Workbooks CRM Edition

Managing Business Relationships

Workbooks stores key information about each person and organisation in one online, secure database. Information stored includes names, multiple addresses, telephone numbers and email addresses - as well as notes and activities against each record.

As well as basic contact management information, use Workbooks to track and maintain all your business relationships, including:

Your customers (end-to-end customer relationship management)

• Your suppliers
• Your partners
• Your prospects
• Your competitors

Because Workbooks is uniquely designed to support multiple relationships it is even possible for one organisation (or person) to be a supplier, customer and competitor all at the same time!

By leveraging Workbooks as a single, comprehensive source of information you can build and maintain strong and long-lasting relationships with your customers, suppliers and partners.

Track Third-Party Relationships

Use Workbooks to track the relationships of people and organisations to each other. Uniquely, Workbooks can build a relationship between any two people or organisations.  Immediately see:

• Which people are employed by which organisation (employee/employer relationships).  
• Who works for whom, by adding ‘works for’ relationships between two people to build an organisational hierarchy.
• Organisations that have customer/supplier relationships
• Business partnerships and distributor/reseller relationships.
• Which organisations compete with one another: particularly useful for targeting similar prospect companies.

Workbooks CRM allows you to track your activities and those of your team, scheduling tasks that need to be completed and keeping a history of those that have been completed.

Schedule due dates against activities and assign to specific users. Choose to view all ‘my’ activities, those for a specific user, or those for the entire business - sorted by due date with those that are overdue highlighted in red text.

Relevant details are stored against each activity to record key information such as meeting notes, the summary of telephone conversations and follow-up actions and timescales.

Using the calendar function in Workbooks it is simple to schedule meetings and invite others to attend.

Making Notes

The notes functionality in Workbooks allows you to store notes against virtually anything in your database. For example, it's easy to notes against people and organisations, thus storing and sharing information such as account plans or details of commercial terms easily with other colleagues using Workbooks.

Simple to Create

Notes are created using a rich text editor, allowing you to format text and highlighting important information for everyone to see.  It is also simple to attach files to notes; such as a draft contract in Microsoft Word or a signed contract in Adobe Acrobat.

With Workbooks CRM it is simple to share important information easily with those who need to know. Notes can be stored against:

• Leads
• Marketing campaigns
• Quotations
• Cases
• Sales orders
• Invoices
• Credit notes
• Activity Management

Workbooks provides the tools to simply and easy plan marketing campaigns - and to measure their effectiveness.

Campaign Planning

Marketing campaigns in Workbooks enable you to effectively plan your marketing activities and expected objectives with the ability to set:
Campaign dates.

• The type of marketing activity planned.
• Budget assigned.
• Goals of the campaign.
• Target revenue to be generated.

Campaign Management

Use Workbooks to track information related to a campaign for the campaign owner, campaign team and marketing managers to keep abreast of current status. Record and track:

• Notes - such as contracts, creative material and calls to action.
• Activities - as both a historical record and plan of actions that will need to be done.

Campaign Measurement

Measure the effectiveness of your marketing campaigns by mapping results to goals.  View and report on the real-time status of your campaign with information such as:

• Sales leads generated.
• Opportunities added to your sales pipeline and their position in the sales cycle.
• Deals won that originated from your campaign.
• Return on your marketing investments (ROI).

Workbooks Business takes campaign management even further using its purchase ordering capabilities; dramatically reducing the time taken to raise purchase orders, tracking expenditure against your campaign's budget plan and helping to control costs.

Leads Management

Workbooks CRM simplifies the management of leads, with the ability to create and action leads quickly:

• Web-to-lead captures leads from visitors to your website.
• Prioritise and assign leads for prompt follow-up by relevant sales teams.
• Single point of information for all history with prospects.

Use Workbooks to run lead generation activities faster and more effectively:

• Target specific people and organisations by segmenting the database as finely as required.
• Fast mailing list creation and exporting.
• Bulk import leads (or people, or organisations) from .CSV or Excel spreadsheets; without the overhead of identifying and removing duplicate records.
• Match imported leads against those already in your database using a variety of fields including name, email, company, address etc.

The powerful sales force automation capabilities of Workbooks allow for effective planning and management of your sales opportunities.

Opportunity Management

Track progress of your opportunities, and those with which you are involved via your ‘My List' - even if you are not the current owner.

• Details of opportunity, current stage and close date (see sales forecasting).
• Automatic calculation of gross margin.
• Marketing information for ROI analysis of marketing campaigns.
• Account planning: identify people and organisations involved in a deal.
• Influencers & Decision makers
  
• Purchasing departments
• Partners or resellers
• Competitors
• Full activity history and planning for future activities to progress the deal.
• Access to in-built quotation tool for press-button quoting.
• Visibility of all customer support cases raised by the prospect if they are also an existing customer, or trialling your products and services.

Workbooks CRM provides the framework from which to provide first-class service and support to your customers. Its comprehensive case management features allow you to:

•  Log customer support cases via email, web or telephone.
• Track progress of customer support cases.
• History to date.
• Activities in progress, planned and outstanding.
• Age of case: since creation or since last update.
• Prioritise open cases.
• Manage the support team's time effectively.
• Highlight customer service or support issues.
• Identify areas where internal or end-user training may help

Unrivalled Visibility

Use Workbooks for a real-time 360º view of your customers from a full sales, marketing, customer service and – when combined with Workbooks Business - financial perspective.

• People.

  Related organisations, including partners.

  Open and won opportunities.
  

Workbooks CRM also gives you the analytics to refine and improve your customer service or predict future requirements with reports and dashboards containing management information such as cases opened and close rates (by individual, team or company-wide). Summary information can be drilled down into as deep as required.