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Australian Government National Disability Insurance Agegency suffers extended CRM issues

Originally on itnews.com.au by Justin Hendry

The Department of Human Services will upgrade network components underpinning the National Disability Insurance Agency’s CRM following a fortnight of “intermittent” issues.

The work, scheduled over the weekend, was prompted by an “increased level of outages” of the system over the past couple of weeks, the insurance agency’s deputy CEO Michael Francis told a senate estimates hearing.

The SAP CRM is one of the agency’s core business systems. DHS is responsible for the National Disability Insurance Agency’s (NDIA) technology environment.

The agency has offices in 14 regions across the country.

Francis was unable to say just how widespread the issues were, but said there had “not [been] a solid period of outage”.

Recently appointed CIO Ian Frew or other senior IT staff were not present at the hearing to answer questions.

But a statement provided by NDIA’s office of the CIO said it was working with DHS on this issue.

“The issue is believed to be caused by [Microsoft] DirectAccess 2012 and an associated software-based load balancing process,” the statement said.

DirectAccess is a remote access technology that is built into Windows Server.

“DHS are in the process of replacing this platform with DirectAccess 2016 and a hardware-based industrialised load balancing process,” the statement continued.

“This will provide greater capacity as well as more visibility of the workload.”

Francis said configuration of the upgraded network software would take place over the weekend, with testing to be undertaken on Monday June 3.

“If user testing is successful DHS will transition an increasing number of DirectAccess connections into the new platform,” he said.

“This should take pressure off the existing platform, which will further improve overall connectivity.”

Spending On CRM Apps Predicted To Soar In 2018

Posted by Louis Columbus of Forbes.com

59% of technology C-level executives said they plan to invest more with Salesforce on integration projects following its acquisition of Mulesoft.

Sales & Marketing are the top two spending priorities in SaaS, suggesting that demand remains strong for Salesforce (NYSE: CRM) and ADBE (NASDAQ: ADBE).

– 76% of C-level technology executives expect budgets for Microsoft Business Intelligence (BI) and analytics tools to increase the most in 2018, leading the category.

– 39% of C-level technology executives said they plan to initiate investments in Blockchain in 2018, and 34% are currently evaluating it/doing a proof-of-concept. That amounts to a very high 73% of technology C-level execs exploring Blockchain.

These and many other fascinating insights are from two research notes from Cowen published on May 29th, Cowen IT Spending Survey: Positive Momentum Continues and Takeaways from Cowen’s IT Spending Survey On Apps, Database, and Analytics (both client access reqd.) The Cowen IT Spending Survey was conducted during April & May 2018. It’s the largest the firm has ever completed, interviewing 157 senior IT professionals across key industries with material IT budgets. Respondents are limited to senior technology professionals with roles including CIO (31%), CTO (27%), Chief Data or Digital Officer (4%), and Senior IT Management (38%). In aggregate 62% of total respondents are in technology C-suite roles.

Industries represented include Communications & Media (34%), Financial Services (24%), Healthcare (10%), Consumer Packaged Goods and Retail (8%), Auto & Manufacturing (4%), Business Services (4%), Energy & Industrials (4%), Real Estate (3%), Food & Beverage (1%); and Other (6%). Please see pages 9 and 10 of the Cowen IT Spending Survey: Positive Momentum Continues and Takeaways for additional details on the methodology.

Key takeaways from the study include the following:

Sales & Marketing are the top two spending priorities in SaaS, suggesting that demand remains strong for Salesforce (NYSE: CRM) and ADBE (NASDAQ: ADBE). Cowen sees this as indicating companies are continuing to invest in front-office applications to drive customer-facing digital transformation initiatives. Cowen found technology C-level execs are most increasing their spending this year on Marketing, Service and Sales-related SaaS projects (all of which are in included in the CRM category of the survey). CRM is far and away leading all budget growth priorities in 2018. Salesforce Automation (SFA) moved from 3rd in the Cowen December 2017 survey to 1st in this one. Cowen found that technology C-level execs continue to place a high priority for innovation on front-office applications, particularly Sales & Marketing, with the goal of digitally transforming their businesses to sharpen the focus on top-line revenue growth strategies and plans.

