How To Become A Data Driven Organization

Becoming a Data-Driven Organization
Maximizer Workflow Automation

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© 2013 Maximizer Software Inc.

Today’s Agenda
1) Defining a Data-Driven Organization
2) Risk of not being Data-Driven

3) Identifying workflow automation opportunities
4) Short Workflow automation demo
5) Interactive Questions and Chat
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Today’s Speakers
John Easton
Maximizer Software
Director of Product Management
& Strategic Relations

Craig Vivier
Vineyardsoft Corporation
Business Development Director

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The Goal of
Maximizer & Workflow Automation
• During your daily business activities do you find
yourself saying “If only we had known...”
• ...That a new sales opportunity went 3 days without
attention
• ...A strategic client started purchasing less

• ...Customer complaints were frequently unresolved
for over two days

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Poll Question
Where is the
biggest RISK of
not knowing in
your business?

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Introducing….
Craig Vivier
Vineyardsoft Corporation
Business Development Director
25 years of experience in the software
industry with an emphasis on
enterprise solutions and operational
management implementation.
He currently works with the
Vineyardsoft Corporation, providers of
KnowledgeSync Business Activity
Monitoring solutions.

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“In God we trust;
all others must bring data.”
- W. Edwards Deming

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Data-Driven: Definition
“A data-driven organization is one in which critical
business data automatically drives the decisions
and actions of your business.”
Reversing the Flow
Currently . . .
Executives make a decision then find data to support it
Reliance on “gut feel”
Should Be . . .
Data tells you not only that a decision needs to be made, but also often tells
you what
that decision should be.
Managers should be responsible for tempering the decision based on what
the data shows.
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Data-Driven: The Voice
“Giving Data a Voice”
Too many managers spend too much time wading through voluminous
reports. That’s not “listening” . . . That’s “searching”.
Few – if any – of the folks “in the trenches” are even given access to
reporting, as that’s a potential black hole for time spent.
So . . .
. . . If you can identify what it is you want your data to tell you, then it’s possible
to empower the data to speak to you (and to the folks in the trenches) when
those business conditions exist.

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Data-Driven: 8 Conditions
How to decide what you want your data to say?
1. Date-sensitive Conditions
create date, due date, or expiration date is today, tomorrow or past…
2. Approaching Thresholds
sales over ‘x’ dollars, pipeline more than ‘y’, rep nearing quota . . .
3. Things That Have Not Happened
customer who has not purchased, lead follow-up not made . . .
4. Exceptions to Normal Processing
too many overdue activities, pipeline too low

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Data-Driven: 8 Conditions
5. Data Integrity
duplicate quote numbers, invalid phone #’s,
missing email addresses . . .
6. Trend Analysis
customer buying less than they used to,
less of an item sold this quarter . . .
7. Data Inconsistencies
project ‘x’ percent done, due in ‘y’ days, step #3 started,
step #2 unfinished . . .
8. Data Changes
opportunity status changed, assigned sales rep changed . . .
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Exception Management
To achieve “exception management”, you need to . . .
1.
2.
3.

Run exception reports
Review the reports
Take action based on the reports’ content

Consider this:
1.
2.
3.

Auto-monitor for exceptions
Auto-deliver the reports to the appropriate recipients
Auto-execute the appropriate action(s)
(e.g., check to see if a repeat client has not purchased recently. If so, auto-send
a client sales report to their sales rep, auto-send a “current offers” doc to the
client, and auto-schedule a phone call to the client.
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Poll Question
What are your
BARRIERS to
becoming more
data driven?

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What happens if
an organization is
not Data-Driven?

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Consider This…
Scenario:
• A sales department has to follow-up with new leads within 24 hours
• A new lead for $10K comes in on Monday, but . . .
… the sales manager hasn’t had the time to review the daily
report
• On Thursday, the manager finally asks the assigned rep for a status
• And the rep admits they “haven’t had time” to contact the client and
when they do, they learn the client has gone elsewhere . . .
By not being data-driven, you . . .
• . . . will lose $10K in revenue from this client
• . . . will lose any possible repeat sales from this client
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If They Are Data-Driven…
Here’s What Happens:
•
•
•
•

. . . the rep & manager are auto-notified about the lead on Monday
. . . The client receives an “auto-thank you” on Monday
. . . the rep and manager are reminded after 24 hours if no contact
. . . a follow-up activity is auto-scheduled for Tuesday

And this would have been done by:

WORKFLOW AUTOMATION by Maximizer
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Data-Driven: Technology
Enabling Data to Use its Voice
Business Activity Monitoring
(BAM; also known as “Operational Business Intelligence”)
-- Automated Monitoring

(to look for relevant business conditions)

-- Alerts / Notifications

(to tell people about these conditions)

-- Reports & Forms

(to include relevant content in the alert)

-- Workflow

(to update your applications)

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Workflow Automation
The Data Driven Organization:
Intelligent Decisions to Empower Your Entire Company

Alerts
Reports
Workflow
Communicate More Efficiently
Do Less Manual Work
See Problems Before They Happen
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Introducing….
John Easton
Director of Product Management &
Strategic Relations
He spends a great deal of his time
speaking with and traveling to meet
our customers across North
American.
John is passionate about identifying
how Maximizer can bring additional
value to customers and ensuring this
value is reflected in the direction we
take our products.
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CRM Business Conditions
Workflow Automation identifies conditions
such as . . .
 Opportunities that are overdue for closing or have
not been followed-up on
 Client contracts that are due to expire
 Customers who have not been contacted in over ‘x’
days
 Missing or erroneous data
 A client whose credit rating has changed
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CRM Business Conditions
 Opportunities with unapproved discounts

 Sales reps who are “rolling over” their activities from
one day to the next
 Leads that come in from your website or from an
Email campaign
 New or updated sales literature
 Time-sensitive pricing or promotions

 Remote sales reps who have not synched in over ‘x’
hours
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Enterprise Wide Application

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Financial Conditions
Workflow Automation identifies any conditions such as . . .


