Part 6 – Capsule CRM – Managing Interactions
Currently UC uses a CRM system that is server based and its API does not interact with the accounting system. As a result, it is quite cumbersome and most staff really detest the double entry required. This leads to staff rarely using the CRM, viewing it more as a barrier to selling rather than a way of increasing sales, by building better relationships. Capsule CRM was put forward as a solution.
It was determined that a few things were really essential.
- The CRM needed to talk (API – Connect) with the accounting system. So information didn’t need to be double handled, i.e. entered in accounts and then re-entered inside the CRM.
- Account information would flow into the CRM for the customer
- The CRM could be accessed from anywhere i.e. on the road by sales staff
- All interactions could be easily recorded; phone calls, sales meetings, emails, etc.
- Simple reminders to be set up
- Opportunities created in the CRM that could be reviewed by the national sales manager
- Potential leads and prospects to be monitored
Capsule CRM is by no means salesforce or one of the big players in the CRM market, however, it is an extremely easy to use CRM, that has full Xero and Dear integration. This allows for Capsule to pull and push useful account information from these systems.
Capsule pulls account information out of Xero, including contact information, account balances and pushes across account/customer information into DEAR.
As such it was found that Capsule achieved all the simple goals that UC had for its sales staff, and it did so in a very straightforward and easy to understand manner.
Additionally, you can add files (which are stored online), have a shared calendar, which you can use to track all your external sales representatives on their road trips (a key issue), a very user friendly search engine to find anything you are looking for, tags for keeping track of similar themes, prior orders (last order date), and when contact was last made, and so forth.
Many would suggest capsule is too simplistic, however in this situation simple was great, as the more complex the solution, it was found that take up by sales staff was inversely affected.
The current system cost almost $6000 annually.
Capsule CRM costs $12 per user/month. With 20 users this equates to $240/month or $2880.
Which is significantly (52%) lower than what is paid for currently. Included in the price are any updates, whereas the current system, requires that you pay for any major upgrades, and you would have to put some indirect costs from maintaining the server towards running this solution.
It can be argued however that the current system has more features, but because of the constant double handling, and the very difficult user interface, it tends to be just left on the wayside. It is a very costly tool to be set aside collecting dust for $6000/Year (fixed contract).
Albeit Capsule comes across quite simplistic, but therein lies its greatest strength, as it is very user-friendly, but still retaining the core features required by UC.
In the next part we take a look at e-commerce software:
Part 7 – Shopify – B2B interface and POS
Previous posts in this series:
Part 2 – Inventory Management
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