1. Art and Diseño

Are you looking
for a CRM solution
suited to your
industry?
CRM in figures
36.500.000.000 US dollars are forecast to be invested in CRM
solutions worldwide by 2017.
Source: Gartner 2Q/2013, Enterprise Software Markets
5 Retaining and developing existing customers can cost up to five times
less than acquiring new customers.
Steria Mummert Consulting 2009, Potenzialanalyse Kostenmanagement
14 percent average increase in productivity through mobile CRM.
Source: Nucleus Research 2012, Market Focus Report - The Value of Mobile and Social for CRM
70 percent of companies that deploy CRM solutions are more successful.
Source: Nucleus Research 2012, 2013 CRM Benchmark Report
91 percent of companies using CRM systems say that their SaaS
solution met or exceeded their expectations.
Let us show you what we
understand CRM to mean.
You will be surprised by
how update.CRM can drive
your success.
4
The Seven Most Common CRM Myths
6
About us
8
Product Overview
10
From CRM to Customer Experience Transformation
12
About Aurea
14
CRM that Drives Your Success
Different User Roles, Different Industries Customer-tailored CRM
Your Users
16Sales
17Marketing
18Service
19IT
Your Industry
20
Mechanical Engineering and Manufacturing
22
Construction and Construction Supplies
24
Life Sciences
26
Financial Service Providers
28
Consumer Goods
30
Other Industries
32
Mobile CRM
40
Product Finder
44
Behind the Scenes
Source: Tech Republic 2013, What Leaders Say about Cloud Capabilities and Limitations
44 percent growth per year forecast for social enterprise solutions by 2017.
Source: IDC 2013, Enterprise Social Software in Deutschland
3
The Seven Most Common CRM Myths
Le
a
ve
t
he
m
yt
hs
b
i
eh
nd
CRM is purely an IT project.
in
df
an
employees and customers at the heart of business activities. It is therefore important to
CRM
account in the solution.
or you.
tion f
solu
6
Any CRM system will do.
5
A grave misunderstanding. A CRM system should cater to the needs of your industry
and include the desired marketing, sales and service processes and roles by default. This
7
makes it quicker to customize the system to meet your individual needs.
CRM is too complicated.
and to provide customers with a uniform customer experience.
6
CRM is hard to implement.
Says who? Deploying a CRM system is no walk in the park, but it is still a journey that can
be planned in advance. Having an expert at your side to guide you ensures that you reach
while ensuring your CRM approach is future proof.
7
Incorrect. A good CRM system is intuitive to use. Its interface takes into account the needs
of users and guides them through the individual steps in a process. How easy certain CRM
solutions are to use is borne out by the numerous awards they have won.
The CRM system cannot be integrated within my existing IT environment.
This need not be the case. A powerful CRM system can indeed seamlessly integrate with
existing IT systems. Having an experienced partner on hand to help you can make this
process significantly easier and more efficient.
2
4
collated within a shared system to benefit from the synergy between various departments
your desired destination: your guide knows the terrain and can avoid potential obstacles
3
3
sales departments all work with the same CRM system. Customer data needs to be
t
igh
introduce a company-wide CRM philosophy and to take the needs of all stakeholders into
CRM is only a sales tool.
Not at all. A 360 degree view of customers is only possible if the service, marketing and
r
he
dt
Wrong! A CRM solution benefits the entire company by placing relationships between
2
5
u
yo
1
CRM takes care of itself.
Don’t believe the myths!
Not really. Successful CRM is not possible without a suitable CRM philosophy. Making
CRM part of a company’s CRM philosophy requires dedicated effort and a comprehensive
strategy to ensure that all employees are on board. An expert partner can offer support
by guiding you through the process, providing personalized advice and identifying
1
Find out more in our CRM blog at
4
www.update.com/blog
potential.
4
5
About us
>> EUR 33 m revenue (2013)
>> 200,000 users in over 1,600 enterprises worldwide
>> Over 50 international partners
>> Among the top 50 customer-oriented companies in Germany
>> First CRM company to win the Red Dot Design Award
Our awards
Tried and trusted
Customers and partners have trusted in update’s industry-oriented CRM solutions for
more than 25 years. Our long-standing experience and cutting edge technology support
international enterprises in quickly and flexibly optimizing sales, marketing and service
processes.
Be inspired
Only a partner who understands your business can drive your success. Deep industry
specialization is at the core of our corporate philosophy. Our focus is on the areas of
mechanical engineering and manufacturing, construction and construction supplies,
pharmaceuticals and medical technology, financial services, and consumer goods.
