Hermann Alvino CRM Sales & Technical

presentations for AMDOCS.

These presentations are based on a scenario described at the beginning.

Names of Seller, Products and Customer are fictitious; rest of elements corresponds
with different real business and technical situations.
Scenario (1/4) ACME CRM

Global deployment of ACME CRM Sales Force Automation, Marketing

and Analytics for multinational PHARMA PRESCRIPTit CORP.

This deployment is engaging the corporation in a deep organizational and

cultural change that have three initial challenges:

- Acceptability by users.

- Match and integrate current processes and procedures into the new
applications from technical and cultural perspectives.

- Integrate new CRM applications with existing ERP platform.

Country deployment for 450 Salespersons-Indirect Sales, 150 Salespersons-

Direct Sales, and 15 products’ Experts.
Scenario (2/4) ACME CRM

Salespersons with tablet pc’s are engaged in indirect sales presenting

products to physicians together with messages structured by marketing
units. Goal is to convince physicians to use products in their prescriptions.
Direct Sales focused in Pharmacies and Distributors (Partners) completes
the sales loop.

Products’ Experts give support information to Salesperson sharing

visibility of part of their interface.

Marketing department elaborate messages and share visibility of part of

their interface with Salespersons.

Analytics module provides framework to establish tactics and strategies

for Sales and Marketing units.

Product acceptance by physicians will make them to prescript it to

patients. Written prescription will be used to purchase product at
pharmacies.
Scenario (3/4) ACME CRM

An exclusive web portal for Distributors (Partners) will be considered and

deployed in the future.

Existing corporate web portal provides to visitors with complete

information about products covering specifications, medical studies,
protocols, etc.

ACME-CRM software sales’ cycle stages already completed are:

- Corporate presentation.

- Products and solutions presentations.

- RFQ for Sales, Marketing and Analytics has been recently received
by ACME CRM to be filled.

- Pilot application still needs to complete the gathering of prospect’s

requirements before a first demo session.
Scenario (4/4) ACME CRM

Current stage is still covering business and functional prospect’s

requirements.

This presentation will cover chosen characteristics, functionalities and

benefits of the Sales module proposed accordingly with prospect’s sales
process and needs.

In order to give a more complete perspective, Marketing and Analytics

features are also presented.

Current information about local corporation is still being gathered to

structure a complete ROI analysis from ACME.CRM perspective.

Goal of presentation is to confirm business perspective, reaffirm prospect

engagement and relationships with spokepersons responsible to transmit
prospect requirements.
ACME-CRM SFA Sales Presentation ACME CRM

What ACME-CRM does

How ACME-CRM does it

Why ACME-CRM

What ACME-CRM will do for PHARMA PRESCRITit

ACME-CRM interface

ACME-CRM empowerment &

PHARMA PRESCRITit process flow

PHARMA PRESCRITit landscape

ACME-CRM Sales Force Automation

ACME-CRM Marketing

ACME-CRM Analytics
 (1)
What ACME-CRM does (1/2) ACME CRM

ACME-CRM acts as framework for organizational change in order to

Attract, Engage, Sell & Retain Customers. This is done through:

- Shortening your sales cycles and increase your revenues.

- Making your sales & marketing personnel more efficient.

- Helping to create a market differentiation and to create the 80/20 niche.

- Improving your account management and sales team collaboration.

- Achieving a holistic view of all your account interactions, resulting in

informed professionals and satisfied customers.

- Gaining insight into all your sales activities including pipeline and
forecasted revenue, for more informed and accurate sales planning and
marketing strategies.
 What ACME-CRM does (2/2) ACME CRM

ACME CRM provides

analytical functionality

Landscape
Analysis

ACME CRM New Product Market

provides ACME CRM
& Service Multi-
preloaded and ad- provides
Control Opening channel Multichannel
hoc reports for
Strategy Access
control and
monitoring
Expansion

Extension

ACME CRM provides

ACME CRM provides tools Business Action capacity to act in real time:
for configuration, workflow Continuity campaigns, accounts &
escalation & integration in activities assignment, etc.
real time
 How ACME-CRM does it (1/2) ACME CRM