Cowen IT Spending Survey: Positive Momentum Continues and Takeaways
59% of technology C-level executives said they plan to invest more with Salesforce on integration projects following its acquisition of Mulesoft. Cowen’s survey analysis found that the 59% of technology C-level execs will invest more with Salesforce is over 2x the 28% who said they plan to emphasize continuing the use of 3rd party tools for integration needs. APIs and integration tools are becoming increasingly important as enterprises build next-gen application architectures and integrate various cloud-based and AI-based services, and Salesforce is now in a position to capitalize on this with the acquisition of Mulesoft.

Cowen IT Spending Survey: Positive Momentum Continues and Takeaways
76% of C-level technology executives predict budgets for Microsoft Business Intelligence (BI)/Data Visualization analytics tools to increase the most in 2018, leading the category. Microsoft continues to dominate the BI/Data Visualization landscape with the company at the top of the list in each of the enterprise software surveys Cowen has conducted since May Cowen credits Microsoft with the advances they have made in key category products including their traditional BI stack platform (SQL Server), Azure Services and their interactive data visualization product, Power BI. Amazon’s AWS Quick Sight is in 2nd place, with 52% calling it a top investment priority up from 37% in the Cowen December 2017 survey, and 12% in the firm’s May 2017 survey.

Cowen IT Spending Survey: Positive Momentum Continues and Takeaways
Cloud-Native Databases and App Integration remain the highest priority in Data Management with technology C-level execs in 2018. 38% of technology C-level executives (up from 36% in the December 2017 survey) prioritized Cloud-Native Databases as a top spending priority. 35% (down from 47% in the December 2017 survey) highlighted Cloud API/Application Integration tools as a top spending priority to enable greater revenue growth in their companies. Cowen believes demand for Cloud API/Integration tools will continue to be strong as enterprises build next-gen application architectures and integrate their diverse cloud-based and AI-based services. Salesforce is now in a position to capitalize on these market dynamics due to their acquisition of Mulesoft and the opportunity to bring greater contextual intelligence and insight into every customer interaction and relationship.

Cowen IT Spending Survey: Positive Momentum Continues and Takeaways
Microsoft and IBM are preferred vendors by technology C-level execs for machine learning and Artificial Intelligence (AI) applications with Salesforce gaining ground in 2018. 33% of technology C-level execs indicated that Microsoft is the vendor they would be most likely to work with on machine learning and AI projects in 2018, overtaking IBM who has dropped in the Cowen survey. Salesforce jumped to 3rd place to 5th overtaking the Google Cloud Platform (GCP) and Amazon Web Services (AWS) with 14% citing the public cloud leader as their preferred vendor for machine learning and AI. Cowen finds these results track perfectly with their recent partner survey, 1Q19, Preview; Expect Solid Quarter; Survey Shows Very Positive Reaction to Mulesoft.

What is CRM Screen Layout

This is the front of Infusionsoft when you log in.

New Infusionsoft Screen Layout
As you look at your screen you will see on your top right hand side tabs for: -Help Log OutFind A Person
-Help me with this page -Person
-Help me get started -Subscription
-View my service tickets -Affiliate
-View the Infusionsoft community -Find an Infusionsoft Certified

Consultant
Coming across from your left hand side you will find tabs for: – Home- People – Company – Affiliates
-Add a Person o Add an Affiliate
-Find Peopleo Find Affiliates
-Add a Note
-Opportunities- Orders- Reports- Setup
-Add an opportunityo Add an ordero View All Reportso My profile -Find opportunitieso Find orderso Users
-Enter a paymento FollowUp Sequences
-Process a refundo Templates–Email/Fax
-Lead Sources
-Order Forms
-Web Forms
-Shopping Cart
-Products
-Subscriptions -Affiliate Programs -Affiliate Redirects -Affiliate Resources -Import Records / -Check for Dupes -Misc Settings

Finally you will find a rather large tab on the vertical left of your screen. Place the arrow there and the email tab will appear.
Going Through The Infusionsoft Screen Layout
What we are going to be looking at is “people”. But the first thing you come to on the front screen is a calendar; a list of tasks/things to do which is similar for virtually every CRM system; up here we are going to search for a person – for our example I am going to use me in the first instance.