We are here for you
Our partners include
Are you looking for a CRM expert that will support you throughout the technical
implementation? Are you seeking to establish a corporate-wide CRM culture? Do you
want to improve your customers’ experience and continually improve your CRM system?
Then update is the right partner for you. We support you throughout every phase of
implementing your CRM strategy, helping you overcome any obstacles and ensuring long
update direct sales
Austria
France
update customers & partners
Germany
Switzerland
term success.
6
* for CRM.pad
7
CRM Integration
Product Overview
ile
b
Mo
M
CR
&
Easily integrate your CRM system with other systems
iPad app with
support for CRM
on
i
Ma
M
R
nC
i
cat
pli
processes while
in the field
Ap
The heart of your comprehensive and
custom-tailored CRM solution
Link telephone
Access CRM data in
activities directly
Microsoft Outlook
to CRM processes
using this plugin
For quick, mobile
access to your
customer data
cal CRM
Analyti
update university
No matter which aspects of our CRM solution you
Integrate and
are interested in, the update university offers
synchronize calendar
webinars and training courses to help you make the
One-click analysis of
entries and e-mails
most of your CRM system.
customer data
with your CRM system
For more information, visit
www.update.com/university
8
9
From Customer Relationship Management
to Customer Experience Transformation
Dr.Mirjam Riesemann, Chief Marketing Officer of update,
explaining CXT:
Why can companies no longer afford to ignore Customer Experience (CX) and TransformaImagine you are a frequent flyer. You get into the plane and are greeted by name on your
tion (CXT)?
personal start screen. The flight attendant unerringly offers you a glass of your favorite wine.
CX is extremely important to enterprises – whether active in B2B or B2C markets. When I buy
And the video you only watched two thirds of during your last flight is suggested without a
something, the decision involves not only my head, but also my heart. Customers are spoiled
long-winded search. Impressed? Behind all this is an ingenious CRM system and additional
stomer
e investing in Cu
ar
s
O
CE
an
pe
ro
you star t?
50 percent of Eu
ent.* When will
em
ag
an
M
e
Experienc
technologies that deliver unique experiences, personalized for each individual customer.
The customer age requires new technological
solutions
CXT also
Vier
gute
leads
Gründe
to great success in the B2B
market.
Aurea
customers
such as Barratt
für update.CRM im Service
and Kone are showing the way.
Customers are more powerful and demanding than ever. Together with our new majority
stakeholder Aurea, we are therefore pursuing a radically different approach, developing
>
The intelligent elevator
innovative and unconventional experiences at all customer contact points. You thus have
become loyal customers, securing the long-term success of your company.
How are CRM and CXT linked at update?
Traditional CRM primarily focuses on entering, tracking and analyzing customer data, e.g. to
manage sales opportunities or customer loyalty schemes. Customer Experience Transformation is the logical extension of CRM, even if the concept is not universally known, particufield. Together with Aurea, we can now also offer a solution that delivers noticeable benefits
for both the company and its customers. However, this is only possible if you understand
the opportunity of completely transforming the way in which you conduct business with
together with elevator manufacturer Kone using optimized
the industry-specific processes, which has been one of update’s biggest strengths for many
your customers – from initial contact to after-sales. This ensures you stay ahead of the
and automated processes. Service and maintenance and
years.
pack in the customer age.
orders for spare parts are handled fully automatically.
The elevator autonomously generates a notification
How is this handled from a technological point of view?
when maintenance is required. This happens before any
Using various enterprise software technologies, our customers will be able to make use of
malfunctions or downtime occurs.
the customer information stored in the CRM system to deliver custom-tailored, one-of-a-kind
Buying the perfect house made easy
How can the success of a CXT strategy be measured?
excellent construction quality and a timely handover.
Our target is a 100 percent success rate for all customers with our new Customer Success
In order to be able to satisfy these wishes despite over
Program. What constitutes success is defined by customers using precisely defined and
Experience with all your
Emotions
Quality & Function
Simplicity
12,500 construction projects per year, developer Barratt
measurable targets, such as a 25 percent increase in EBITDA, 30 percent lower costs per
senses
‘I feel as if the company
‘The problem was solved
‘I had zero effort trying
trusts in Aurea’s Customer Experience platform. The result:
transaction or 5 percent lower churn rates.
Exactly my favorite wine,
knew me for years!'
before we even noticed
to get what I wanted!'