With its technology, ACME-CRM Deployment

Zero Footprint
provides a platform based on
Bandwidth Options
-Multichannel approach for all Interaction Model
Standard Web Refresh
Discover
stakeholders: sales, marketing, Smart Refresh
Design Explicit Save
field service, partners –distributors Smart Save
Configure
& suppliers, final customers. UI Widget Set
Validate HTML Native Controls

- Real time information Deploy Calendar Control

Calculator Control
management. Currency Control
Rich Text Control
Enhanced Drop-down Control
Enhanced List Control
- Real time information sharing. Drop-down Menus

Accessibility
- Seameless integration with ERP- Basic Style Sheet support
Advanced Style Sheet Support
Back Office & Legacy Systems. Basic Browser Keyboard Support
Enhanced Keyboard Support
 How ACME-CRM does it (2/2) ACME CRM

Front-Office (CRM)

Call Center eCommerce

Channels DW
Sales Analitics Analíiics

Face to
Face Field Service Employee
Stakeholder
Web Marketing ...
Db CRM
Customer
E-Mail ....

Employee Web Server

Fax
Gateway

Partner WAP Firewall

Chat Procurement ....

Phone Inventory … Db
Inventory
Finance Projects Finance
… HHRR,…
Administration SW Library
Encript, LDAP… Logistics HHRR Legacy

Back-Office (ERP)

Client Web Database

Servers Application Servers Servers
Why ACME-CRM (1/2) ACME CRM

ACME CRM’s quality of products and

services has been driven to:
CRM Market Share
- Establish a growing market sharing (large corporations)
supporting a CRM ecosystem.

-Consolidate a solid financial structure

with an optimal proportion between
revenues from new licences and support
that allows a continuous strong investment
in innovation and quality.
Why ACME-CRM (2/2) ACME CRM

ACME CRM’s tecnology offers a robust

platform based in the state of the art in
CRM Magic Quadrant
order to preserve investment and
optimize cost of ownership:

- First class support for configuration and

upgrading

- Compatibility with OS’s, browsers,

database and integration with office ACME-CRM
suites

- Compatibility and integration with

ERP’s and legacy systems

- Partnerships with software world

leaders

-Growing world solid reputation

 What ACME-CRM will do for ACME CRM
PHARMA PRESCRITit
Benefits Costs Reduction

ACME-CRM SRF •Customer retention •Customer acquisition costs

Direct & Indirect Sales •Sales efficiency and Effectiveness •Order error reduction
•Average value per transaction •Reduced training cost
•New sales rep. performance •Employee retention

ACME-CRM Marketing •Increase conversion rate •Reduced campaign development costs

•Increased number of campaigns
•Increased average revenue per sale
•Increased revenue from improved new
product/service development cycle reduction
•Increased retention rate for premium
customers
•Reduced campaign deployment costs
•Improve management of campaign
profitability
•Reduced cost from migrating to web/email
campaigns
•Reduced advertising cost

ACME-CRM Analytics • Increase vision of trends •Reduced use ot IT tools

•Increase Customer behavior knowledge •Reduced timing of knowledge acquisition
•Increase knowledge of landscape & competition
reaction capacity
ACME-CRM interface ACME CRM

Sales CallCenter Marketing My ACME-CRM Administration

Accounts Contacts Opportunities Quotes Activities Expenses

Reports Sales Targets Incentives Territories Price Models Partners

New Edit Cancel Delete Search

ACME-CRM empowerment & ACME CRM
PHARMA PRESCRITit process flow
PHARMA PRESCRITit Sales-Direct

