft Internet Explorer 6.x (GoldMine 6.5 and below).

We would advise customers to use versions 6.x or 7.x only of Internet Explorer depending on the suitability of their GoldMine system. 

Microsoft Dynamics CRM 3.0

Microsoft CRM 3.0 only supports the following browsers:

Microsoft Internet Explorer 6.x & 7.x.

We would advise customers to use versions 6.x or 7.x only of Internet Explorer. Alternatively please consider upgrading to the latest version of Microsoft CRM.

If you are a Concentrix customer and have any questions about Internet Explorer compatibility with your CRM software, please contact the Concentrix support team on 01509 410555 or email [email protected].

New Features of GoldMine Premium Edition 8.5

GoldMine Premium Edition 8.5 has a variety of new features which will bring significant benefits to your business including:

Universal Search

With powerful Universal Search capabilities included in GoldMine Premium Edition 8.5, you now can retrieve client information in one simple to use feature.  GMPE provides users with tools to enhance overall productivity.  With the addition of a Universal Search component that remains visible to the user, users can always find in-depth client information such as activities, notes or emails, quickly and easily.  Not only can users find information about a contact, opportunity or other specific piece of CRM data, they can also search on information stored in documents linked to a contact in GoldMine.  Imagine never having to tell a customer “Hold on while I pull up your information” again.  This feature helps users stay on track regardless of any interruptions that they may encounter during the day.

Preview Panes and extra details field

GoldMine Premium Edition 8.5 provides users a preview of client information without having to drill into the record itself.  This quick, detailed view of important record information, such as linked documents, and pending or historic activities enables speed, greater knowledge and quicker response time from users to clients.  With the addition of extra configurable details fields, GoldMine users can now capture additional data to meet their detailed business process and data analysis needs.

Apply New User Interface style more broadly

strong>One of the biggest problems in a CRM implementation is trying to make sure that the application gets used.  GoldMine Premium Edition 8.5 expands the previous versions usability enhancements across additional business functions, such as opportunities and projects.  This expansion offers configurability options for users so they can fine-tune the way the application looks, and enables greater consistency across the application and access to GoldMine data.  By providing drag and drop reordering of tabs as well as the ability to show and hide additional tabs, users can become more efficient with a few clicks of a button.  Users will be able to select their best view of information for their daily business needs.

Email centre UI enhancements

GoldMine Premium Edition 8.5 improves usability of GoldMine email functions with additional product features and by aligning usage with the popular Outlook user interface style.  GoldMine email now supports additional grid controls, such as, sorting, filtering and grouping capabilities so users can easily view data and new folder options, such as a favorite’s folder and message counts provide better visibility into users email information.  Other improvements to GoldMine email usability include the ability to indicate in bold font both read and unread messages, and enhanced email linking capabilities to GoldMine opportunities, projects and cases. 

Lookup List / Cross-Field Validation

Lookup list, or cross-field validation features allow users to enter data more accurately and quickly in GoldMine Premium Edition 8.5.  This, feature users have the ability to validate data in one field based on information stored in another field.  For example, users can validate the sales owner of a contact based on the country or region that contact resides in.  As another example, users can validate a contacts title, based on the department previously saved to that contact.  This feature ensures reporting is more consistent since the application provides companies peace of mind about the overall quality of their data.  Along with the obvious data quality benefits, the application also improves overall user efficiencies with the validated entry of data provided with this lookup list feature.  Users now have a more definitive list of data to pick and choose from when creating and editing GoldMine data.

Case management enhancements

We have all heard statistics about how much more expensive it is to acquire a new customer than it is to retain one.  Some studies show that it may be as high as 7-10 times more expensive to get a new customer.  In these challenging economic times, it is critical to provide quality customer service to retain customers.  New enhancements in GMPE 8.5 allow users to create cases from automated process, thus enabling your entire customer base to log tickets via your website.  In addition, you can track case reassignments and escalations, and you now have the ability to change field names. You can also associated multiple contacts to a single case, so more data can be shared across users, and emails messages can automatically link to a case in GMPE.  GoldMine Premium Edition 8.5 helps you understand and leverage your most loyal customers since their entire customer lifecycle information is stored in one solution, and shared across your entire company.

Activity management improvements

One of the key areas for any CRM implementation is ensuring end users can perform their daily tasks with ease, both with clients and with team members.  GoldMine Premium Edition 8.5 improves activity management by expanding the ability to manage activities amongst team members through assignment improvements, and via clients with RSVP and delegation enhancements. Also with improvements to notifications and activity list, GMPE 8.5 helps expose data in a simple and effective manner. These activity management items improve team administration capabilities, as well as, greater management control and reporting options. 

New administration controls

New administration features provide greater control for administrators to manage user accessibility to help curb user error, incorrect data entry and poor data analysis.  User’s settings and security rights have been expanded throughout the application so it is easier for your administrators to promote and revoke user rights as needed.