Barratt can react to customers’ needs promptly during
was just perfect!'
10
*Source: Gartner CEO Survey 2013, n= 124
it!'
Vier gute Gründe
für update.CRM im Service
experiences.
>
House buyers today expect highly personalized service,
my music, my style - it
update
emotional bond between customer and brand, but also increase profits and ROI. Customers
Customers, dealers and maintenance companies work
How you can make your customers happier with CXT
ficer of
Marketing Of
for choice and want to be wowed. CXT also involves activities that not only increase the
larly in the B2B market. Our customers have repeatedly asked about solutions covering this
CRM into Customer Experience Transformation. This concept supports you in delivering
semann, Chief
DR. Mirjam Rie
each stage of the purchase, from sales to construction to
support.
11
About
Aurea Technologies & Applications
SOLUTIONS
SERVICES
>> Majority stakeholder of update Software AG
>> 2,500 customers and 800 employees worldwide
>> More than 70 percent of turnover invested in customer driven innovation
>> Aprox. 40 percent of revenue invested in R & D
BUILD
EXECUTE MONITOR OPTIMIZE
A radically different software company
Having the global software company Aurea as our new majority stakeholder gives
update the perfect boost to evolve from Customer Relationship Management to Customer
Experience Transformation. What makes Aurea radically different from other software
CUSTOMER EXPERIENCE PLATFORM
EXECUTION ENGINE
ANALYTICS ENGINE
ERP
and strives for deeply industry-specific innovations which truly delivers business value.
Enabling companies to deliver transformative
customer experiences
CRM BPM APM
Our customers include
Companies around the world like Disney, British Airways and Boehringer Ingelheim use
Aurea’s Customer Experience Platform to build, execute, monitor and optimise their endto-end user journey.
Tailormade solutions
Aurea’s Customer Experience Platform contains the industry’s most powerful Enterprise
Software Tools including CRM, ERP, BPM (Business Process Management) and APM
Business Process Management: Savvion
Actional's patented technology lets you manage and monitor your complex,
interconnected applications with fewer resources: no coding, minimal
configuration, and fewer issues. The result: A real – and immediate – increase
in business productivity.
Savvion is a comprehensive, model-based business process management (BPM) system that empowers you to build adaptable solutions
and provide the best customer experience. That way you can institute
a culture of continuous improvement in a dynamic environment with
real-time monitoring and in-depth process analysis – even without involving IT.
Data Integration: DataXtend Semantic Integrator
Enterprise Service Bus: Sonic
Eliminates the growing complexity of data integration with data integration
insight from development to test to run-time, as well as, better governance and
superior performance through common model-based data services. This can
reduce cost for creating and maintaining data integrations up to 80 percent.
Sonic Enterprise Service Bus enables you to integrate old and new
business systems – regardless of technology or location – and from
them create new business services which can be scaled and quickly
adapted to new uses.
ERP
Financial Management
With GCE ERP, you can add agility and control to your product range to best
optimize the client experience. From initial sourcing to catalog publication,
GCE ERP helps you to provide clients with the best products at the best prices.
Designed by accountants for accountants, Aurea Financial Management
helps you to generate interim progress reports very quickly, ensure
data validity, increase daily productivity of fundamental tasks, predict
actions and simplify analysis and performance benchmarking.
Technologies
vendors?
Aurea places customer success before its own growth, ties bonuses to customer success
Application Performance Monitoring: Actional
Applications
Warehouse Management
Based on a fully integrated vision of administrative and multi-site workflows,
Aurea’s Warehouse Management tool helps retailers to optimise inventory
levels, planning, and rounds/routes taken, and offers end-to-end traceability.
Learn more about Aurea at
www.aurea.com
(Application Performance Management) technology. The result? You get tailor-made,
industry-specific solutions, enabling you to use customer data to create unique
experiences at the right time and touch point. At the same time, our CXT solutions
orchestrate mission-critical business processes, ensuring consistency and reliability
across your entire solution lifecycle.
12
13
“We have a customer satisfaction rate of more
than 80 percent and an average life span of
8 years, ranking our CRM solutions way above
the industry average.”
ann, Chief Sales
Christian Stadlm
Officer, update
You know what you are
looking for.
We are pleased that you
have turned to us.
Our solutions guarantee
your success.
te.CRM
with upda
from synergies
s and benefit
es.
mer processe
turing industri
sto
fac
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Master everyday challenges
Our customers are more successful. update customers include:
Day-to-day activities present numerous challenges. Complicated technology can lead to
frustration, paper clutter can overwhelm you and it is easy to lose your orientation in a
flood of data. With the right CRM system, these all become a thing of the past.