You will get your “Infusionsoft Login” from Infusionsoft when you first start off. It will then take you through a wizard (my system is set up so I can’t take you through that wizard). But it will take you through a wizard to set up some of the data that I am going to show you. This is where the first contact record is. This is actually me – see list below.
George Slater (back to search results)

General
-Address -Additional Info -Person Notes -Survey -PayPal / Ebay -Logins
-Linked People

General Information
-First Name
-Last Name -Company -Company-Job Title

Person Type
-Please select one Prospect Client Competitor Personal Supplier

Lead Source
-Please select Coach In Charge
-Please select one

Billing Address
-Street Address1 -Street Address2 -City
-State
-Postal Code -Country -Phone / Fax-

Tasks
-AffiliateTracking -Orders
-Tracking
-Box File

Pending Task

Activity Log
-Recent Email History -Sent
-Received
-Campaign
-Batch
-Click History

Looking at me we can see name, company, job title, the type of person I was talking about which is if they are a “client”, “prospect” or “competitor”. (So I’m going to put that in as a client.) The lead source that we talked about, so I will put it in as website and who the owner is.

One of the questions we had prior to the event was: “How can I look at data and I just want my own list? I don’t want everybody’s list.” It’s possible within the system to set it up so only a user can see the people that they are qualified to see based on the person in charge of that account. So, I can only see my clients, you can only see your clients. For example: Your coaches for instance can only see their clients. They can’t see everybody else. They can only see two hundred clients that’s all they can see. As they change, as the listing is changed, automatically their view changes.

Q.`That is set up how?
A. Using the “owner ID”. You can change it to a different name so you can, for instance, put it in where a mask goes over the top. So we can change that name if you wanted to “person in charge” or “coach in charge”.
Q. Are there parameters you can set for that?
A. Yes.

CRM the term used for software that run Customer Relationship Management systems

The history of CRM comes from the direct marketing (direct mail) industry (contact management systesm), the utility companies, sales force automation (SFA) products and client name and address systems within the EPR (Enterprise Resource Planning) areana – namely Accounts Recievables, Manufacturing and Sales Order processing. Binging client information together into one place, called a 360 Degree view of the client, is the ambition of a modern CRM system.

Authors in this Area.

Not the first but probably the most noteworthy authors in this area with consideration to how the business in the new information era should use a CRM are Peppers and Rodgers. These authors really put the idea of the 360 degree view of the client and increased profits from lower churn and high resales. Other authors are George Slater, Infusionsoft Best of the Best, author or Better SEx (sales and extrodanary profits) with CRM along with Tom Sieble the aritect of Sieble Software (now owned by Oracle Corp).

Disperate CRM Software

This is where parts of the CRM software are not joined together by computer code or business procesess. This often happens in older organisations where there is great investment in old systems that do not “talk” to the newer CRM or Sales Systems.

Often information has to be exported and imported between systems to keep them up to date. Intergrated CRM Software This is where the CRM system is intergrated in part or in whole by computer code into itself and some outside systems.

For example with the online CRM application Infusionsoft they have a API (application program interface) that allows for intergration into outside applications such as Paypal, Ebay, Business Direcotries and Forums. This means that if one part of the information on a client is updated then all the other systems, with their own databases are updated at the same or near same time.

Enterprise Single Database

CRM Software This is CRM software that is completely intergrated into one enterprise software solution, such as Oracle or SAP. There is just one Database (or that is what there should be). This one database is accessed by many different software modules, such as accounts, payables, CRM and Manufacturing. The data is updated and because there is only one database that information if updated for everything.