Microsoft 2008 support

GMPE 8.5 supports Microsoft Server 2008, SQL 2008, as well as, 64-bit Server O.S.  These extensions help expand the IT infrastructure and additional platform support for Microsoft.  Stay ahead of the curve by using the latest GoldMine Premium Edition on the newest Microsoft products.

Unattended Installations and Automatic Upgrades

The new unattended installation and automatic upgrade options make it easier to implement and upgrade GoldMine with no user intervention.  This deployment feature provides a quick time to value so your users can access GoldMine quicker after installations and upgrades, ensuring less downtime and helping free up much needed time for your IT department so they can concentrate on other, important IT tasks.

 

Why buy an integrated Accounts and CRM solution?

For many years, most businesses have seen accounting systems as ‘must haves’ for their daily operation.  Customer Relationship Management (CRM) Systems, on the other hand, have frequently been classed as a ‘nice to haves’.  Because CRM systems are usually implemented after accounting software, there are many organisations which have two systems – one for accounts and one for CRM, with both systems working independently of each other.

In the current economic climate, business is becoming more competitive and more and more companies are realising that it costs more money to acquire new customers than it does to retain existing ones. Consequently CRM systems are becoming more of a necessity. 

Within an organisation, both accounting systems and CRM systems contain valuable nuggets of information which if correctly interpreted and addressed could result in a significant competitive advantage. However if different departments are working independently of each other, key information amy never become common knowledge throughout the organisation and therefore will never be acted upon.

The integrated business management solution, Sage 200,  could change this and completely revolutionise the way your company operates: improving efficiency, effectiveness and bottom line at the same time as delivering a rapid return on investment.

Sage 200 helps organisations to automate and bring together all their key businesses processes, enabling them to benefit from controlling all of the information related to their customers through one piece of software, rather than having several unconnected pieces of software which often result in poor customer service and ultimately poor retention.

Additional benefits of the Sage 200 Suite include:
• It’s robust and flexible software 
• It’s a modular solution- the software will be configured to suit your key business requirements and you will not pay for the modules which you do not need.
• Because Sage 200 works throughout your business, it can provide data from any area to anyone else who needs it.

Concentrix is based in the heart of the UK  and has been an accredited Sage Business Partner since 2004. Sage 200 is a key product for Concentrix and it complements the range of business management, CRM and Accounts solutions which they provide.

Concentrix has created a free Sage 200 factsheet (on the latest version Sage 200-2009) which is available for download.

For more information about Sage 200, please contact Concentrix on 01509 410500 or email [email protected].

Free Seminar: GoldMine Version 8.5

FrontRange solutions will shortly be releasing GoldMine Premium Edition version 8.5.  The latest version release is expected to generate significant interest from current GoldMine Premium Edition Users who will be able to upgrade completely free of charge. However, there will also be significant savings for GoldMine Corporate Edition and GoldMine Standard Edition users providing they purchase the latest version by 30^th April 2009. 

Concentrix is hosting a seminar for existing customers to launch the latest version of GoldMine Premium Edition 8.5 in May. The Seminar will be a perfect opportunity for customers to

See the latest tools and features of GoldMine 8.5

·         Talk to experts from FrontRange and Concentrix

·         Ask questions about the software

·         Network with other GoldMine users.

Further details about this event will be released shortly, however to register your interest or for more information about promotions currently running, please contact Concentrix on 01509 410500 or email [email protected].

Is GoldMine Premium Edition Right for your Business?

With an excellent reputation for being a Customer Relationship Management solution which helps organisations manage their business, share customer information and improve employee knowledge, GoldMine has an extremely loyal customer base. In addition, GoldMine is easy to use and affordable.

GoldMine Premium Edition was released in 2007 and builds on the success of earlier editions of GoldMine software by offering enhanced functionality, flexibility and usability, while still delivering a highly cost-effective CRM solution. The latest version of GoldMine Premium edition is due for release shortly and it packed with new features including an easy-to-use and intuitive layout and user interface, which will improve functionality and usability.

GoldMine Premium Edition is ideal for organisations which require their CRM system to:
• Quickly deliver return on investment
• Can be easily configured to meet business requirements
• Has low cost of ownership
• Is easy to deploy
• Easily integrated with other applications

Concentrix in association with Runaware has produced a free trial of GoldMine Premium Edition.  The trial is pre-populated with data and it gives you the opportunity to evaluate whether GoldMine Premium Edition would be beneficial to your business without you having to commit any capital. In addition the trial has a user guide to help you through any areas which you don’t understand. To trial GoldMine Premium Edition, please click here.

Concentrix is based in the heart of the Midlands and has supplied GoldMine software for almost a decade.  Concentrix is a leading UK business management software, customer relationship management software and IT solutions provider and provides the best in breed CRM solutions including Sage CRM, Microsoft Dynamics CRM and FrontRange GoldMine. Concentrix takes a product agnostic approach to implementing CRM software and this ensures that you get a solution which best matches your companies requirements.

For more information about GoldMine Premium Edition, Concentrix or to discuss your requirements in more detail please contact us on 01509 410500 or email [email protected]