The key: industry-specific CRM
CRM systems provide you with a comprehensive view of your customer data, simplify
customer-related processes and improves the customer experience. However ensuring
that your customers are satisfied and you are more successful requires a CRM system that
caters to the needs of both your industry and users.
Our solution: update.CRM
Seit 1921
14
15
Successful Sales with
Successful Marketing with
update.CRM provides sales employees with the necessary tools to remain a step ahead
As a marketing employees, you benefit from a number of functions and processes in
of the competition in a dynamic market - covering sales management, opportunity ma-
update.CRM. These include the ability to contact specific target groups, simple lead and
nagement and offer management. Not only is completing your tasks made easier and
campaign management, and the ability to analyze the results to measure the success of
more efficient - you also benefit from increased revenue.
your activities. This ensures your resources are deployed to achieve long term results,
increase response rates and reduce costs.
Typical challenges that update.CRM
helps you master include:
Do you want to maximize revenue potential with limited resources?
update.CRM guides you through an optimized opportunity management process: The system provides you with recommendations based on the available data, helps you profit
from relationship networks and select the most promising opportunities in the sales funnel or matrix analysis. This minimizes your administrative overheads while increasing
productivity.
re
Speed up sales-
processes by
lated business
40 percent*
Vier gute Gründe
Four
Argumentsim Service
für update.CRM
for update.CRM for Sales Teams
Is managing your busy schedule getting in the way of handling your customers’ needs?
The visit documentation process in update.CRM keeps you on top of your appointments.
Whether preparing well for upcoming meetings or adding offers to the system while vi-
reduce the time spent on administrative tasks by up to 80 percent.
Do you want to centrally depict, manage and analyze your entire lead process?
update.CRM provides the ideal cockpit for doing so: A standardized lead management/
nurturing process accompanies all your measures, from quickly adding data and classifying leads to selecting the most effective marketing instruments and communication
channels to post-processing and analysis. Turn your leads into customers!
by 10 percent
ting campaigns
ke
ar
m
of
s
st
t*
Reduce the co
n managemen
ti-tier campaig
ul
m
,
ed
at
m
to
with au
Vier gute Gründe
Fourupdate.CRM
Argumentsim
forService
update.CRM
für
for Marketing Teams
Do you want to implement personalized, multi-tier campaigns?
1. 360 degree view of customers helps identify strategic
customers and handle them in a targeted manner
siting a customer, the predefined process reliably guides you through the necessary steps
when visiting customers and also saves you time. Mobile CRM applications can also help
Typical challenges that update.CRM
helps you master include:
2. Structured overview of pipelines, forecasts and
relevant activities
update.CRM is a powerful tool for planning and implementing efficient, targeted marke-
1. Manage multi-tier campaigns over their entire duration
ting activities. A central dashboard allows you to manage your campaigns, define target
- including defining target groups and communication
groups according to your desired criteria as well as quickly carry out short-term activities
channels - and monitor the results
for selected customers. The result: lower churn rates and personalized contact with your
customers.
2. Quickly reuse successful activities as campaign
templates
Are your attempts to manage sales activities hampered by a flood of tasks and numbers?
update.CRM makes this smooth sailing: A compact overview of all your teams’ activities,
3. More time for strategic activities by reducing
administrative overheads
sales pipelines and key performance indicators allow you to set priorities, take necessary
measures and identify the potential for both up-selling and cross-selling. This helps you
Do you want to easily measure the success of your campaigns?
update.CRM’s campaign management process also makes it easy to analyze the success
4. Adapts to your processes, not vice versa
with a realistic costs-benefits analysis and makes it easy to quickly identify particularly
effectively manage your sales activities and increase long term revenue.
successful campaigns.
16
* average value, update customer survey
* average value, update customer survey
3. Save time by automating the handling of responses
of your marketing activities based on the responses to the campaign. This provides you
4. Monitor success rates with detailed targets and budgets
17
Successful Service with
and the IT Team
Excellent service provides a competitive edge and cuts costs - it is significantly more
expensive to win new customers than it is to retain existing onces. update.CRM includes
Every system requires a study backbone. update provides IT staff with expert advice
seamless process for service staff ranging from managing maintenance to assigning ser-
on integrating and operating our flexible CRM solution, including implementing suitable
vice tasks to field technicians based on their skills and availability. Providing your custo-
interfaces with other systems.