CRM Perth

Customer Relationship Management with E-commerce, Contact management using Infusionsoft Us Now on 0478 612267

If you are looking for the best CRM systems in the World then you have come to the right place. It could be a simple 3 or 4 user system just tracking your clients and sending out a few letters all the way to 50 – 100 people using full automation, intergrated CRM linked into Accounts, Forum, Directories and so on and so forth.

Whatever your requirements please fill in our contact us form to allow us to firstly understand your issues and then allow us to put forward a complete solution for you.

Our CRM services in Perth include but are no limited to:

Online CRM – Software as a Service (SAAF)
In house CRM – Software loaded on your machines with remote access
Contact Mangement and Reporting
Ecommerce Website intergration
Online Mechant Factilities
Online Shopping Carts
Online Sales Forms
Online Web Forms
Autoresponders
Web Sites and web capture pages
Customer Files, including all tasks, emails, form, phone and fax interactions
Product and item Tracking
Service Level Agreements
Sales and Lead Tracking
Systems integration
Digital Serial Number Generation and Tracking
Word and Excel Integration
If you systems do not fit your requirements we are also happy to act as your in house consultants. We will help you define your business requirements, chose the right solution and then purchase and implement the solution all bound within a hard Return On Investment model.

We work towards getting you a return on invest within a 9-12 months period, increase sales, increase sales/lead quality, increase client satisfaction and heavily automate all functions possible to help you reduce your reliance on staff and increase their value to your organisation.

Call Us Now 0478 612267

CRM Perth

Regards George Slater
Infusionsoft Marketer of the Year 2006
Infusionsoft Best of Best 2007
Author or “Better Sales & EXessive Profits with CRM”

Copyright CRM Perth

Setting Up Your CRM System

Setting Your System Up
Transcript

This is what we are going to look at now and will be the last slide before we start doing it. Infusionsoft have just implemented a new application, or rather a new look and feel to the application. So that was formally known as groups have become “tags”, contact type has become “person type”. We have within the application tags (groups), so we can put people into groups and later on we can start searching for people in groups.

The Person Type is often referred to as the Service Level Agreement. For a lot of people in the information marketing area, a service level agreement will be something like a platinum inner circle member, a gold inner circle member, a inner circle member, a starter pack via a newsletter person. The person (contact) type often refers to that in those terms in that way because it helps the people in your organization. It’s always on the front page of any CRM system and allows them to know that’s the way the person should be treated when they come through on the telephone. Or if they telephone a person they can see what type of level they are within their organisaiton. And that often relates to a service level agreement and a contract that they have with them.
There are other “fields” in the system that we will look at. All CRM systems, including Infusionsoft, are absolutely brilliant in that they allow you to change all the names of your contacts. For instance, in your industry (the beauty industry) we’ve called it “salon” rather than “business”. You can change it to whatever you want. I’ve set up a system for local government superannuation boards. They call theirs “super clients” and different clients. Those lexicons of words are very important sometimes to people. On your website you might call them different things to the standards. We will set some of these up.

“Lead Source” is very important. When you first start off you are probably just doing some things yourself, putting some data in that you’ve got from an excel spread sheet where you have been doing a bit of business already. You then start off a pay per click campaign using Google adwords. You don’t need to understand at that level straight away what your sources are. But as your business grows that will become very, very important. You need to understand where that lead is coming from because that lead represents where you are spending your advertising dollar. You need to know and understand what your return on investment is.

The rest of the contact types and information we will go through. When you set up any Infusionsoft system or CRM system, you need to set yourself up a “Profile” as well. You need to put in there who your company is; who you are; and to send emails out you always have to put an “Email” address in there. So that is what we are going to go and look at and do now.

So if you can just log onto your CRM system now. This is the front of Infusionsoft when you log in.

Planning your CRM Implementation

Getting Your Processes In Place

Transcription of the following video.

