Having quick access to the data in your customer relationship management system is not only imperative to closing business, it’s imperative to keeping the customer relationship. The development of mobile CRM helps companies gain and retain customers even while they’re on the go. Learn how using a mobile CRM solution can help maximize your productivity. USAFact CEO Matt Davidson will discuss how implementing a mobile solution with Sugar and Epicom revolutionized the way his company does business. Matt will also discuss how operations improved with the addition of electronic signature execution and an integration with its MAS 90 Billing System

1. Mobile
Using Mobile CRM to Drive Sales, Operations,
and User Acceptance

2. Matt Davidson and Bill Harrison
CEO of USAFact and CEO & Founder of Epicom
@epicomcorp, www.epicom.com

3. Steps to Turnaround
Identify Issues
Speed Up Improve CRM
Sales Process Adoption
Integrate & Improve
Automate Accountability
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4. Definition of Problems
Operational/Product Technology Sales/Financial
• Operational • $800,000 spent on •Sales
• Operations shrinking; a technology upgrades in 1 •2008: CEO dismissed
flight for survival year •2009: HR industry slumps
• Limited management • Bad contracts and •2009: New sales and
direction – No meetings overpaying for services execs, but unfocused
• Lack of clear ownership • 5 projects, 6 months past product development
• No account management due with no end in sight •2010: - Collective average
• Product • Limited understanding of of $1.8K MRR per month
new technologies sold
• Limited product refresh –
(infrastructure of app dev) •Not leveraging Sugar
focus on “we have always
done it this way” • Paper/email based processes •Funnel not weighted or
• Limited technology • Data security concerns explained to Board & Bank
advancement properly
• Limited product marketing •Financial
•Lost $350K in first 7
months
•Revenues down 50% over
2 years
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5. Improve CRM Adoption
 Provide Mobile Support & Access to Employees
Data entry is more complete and accurate when entered in
real time vs. waiting to access a computer
 Simplify CRM Data Entry
Keep the CRM simple and fields reduced to only what is
needed
 Improve New CRM User Experience
Looking to standardize and push out relevant dashboards to
user accounts
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6. Improve Accountability
 Enforce chain of custody for leads and quotes
through the CRM system
 Leads, opportunities, and cases can be created and
assigned using a smartphone
 Automatic notifications and access from anywhere
make each employee accountable
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7. CASE MANAGEMENT &
DASHBOARDS
Morning
“Cup of
Coffee”
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8. Integrate and Automate Sales Process
 Integrate billing system with Sugar Mobile to see
invoices, track orders, and assist AR
 Implement electronic signature processes – sign
contracts on mobile device
 Advanced quoting solution allows reps to quickly
determine price at various discount levels while at
customer sites
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9. STANDARDIZED QUOTES:
Automatic Custom PDF Creation
Revitalized Customer
Organized
Business Simplicity
Product
Revenue &
Catalog
Model Versatility
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10. STANDARDIZED QUOTES:
Define Product Catalog for Quote Automation
SugarCRM
Support
&
Training
Faster Revenue
Generation:
Better Delivery
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11. Speed Up Approval Process
Enable access to
CRM on the road
Electronic signature
execution from mobile
device

12. SUCCESS FACTORS
 Focus on Users
Simplify and reduce number of
fields
Custom quote module
 Ubiquitous Use
Sugar Mobile for sales team
Considering replacing laptops with iPads
for on-the-roads sales reps
“Fair for All” Reinforcement
Training
Commissions
Bonus eligibility
 Improved Customer Service
Quick response times from mobile use
increased customer satisfaction
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13. The End Result
 User adoption of the SugarCRM system soared to
90%
 2 sales reps hit the same overall sales target as 7
did in the past
 2011 sales increased by 12% compared with 2010
 Time to develop quotes went from taking three
people 45 minutes to taking one person only 5
minutes
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14. USAFact TODAY
Operational/Product/Technology Sales/Financial
• Operational •Sales
• Business is growing and team is shrinking •2 salespeople selling more than 7 were selling
• Ownership is clear through case management •71% reduction in Sales Dept Staff
• Average 2011 “NEW SALES” MRR is now 101% higher than 2010 Average
“NEW SALES” MRR
• Product
• 5 major products in 8 months
•Financial
• One of the most technically advanced in the
•SugarCRM is now central in all sales meetings
industry
•Profitable within the first 5 months of turnaround
• 3.4% increase in services YTD •BACK IN BLACK!!!!!!
•August 2011 YTD vs. August 2010 YTD: 125% performance
• Technology •Sales team hit 120% of August quota
•69% 3rd quarter quota completed
• Contracts all re-contracted in acceptable
terms
•Translation: The TEAM is using the system - no executive “Forcing” of
• New phone system in place the system
• Paper has been reduced and 2 screens now
sit on each user’s desk
• All technology projects that were open are
completed, plus 4 major additional projects
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15. Questions?
Contact Epicom for additional information or
questions.
info@epicom.com | (512) 481-9000
www.epicom.com
Follow us on Twitter: @epicomcorp
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17. #SCON12
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