President IT
hammer, Vice
Thomas Stray
& Operations,
update
“Our solution grows with you.”
mers with an excellent customer experience not only leads to more satisfied customers,
but also more loyal ones.
Typical challenges that update.CRM
helps you master include:
Typical challenges that update.CRM
helps you master include:
Do you want to keep a handle on a mountain of service requests?
update.CRM makes managing your helpdesk activities efficient and transparent: the central
database allows you to access all information on a customer at a glance. Tickets are
processed uniformly with previous solutions to issues available in the knowledge base,
while tickets can also be analyzed. As a result, customers receive customer-oriented,
top-of-the-line service.
related tasks by
eed up service-
25 percent*
Sp
Vier gute Gründe
Four
Argumentsim Service
für update.CRM
for update.CRM for Service Teams
Are you worried that the CRM system will not integrate with your existing systems?
update understands both the challenges and advantages of both worlds. We therefore
give you the option to choose between these two models. Should you want to change the
model at a later date, you can easily migrate your data with update.CRM. You thus remain
fully flexible and can choose the solution that suits your requirements.
Are you considering both a SaaS and in-house solution?
update understands both the challenges and advantages of both worlds. We therefore
Vier gute Gründe
Four
Argumentsim Service
für update.CRM
for update.CRM for the IT Team
give you the option to choose between these two models. Should you want to change the
Does the sheer volume of service requests make it difficult to flexibly plan service activities?
1. Quicker handling of customer complaints
update.CRM puts you in full control: use the dispatching dashboard to easily and efficiently coordinate service activities. This ensures that a suitably qualified technician arri-
model at a later date, you can easily migrate your data with update.CRM. You thus remain
fully flexible and can choose the solution that suits your requirements.
1. Simple configuration of both SaaS and in-house
solutions
2. Identify revenue potential based on detailed informati-
ves punctually and has the necessary information and equipment at hand, saving both
on stored centrally in the customer’s history, including
Does deploying a new system often result in frustration?
time and money..
their products and previous maintenance activities
Rest easy with update. We will accompany you through this straightforward process step
2. The ability for users to perform administrative
tasks relieves the burden on the IT department
by step: Not only do we provide you with direct, personal support, you also benefit from
Do you want to provide service technicians in the field with the support they need to meet
3. Use service activities to tap into new revenue streams
approach. The result is the smooth and timely launch of your CRM system.
their full potential?
Meet both of these targets with update’s mobile CRM solutions: In addition to providing
you with support when scheduling service calls, the system can also be used to document
service activities and generate service reports on site. Mobile CRM applications mean
our experience with hundreds of other integration projects and our tried-and-trusted
3. Large network of partners for implementing
international projects
4. Centralized knowledge base shared by both back office
and field staff
4. Highest security standards, particularly under
the SaaS model
customer data is always at hand and also provide employees with information relating to
up-selling and cross-selling opportunities while on site.
18
* average value, update customer survey
19
CRM in the Mechanical Engineering and
Manufacturing Industries
ment Holding
Talis Manage
nager.
w specialists
tion Project Ma
es at waterflo
ma
tri
for
un
ns
co
Tra
11
s
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s in
sin
er
Bu
us
er,
nt
ssl
me
Vo
d manage
ing Sigrid
270 sales an
pertise - includ
s industry ex
value update’
Enterprises active in the mechanical engineering and manufacturing industries could not
be more different. Nonetheless, they still face similar challenges depending on the vertical integration of their products: ‘The first system is sold by the sales team; the rest are
“We previously need to generate complicated lists to see which
systems were in use where. This is now 100 times easier.”
sold by the service team.’ Make the most of the potential for cross-selling and up-selling
and share customer information with multiple departments.
Typical industry-specific challenges that update.CRM
helps you master include:
Do you want to take advantage of all sales opportunities that present themselves while
Markus Holy, Sales Manager at Fiegl+Spielberger
keeping administrative overheads at a minimum?
update’s CRM system supports users at Mungo AG by providing them with a clear overview when adding and pursuing sales opportunities, which are classified according to
their current stage. Users are thus able to determine at a glance what the current status
of a customer is and which tasks need to be completed. Sales managers can identify sales
opportunities at an earlier stage and track these opportunities to their conclusion by
means of smart processes.
Are you aware that a cutting-edge approach to service can increase revenue and want to
adopt a professional, customer-oriented approach?
