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
Greentree’s business software is today’s ultimate painkiller and multi-vitamin.
Imagine all your staff having the operational intelligence at their fingertips to perform at their best. Discover how automating many common and regular processes will have your business humming. Picture your talented people being freed up to spend more time developing new ideas and making better decisions. We are unashamed technology and business buffs; fanatics; addicts. Call us what you will, we have one obsession: building the best business software.
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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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TEIQ is a provider of SugarCRM services in New Zealand, Australia and the Asia Pacific region. TEIQ provides professional implementation, customisation, integration, training and support services, and offers both hosted and managed on-premise solutions.
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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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MYOB Enterprise Solutions help deliver insight and control across complex and growing businesses. With flexible scalable ERP systems we take care of all aspects of your business from Finance to Job Costing, Point of Sale, Fixed Assets, Customer Relationship Management, Reporting, Inventory Control and Payroll.
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Intergen has New Zealand’s largest team of Microsoft Dynamics specialists, with experience designing, implementing and evolving Microsoft Dynamics CRM to meet your needs.Managing customers is a key requirement for all organisationsand CRM helps manage sales, drive effective marketing and ensure successful customer service.
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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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Fusion5 is a New Zealand based organisation specialising in the provision of high quality Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and Human Resource Management (HCM) solutions. Our key strength is the provision of experienced project management, application and technical consulting as well as the full range of implementation and support services.
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OA Systems are a team of professional services consultants who have excellent business and technical skills. We focus on the delivery of services to enable our customers to achieve their individual and organisational goals through the effective use of Customer Relationship Management (CRM) and Business Intelligence (BI) technologies.
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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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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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Other CRM Vendors
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Product* |
Description** |
Local Contacts |
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Netsuite |
Cloud-based integrated ERP/CRM suite |
www.netsuite.com |
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StayinFront |
On-demand or on-premise CRM and mobile sales suite |
www.stayinfront.com |
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Salesforce.com |
Cloud-based CRM suite moving to enterprise cloud computing platform provider |
www.salesforce.com |
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ZOHO |
Suite of online collaboration applications including CRM |
www.zoho.com |
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Pivotal |
On premise CRM suite integrated with Microsoft Office |
www.cdcsoftware.com.au |
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Maximizer |
On premise CRM with remote web access and mobile modules |
www.maximizer.com.au |
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RightNow |
Comprehensive call centre CRM solution focused on customer service |
www.rightnow.com |
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Consona |
CRM suite specialising in customer service via either on-premise or cloud options |
www.consona.com |
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Oracle |
Multiple CRM offerings from specialist cloud-based CRM On Demand to on-premise Siebel along with ERP packages with CRM modules |
www.oracle.com |
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SAP |
CRM capabilities embedded within the wider ERP suite |
www.sap.com |
*Based on review of company websites. Cloud-based relates to applications that are deployed 100% via a browser. Most other solutions will be on-premise or hosted, and most have modules that are accessible via the web or mobile applications.
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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5 tips to happy Gen Y customers |
‘I want it now’ consumers with choice on their side are pushing to get the most out of products and services, and are ready to complain when their experience falls short. John O’Brien, vice president for FrontRange Solutions in Asia Pacific has some tips to keep on top... |
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Satisfaction Flunk |
Almost 80% of business decision makers responsible for customer satisfaction think they deliver ‘poor’ or ‘average’ results… |
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The customer is King |
In a world spoiled for choice, customer service sorts the good from the great and has become the differentiator that matters most, and, these days, there’s no hiding behind the fob off... |
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Digital literacy: Getting your workplace up to speed |
A business isn’t getting the best out of their work staff if workers aren’t using the technological tools given to them to the best advantage. An expert explains what needs to be done and how best to approach it. By Colin Phillips |
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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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Beyond CRM |
Over the past five years IT has come of age. Performance levels are high, software works better and advances in communications networks now allow information to be used everywhere. |
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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. |
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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. |
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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. |
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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 |
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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