Overdue receivables (re-send invoice or dunning notice)



Payables coming due



Terms discounts that are about to expire



AP invoices due to be paid (or overdue)



Receipts against purchase order lines



Orders with unapproved discounts



Changes to recurring invoices



Clients whose monthly sales dropped by at least ‘x’ percent (trend analysis)



Clients put on / taken off credit hold



Clients on credit hold who have open sales opportunities in Maximizer CRM

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Service Management Conditions
Workflow Automation identifies any conditions such as . . .











Overdue receivables (re-send invoice or dunning notice)
Payables coming due
Terms discounts that are about to expire
AP invoices due to be paid (or overdue)
Receipts against purchase order lines
Orders with unapproved discounts
Changes to recurring invoices
Clients whose monthly sales dropped by at least ‘x’ percent (trend analysis)
Clients put on / taken off credit hold
Clients on credit hold who have open sales opportunities in Maximizer CRM

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Incoming Email Monitoring
Workflow Automation monitors and auto-processes incoming Email,
such as . . .
 Email messages sent to generic account such as “finance” or “sales”
 Order-related emails – such as questions about delivery dates
 Emails that are from existing clients, partners or vendors – matching the
sender of the Email with the corresponding contact record in your
Accounting database
 Emails that are from new clients – automatically creating the appropriate
account record in Maximizer CRM and/or your ERP database
 Website requests for information, automatically sending back the requested
materials
 Website form registrations, automatically updating your applications with the
details of who signed up for what
 Web form content, automatically sending a receipt confirmation back to the
person who filled out the form, and notifying your staff about that visitor
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Enterprise-Wide Analysis
Workflow can combine data from across an
organization and analyze it jointly, such as
calculating whether a new sales opportunity in
Maximizer would put a client over their credit limit
based on information within their ERP data.

Maximizer
CRM

ERP

Enterprise-Wide
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Charting and
Graphs

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Workflow Automation Version 8.0
Alert via Instant Message
(Microsoft Windows Messenger,
Yahoo! Messenger,
Google Talk,
ICQ)

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Form, Document &
Report Generation
WFA generates & delivers Forms, Documents and Reports either
as scheduled, or based on business conditions, such as . . .











Delivering order confirmations or invoices for newly-created orders
Sending out monthly customer statements
Generating Picking tickets / Picking lists
Producing daily, weekly, or monthly reports, such as Forecast or A/R
Aging reports
Auto-sending dunning notices for clients who are behind on their
payments
Delivering work orders for mobile service technicians
Generating purchase orders for items nearing their re-order level
Reporting on service and support contracts about to expire
Sending out thank-you letters, surveys, birthday greetings, etc.
Enabling customer self-service reports
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Triggered Data Updates
Workflow can auto-update your Maximizer system as well as other
applications you may be using, such as . . .












Creating a scheduled follow-up call after an order is placed
Copying order details from Maximizer to an ERP system
Updating the status of an “approved” request
Re-assigning a lead or opportunity that has reached a certain stage
Updating a client’s history with the details of an overdue invoice
Exporting financial data to a spreadsheet, Access database or
external file
Updating a client’s records with the details of a received Email
message
Creating a new client record based on a Web inquiry or order
Auto-placing a client “On Hold” based on overdue receivables
Synchronizing data between multiple applications
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More Than Reminders
Reminders
(leads, contracts, service requests)
Thresholds
(too little in pipeline, too many cases)
Exceptions
(unapproved discount, missing budgets)
Looking Ahead / Behind
(items for follow-up, last week’s calls)

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More Than Reminders
Things Not Happening
(lead without follow-up, client not ordering)
Data Integrity
(Invalid phone #, quote missing price)
Trends
(Client sales have dropped 20%)
Data Changes
(Priority changed to ‘high’)
Inconsistencies
(project 20% done; 80% budget used)
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Product Demo

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Case Study: Toyo Ink
Multi-national manufacturer; ink for printing presses
• Problem:
• Staff had to go to too many sources to learn about sales
opportunities, customer orders, and clients on/off credit hold
• Staff used their IT Manager to run analyses
• No way to automate exception management
• Solution: Workflow Automation to “auto-push” data to staff
• Result: In six months, over 20,000 info-packed Emails to staff

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Case Study: Toyo Ink
• Benefit:
• Better insight into what has been sold and what is in stock,
enabling them to better forecast future sales and inventory
• Staff is more savvy about accounts and prospects (e.g., past
due)

• ROI:
• Automated alerts saves over 100 work hours each month
• Improved receipt turn-around saves Toyo $10K – $12K a month

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Questions?
Call Maximizer:
1-800-804-6299
Email: Neal Cranna
ncranna@maximizer.com
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Customer Testimonials
“Workflow Automation gave us a unique, competitive edge. Vineyardsoft is 100%
responsive to our business. I recommend them highly.”
“On average Workflow Automation saves us over 100 hours and $10K – $12K per
month.”
“Workflow Automation has, in our mind, fully made a profit if we recover one
customer who would otherwise have been lost to us.”
“Workflow Automation is the equivalent of two full-time employees.”
“Workflow Automation is our “invisible worker”. We were able to implement it easily
and get our ROI almost immediately.”
“Workflow Automation makes our job easier and it makes us look great!”
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How To Become A Data Driven Organization

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