View New Partner Check Use Sales Generate Place Order

Leads Analysis Marketing Tools Quote
Messages

PHARMA PRESCRITit Sales-Indirect & Field Sales

View New Manage Check Use Sales Populate

Leads Agenda Marketing Tools database
Messages

PHARMA PRESCRITit Marketing

Campaign Campaign Campaign Segment Partner

Planning Execution Analysis Analysis Analysis

PHARMA PRESCRITit Web Commerce-Partners

Receive Browse Generate Place Order

Promotion Web Quote
Catalog

PHARMA PRESCRITit Web-Self Service

Logon to Access Self Browse Solve Call for

Portal Service Site FAQs Problem Help?
ACME-CRM Sales Force Automation ACME CRM

View New Check Use Sales Populate Analyze

Leads Marketing Tools database
Messages

Prospects Visibility Quotes Product Tactic Plans

&& on Recognition
Territory Orders Quarterly
Marketing
assigned by Product Plans
Campaigns Expenses
manager a/o Acceptance
Sale Targets
authomated Agenda
Tactic data
Assignment Visits targets
Events
Manager Medical
Event targets
Office tools Samples
Business
Marketing
targets
Imported Issues
data from
3rd Party
database
 ACME-CRM Marketing ACME CRM

Campaign
Execution
Campaign
Planning
Salesforce
Define Targets Messages
&
Create Campaign

Personalized
Web Offer

Personalized
html eMail
Partner
Analysis

Segment Web Product

Analysis Catalog
Campaign
Analysis

DW
Analíiics
 ACME-CRM Analytics ACME CRM

• A pre-built data warehouse with ready

• Seamless end-user experience when to use reports and customization options
generating, scheduling, viewing, and
printing reports
• More than 150 types of reports
classified in four categories:
• Reports are designed in ACME CRM – Sales and Territory, Products,
Tools and/or MS Visual Studio Periods
– Direct and Indirect Sales & Quotes
• Data extraction from CRM & ERP per Products, Salespersons
platforms – Campaigns results per Channel,
Recipients, Periods, Products
• Enables Partners and Customers with – Activities per Salesperson and
visibility privileges to view reports from Customers
a web browser
• Export, Printing, eMailing functionality
• Export, Printing, eMailing functionality

• Different possibilities of presentation:

• Different possibilities of presentation: Graphics, Pie chart, Tables
Graphics, Pie chart, Tables
 ACME CRM

Thank you
ACME-CRM SFA ACME CRM
Technical Presentation

ACME-CRM topology

ACME-CRM SFA 3-tier model

 ACME-CRM topology ACME CRM

Front-Office (CRM)

Call Center eCommerce

Channels DW
Sales Analitics Analíiics

Face to Field Service Employee

Face
Stakeholder
Marketing ...
Web
Db CRM
Customer ....
E-Mail

Employee Web Server

Fax
Gateway

Partner WAP Firewall

Chat Procurement ....

Phone Inventory … Db
Inventory
… Finance Projects Finance
HHRR,…
Administration SW Library
Encript, LDAP… Logistics HHRR Legacy

Back-Office (ERP)

Client Web Database

Servers Application Servers Servers
ACME-CRM SFA 3-tier model(1/3) ACME CRM

Presentation
Client Thin UI
Tick UI
(dedicated) (browser)

Web Server Objects: logic, business

rules
Application
Server

Database Data
Server

Database
ACME-CRM SFA 3-tier model(2/3) ACME CRM

DHTML:
Activex Javascript Presentation
Object X:
html Client
Applets Tick UI Thin UI Data
CCS (browser) Methods
(dedicated)
PhP IE, Mozilla, Firefox
(browser) Object Y:
Web Server Data
Microsoft, Objects definition: logic,
Sun, IBM, Methods
Enterprise Java Apache,
business rules
Application
Solaris, …
Server Object Z:
Microsoft
MS CRM, Data
SQL
Oracle & Methods
Siebel,
SAP, …
Database
Data Model
Server

Database

r
ACME-CRM SFA 3-tier model(3/3) ACME CRM

Objects Definition

Mobile (thick) Web Control

(thin)Client- Screen View Applet
List Column
Client
browser

Local
Database
Gateway

Web engine
Object
Web Server Manager

Application Server Parent Bss. Child Bss.

Field
Components Objetc Object
Server
File
System
Database
Server

Table Column

Database
 ACME CRM

Thank you