CRM Software Solutions (Customer Relationship Management) and Service Management Software - iStart.co.nz
Welcome to the CRM / Service Mgmt solutions research pavilion. Below you will find information from most of the leading vendors of these solutions and services in New Zealand, including contact details, case studies, articles, demos, web links, brochures and white papers to assist you research and locate the best solution for your organisation. Check also the iStart Diary for local seminars on this subject. All vendors showcased below will be glad to assist with your enquiries.
- CRM / Service Mgmt Overview
- CRM / Service Mgmt Solution Providers
- CRM Buyers Guide
- Help Desk Buyers Guide
- Articles / Industry Reports
- Other Resources
Solution Providers
Solution Providers
Develop profitable customer relationships through lead and opportunity management, incident management, a searchable knowledge base, and reporting tools with Microsoft Business Solutions CRM modules. Built using Microsoft .NET-connected technologies, Microsoft CRM is easy to deploy, integrate, and customise.
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“Instead of forcing people to work the way software does, we make software work the way people expect it to."
Magnetism specialises in xRM - ‘any’ relationship management software solutions based on the platform of Microsoft Dynamics CRM. Our highly skilled team has the ability to create highly customised and beneficial software solutions and integrations tailored to your business needs.
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Delta Software is an established IT software and consulting company focused on delivering expertise and tools for improved operational performance. We pride ourselves on operating to the highest standards of business conduct in all our dealings with clients, suppliers, partners and employees.
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Greentree (who were recently recognised as one of 25 global rising stars by MIS magazine) presents a comprehensive CRM solution designed to add-value to your enterprise. Highly effective for most mid-size businesses; with management of customers, sales and service processes. With its partners, Greentree delivers rapid implementation services, helping customers with low-cost, low-risk deployment and very responsive ongoing support.
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EMDA specialises in the delivery and support of Infor business solutions for manufacturing and distribution and has built a strong reputation based on quality products and services, delivered in a professional, friendly manner, with the business interests and success of our customers at the centre of our vision. Our commitment is to deliver only those products and services that EMDA genuinely believes will meet or exceed clients' expectations and contribute positively to their profitability.
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TEIQ are experts in delivering SugarCRM solutions, helping sales reps do their jobs more efficiently and effectively with the detailed account, contact and opportunity management features, plus sales call tracking capabilities. It also provides sales managers visibility into their organisations with customisable dashboards, team calendar views, opportunity management features, powerful reporting tools, and easy customisation. Built with an open source code model, customisation and integration are easy, while deployment is handled by the experienced team at TEIQ.
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Provide instant and secure live support with GoToAssist. Resolve technical problems in real time using the easiest-to-use remote-support solution, purpose-built for remote support. The end result:
- improved call resolution times
- lower support costs
- an amazing customer experience
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Fusion5 was established in 2002 specifically to provide affordable, high value Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Human Capital Management (HCM) services to New Zealand and Australian businesses.
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FrontRange Solutions delivers next generation business application solutions by providing service management, CRM and voice applications on an integrated platform which provides; enterprise-class functionality; fast implementation and time to benefit; low total cost of ownership; ease of use; and affordability.
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Adept’s ERP software features an embedded CRM enabling a 360° view of your customers. Harness the potential of Sales 2.0 by combining ERP, CRM and the web to let your customers order online and self-serve for account queries.
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Savio is an Italian word meaning wise and sensible. Our skilled team create smart software-based solutions which enable you to work smarter and more efficiently in the core functions of Sales, Marketing and Customer management. We strive to help make a difference to your company and the way you do business by allowing you to focus on achieving competitive advantages through superior customer service delivery.
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Crossware CRM was developed right here in New Zealand, and has been implemented by leading local businesses, as well as organizations across Asia and the Pacific.
Crossware’s solution is perfect for a sales team that utilizes laptops, and requires instant off-line access.
Crossware CRM: “people-centric” software to build your market-share!
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Sage Business Solutions is a subsidiary of Sage Software Australia, one of the leading suppliers of business management software and related products and services to small and medium sized businesses.Sage Business Solutions has an extensive suite of world-class CRM and ERP solutions designed to increase productivity, reduce costs and provide competitive advantage for large, medium and small businesses ranging from enterprises with over 500 employees to single office/home office operations.
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Enabling is a recognised leader in the provision and support of business management applications throughout Australia and New Zealand, especially in the areas of technical and development expertise, solution design and long-term customer service.
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Overview
CRM solutions are designed to maximise sales and marketing effectiveness as well as increasing customer satisfaction in an age where customers can interact with businesses in many new ways. As well as the traditional forms of interaction such as face-to-face contact with field sales staff or store attendants, customers may now contact an organisation through call centres, online stores, or email. In order to maximise each opportunity from a customer interaction, enterprises need to co-ordinate all of these customer 'touch-points.’
By knowing all previous interactions and transactions that the company has had with any given customer, regardless of channel, and by delivering that information to front office staff in real-time, the next time that customer interacts with the company, the company will be in a position to both satisfy that customer on the one hand, and drive revenue by selling complementary services and products on the other.