The next thing I go on about which you all need to do before putting a CRM system in place, even if you do it on a scrap of paper or on a serviette, is to put something down in writing before you implement the system. It’s far more cost effective to have a plan, for example you would have a plan of the house you are going to build. Then question it. Is that where I want the windows; is that the type of flooring I want; is that the type of roofing I want. You do this prior to actually building the house. Once you start and have layed the concrete, once it is down it is very difficult to dig it back up. Once you decide you want the electrics in that place and they’re run through the ground, it is very, very difficult to go back in and change it all.

It’s exactly the same with a CRM system. If you have decided to set it up in a certain way – yes you can go back and change it. But it much harder to go back and do that if you make a mistake in the first place. What you then do is what I call build a skeleton. You will see me doing this all the way through. I build customer relationship management systems, so I don’t necessarily do copy. People like Gemma do copy. Gemma will have seen me build up a system, the skeleton and then you go and put the meat on the bone.
For example: this is the seven part auto responder. It’s got four or five sentences in it. We can set that up and get it going and then we can go back and add to that later on. We want to get it up as fast as possible. So for instance Linda if you are selling something on Perth Business Websites, for the new service you have you might just want to get something up and going and go back later and add to it and add to it, etc. We all know we are going to change everything all the time!
Once you have the right process in place, you have mapped it out, it is much easier to do it that way, than it is to put things in that have to take bits out. I’d always recommend: put your plan in place; the question it; build a skeleton; then put some meat on the bones. That’s what we are going to do later on.

Web Based CRM Software

Web Based CRM Software

Web Based CRM Software – or Software As A Service the term used for software (Customer Relationship Management computer applications) that are provided as a service over the internet.

The history of these systems comes from the days when computer services were delivered as a service. Companies such as IBM, Amdal, EDS and others used to sell mainframe time to run business applications.

As computing became cheaper, following “Moore’ Law” these systems fell away. But now with the event of the internet, cheap communications, low licence costs they are back with avengance.

One of the main software applications to follow this model is CRM or Customer Relationship Management.

CRM and SFA (Sales Force Automation)

CRM and SFA (Sales Force Automation) work very well on a dispersed modle. Sales forces, support centers, technicians and sales managers the core users of these applications, are often out of the road and carringing their laptops and mobile communications devices.

Having software that needs to Sync data, deal with data corruption, internal and external sercurity and communictions is a huge cost if you want to do this inhouse. Therefore a lot of companies are looking to Web Based CRM Software solutions as a way to provide service to their staff, cheap costs low and havwe 24 x 7 x 365 access to their data.

Binging client information together into one place, called a 360 Degree view of the client, is the ambition of a modern CRM system.

Intergration of Web Based CRM Software Solutions

One of the main reasons that companies want internalised systems is intergration with there other systems and data. With modern Web Based CRM Software Solutions this has mainly been overcome. The companies providing these Software As A Service Solution have built software gateways know as API’s (Applications Program Interfaces) that can be accessed and also deliver data to internal applications.

The main companies providing Web Based CRM Softeare As A Service are:-

Infusonsoft – Pheonix based company offering a Enterprise CRM, Ecommerce and Affilaite system for a small start up fee and then between $199 to $499 per month for between 1 and 10 uers.
Salesforce online: Providing a great Sales Force Focused CRM Solutions. Prices Start from Around $2,500
Oracle: Offereing Siebel – the best system on the planet for about $4,500 plus monthly charges.
Our Small Business CRM Software Solutions services in Perth include but are no limited to:

Online CRM – Software as a Service (SAAF)
In house CRM – Software loaded on your machines with remote access
Contact Mangement and Reporting
Ecommerce Website intergration
Online Mechant Factilities
Online Shopping Carts
Online Sales Forms
Online Web Forms
Autoresponders
Web Sites and web capture pages
Customer Files, including all tasks, emails, form, phone and fax interactions
Product and item Tracking
Service Level Agreements
Sales and Lead Tracking
Systems integration
Digital Serial Number Generation and Tracking
Word and Excel Integration

Small Business CRM Software

Small Business CRM Software

Small Business CRM Software is the term used for software (computer applications) that run small business customer or citizen relationship management systems.