CRM solutions provide for the functionality to be able to integrate these 'touch-points' and to analyse, process and report this information to front-line sales and marketing departments at each customer contact. Organisations gain a personalised, or unified, view of their customers, in order to better understand their customers unique demographics and create customer profiles to be used by the sales and marketing departments.
Some organisations that have re-engineered their CRM processes have reported spectacular revenue increases and reductions in the cost of sales, while other implementations have generated minimal gains or no improvements at all.
Experience has proven that any CRM implementation project should be managed in a staged approach starting with core CRM functionality that addresses the most frustrating issues facing the support, sales and marketing departments, rather than management or enterprise-wide functionality. This approach ensures the vital involvement and buy-in of the end users of the system right from the outset. Additional enterprise-wide functionality will then be simpler to implement.
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Social CRM: Hype or Holy Grail? |
Social CRM is the new buzz-phrase. But what does it mean and, more importantly, what can it do for your business? Graham Metcalf investigates... |
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CRM: the tip of the xRM iceberg |
The power of a relationship management solution can extend well beyond how your organisation interacts with its customers. Get ready for ‘xRM’. |
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Beating the odds: 10 tips to successfully implement a relationship management solution |
Deploying a relationship management solution can be fraught with difficulties. Here are some suggestions on how to decrease the risk and increase the success of your next deployment. |
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CRM that delivers: 7 ways to maximise your investment |
Despite the fortunes spent on CRM software, if your tools and your people aren’t correctly lined up, you’re probably missing your target. The good news is that working largely with existing technology you can align people and processes to unlock maximum CRM value. |
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Tips for best practice business reporting |
Whether we like it or not, reports are the lifeblood of virtually every organisation. Here are some tips and strategies for improving business performance through effective reporting. |
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White Paper: Managing your most precious asset - your customers |
Let’s get beyond one obstacle right from the start. This paper is not an endorsement or an attempt to squeeze an enterprise-sized software solution into small to midsize businesses. In fact, it is just the opposite. This is a real-world look into the unique and specific needs of businesses like yours and the need to manage your customers— thereby, tracking your revenue stream. |
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White Paper: Thirty-one best practices for the service desk |
Forrester has surveyed, interviewed and assessed hundreds of internal and external service desks and help desk users. Download this white paper to learn what works, what doesn’t work, and how hard it sometimes is to see what’s really going on in your organisation through a variety of discussions and evaluations. |
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CRM software on demand: the elusive silver bullet |
Is the software-as-a-service model of delivering CRM just a wave like any other or a Tsunami force your business can’t ignore? CRM expert Trudy Barnett investigates. |
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Tripping through the CRM minefield |
Having made the decision to get serious about customer relationship management, what does a business need to do to make the CRM dream a reality? Expert Trudy Barnett offers some suggestions. |
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Connected CRM |
Despite spending about $35 billion on customer relationship management (CRM) software in 2005 alone, companies are leaving plenty of CRM value on the table. The good news is that, working largely with existing technology, you can align people and processes to unlock maximum CRM value. A McKinsey report tells you how. |
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Counting the cost of CRM |
Implementing a CRM system can be an expensive exercise but projects that succeed will deliver the benefits to offset the cost and far more. Here, CRM expert Trudy Barnett outlines the six elements to success, and warns that you ignore the advice at your peril. |
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ACT! 8 (the CRM system) arrives in NZ |
The newly formed Sage CRM today released the latest version of its customer and contact management software, ACT! by Sage v8.0, for small to medium businesses and corporate workgroups. |
| Passion! CRM that fuels the emotions |
Traditionally you may have focused on a product push strategy, but Saatchi & Saatchi's Kevin Roberts says the winning brands of this century will be ones that can "create genuine emotional connections with the communities and networks they live in". Neil Stewart examines the trend and how CRM solutions can help your organisation make the most of it. |
| What next for CRM? | As the ‘trickle-down’ effect in business applications continues, CRM specialist Trudy Barnett takes a close-up look at CRM in New Zealand - and finds the SME sector firmly in vendors’ sights. READ MORE |
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Customer service: let's get real |
Warm fuzzy television commercials depicting idyllic relationships between customers and a company’s contact centre have been around for years. The reality of the relationship, however, has often been less rose tinted. Today, says UCMS Solutions’ Mark Maddren, businesses are finally “getting real” about their CRM offering. |
| 2004 Buyers Guide: Smart Help Desks | In a small company, if a PC, fax or photocopier breaks down, there’s usually someone in the building who can fix it. For bigger organisations, however, managing support services across multiple sites has become a major cost center. Current best practice thinking is to consolidate IT, Human Resources, and Facilities support into one consolidated service desk. David McNickel finds out why. READ MORE |
| CRM: it's time to get closer | Question - Is there anything more important than your customers? Answer - You're kidding right? It's a given. And yet despite the fact that this is lesson one in Business 101, many companies today continue to sideline, annoy - or flat out ignore their most valuable asset. If you think that's you and you'd like to get closer, Trudy Barnett and our 2003 CRM Solutions Guide will tell you how. READ MORE |
- CRM Guru
- CRM Knowledge Base
- CRM2day
- Destination CRM
- Help Desk Resources
- Open Directory Project – Help Desk
- Are you ready for CRM? 7 ways to know
If researching in Australia, go to the iStart Australia CRM / Service Mgmt Research Pavilion