The history of these systems comes from the direct marketing (direct mail) industry, the utility companies, sales force automation products and client name and address systems within the EPR (Enterprise Resource Planning) areana – namely Accounts Recievables, Manufacturing and Sales Order processing.

Binging client information together into one place, called a 360 Degree view of the client, is the ambition of a modern CRM system.

These systems started to be made availible to small business and SME’s in the mid 80’s with the advent of systems like Ability, Excel and some apple products. Very soon after that small contact management solutions such as Maximizer, Goldmine and Act become available. These were very much personal productivty tools. Often highly intergrated with the MS Office Applications Suite.

As time progressed and we have had the advent of the internet small business crm software has progressed to be database (SQL) driven. And there are now both online and offline solutions that small businesses can choose from.

Often a small business looking for a CRM solution is better off if it comes as part of their core business. Ofr instance in the Beauty Salon World Hairware and Beautyware have CRM built into them, as does APEM with for the Service Industry.
For Small Business and SMEs looking for good offline CRMs its hard to go past Le Grand a SQL based applications with a number of online intergration points.

For those wanting a Web Based CRM Software Solution or SAAS (Software as a Service Solution) Infusionsoft CRM is probably the best CRM and E-Commerce System in the market and will be for the forseeable future.

Pure Sales force companies should also look at Sales Force Online and any organsition over $50 million should take a look at Oralce’s Online solution.

Our Small Business CRM Software Solutions services in Perth include but are no limited to:

Online CRM – Software as a Service (SAAF)
In house CRM – Software loaded on your machines with remote access
Contact Mangement and Reporting
Ecommerce Website intergration
Online Mechant Factilities
Online Shopping Carts
Online Sales Forms
Online Web Forms
Autoresponders
Web Sites and web capture pages
Customer Files, including all tasks, emails, form, phone and fax interactions
Product and item Tracking
Service Level Agreements
Sales and Lead Tracking
Systems integration
Digital Serial Number Generation and Tracking
Word and Excel Integration

What is CRM

What is CRM?

Customer relationship management (CRM) is a phrase that includes ways that organizations use data to manage and analyze customer interactions throughout the customer lifecycle. The general goal is to increase sales via good business relationships, retention of high valaue clients and drive profits and growth.

CRM solutions are designed to build lists of customers and information about that can be used across different parts of the organisation including the company’s social media, web infrastructure, phone and text, direct customer support, direct mail, marketing and support. CRM systems give’s customer-facing staff detailed real time information on a customers’ information, purchasing, buying preferences and support.

Mining CRM data with analytical tools and reports can gain huge rewards for your organizations’ sales and profits, reduce the cost of customer service departments and help retain the clients you want and remove the clients you don’t.

The important point with data is not to become to overwhelmed. Oranisations often struggle with making real usable sense of information in their CRMs.

***************Watch this video on What is CRM and Why CRM *************

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CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. The other main functions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabilities), automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.

Features of CRM software often inclue

– Marketing automation – Leads gained from a website, social media or trade show will follow an automated course of actions triggered by the CRM until some time of futher interaction from the client is made such as a sale. Once that happens then the next interaction is made.
– Sales force automation – Often leads are not followed up by reps correctly using automated sales follow up its is easier for management to enforce correct follow up and actions.
– Contact center automation – Where contact is made by a client often low or easily corrected issues can be automated reducing costs and increasing the cleint satisfaction scores.
– Support automation – Where a client may need to talk and interact with the support department having an automated system ensures that issues are resolved or escalated to the right level, this also give very good management reporting so management can get the issues dealt with prior to the issue arising.

The future of CRM

CRM is now moving to the cloud – known as SaaS (software-as-a-service) your CRM operates 100% on the web, data is stored on an external, remote networks. This means that your employees can access the systems at anytime, anyplace and the systems can easily integrate with other online applications. Cloud computing makes upgrades and support quick, easy deployment and ads capabilities that appeal to many Organization with limited internal tech heads.

For a Demo of an online system that we recommend please fill in the form on this page.