Four Arguments for
CRM in the Mechanical Engineering
and Manufacturing Industries
1. Complex and often long-lasting sales processes are
made more transparent
Fiegl+Spielberger introduced update’s CRM solution for just this reason. By integrating
the CRM system with other applications, back office service staff can now access all information concerning a customer and the history of that customer’s systems, as well as
2. Maintenance journals are always available in digital
format in the CRM system
the resources currently available to technicians from within a single application. All transactions covered by service level agreements can be processed quickly and transparently
using the CRM system.
Our customers speak for themselves: Fiegl+Spielberger, KSB, Oerlikon Balzers, Terex,
Trotec, Rothenberger, Wieland and many more
20
3. Make decisions affecting sales and service based on key
figures
4. The internet of things requires the excellent handling of
customer-related information
21
M.pad.
he SE, with CR
CRM in the Construction and
Construction Supply Industries
Hansgro
consultant at
gomery, CRM
: Steven Mont
nd
Always at ha
Being able to quickly identify suitable construction projects and tapping into the right
networks will continue to drive success in the future. The property management process
in update’s industry solution helps you keep track of highly complex projects and the
tradepersons involved.
“Very few software providers cater to the need to manage
property developments, but this was an important criteria
for us.”
Typical industry-specific challenges that update.CRM
helps you master include:
Do you want to keep on top of national and international property development
projects?
Matthias Grafe, Head of Sales Management at Uzin Utz
Property developments and the parties involved in the project, such as the project leader
and architects, are of prime importance to Uzin Utz Ag. Being able to visualize the relationship networks in update’s CRM solution ensures that the right person is contacted at
the right stage of a project. The relationship network also depicts indirect sales relationships: information on which customers purchase from which supplier can be displayed in
the CRM system at the click of a button.
Four Arguments
for CRM in the Construction and
Construction Supply Industries
Do you also want to provide end customers with service from within your CRM system?
You can depict private customers in update.CRM, which can be independent of any companies. The Pipelife Group uses the CRM system to inform end customers of updated
1. Gain a competitive advantage with the graphical
relationship network
pricing and trade fair presentations via newsletter. Invitations to events sent out to engineers and fitters are also automated using update’s CRM system.
2. Efficient processes for managing attractive construction
projects
Do you want to simplify the process of managing quotes, but don’t know how?
It is common for customers in the construction and construction supply industries to be
3. Tackle the challenges posed by indirect sales
offered multiple variants of the same product. Sales staff can flag such related offers as
either the main or secondary offers in update.CRM. This prevents any future confusion.
4. Integrated IBAU database
Our customers speak for themselves: BRZ, Doka, Geze, Hansgrohe, Pipelife, Rockwool,
Saint-Gobain, Uzin Utz and many more.
22
23
ment.
ge
nization Mana
CRM for Life Sciences
Weleda also
d Orga
os, Project an
ed: Simone Ro
te.CRM. Pictur
trusts in upda
As an industry expert we understand the challenges faced by your industry: complicated
certification processes in the Rx industry, legal regulations, and complex sales channels
and pricing models in the OTC segment. update.CRM allows you to optimize important
“Our frequency of contact has increased fourfold since
introducing the CRM system.”
customer processes ranging form handling orders, planning visits, managing samples
and managing sales territories. This saves you time and improves your level of service.
Typical industry-specific challenges that update.CRM
helps you master include:
Richard Kratzer, Head of the Specialist Retail Division at Dr. Grandel
Are you struggling with constantly changing and highly differentiated legal requirements?
Paul Hartmann AG found the cure in update’s CRM system. Intelligent processes in the
flexible solution help the medical and healthcare manufacturer react quickly to changing
country-specific regulations. The same applies to pharmaceutical companies, for example
in order to comply with the EFPIA code of conduct from 2015: all relevant data is collec-
Four Arguments for update.CRM
in the Life Sciences Industry
ted centrally and can be published in accordance with the requirements.
1. Avoid unnecessary journeys by planning routes based
Do you want sales reps to be able to access your CRM data while on the go?
on specific criteria
Pascoe was able to meet this requirement with update’s mobile CRM solution. Orders
are now managed directly in the system, eliminating paper clutter and reducing delivery
times by a day.
2. Be fully prepared for customer calls thanks to the 360
degree view of customers and the relationship networks
of doctors, hospitals, pharmacies etc.
Is personalized customer contact important to you despite a large customer base?
ratiopharm was also looking to meet this target by introducing update’s CRM solution.
3. Comply with legal requirements, such as regulations
Since its introduction, the system has not only helped improve the efficiency of colla-
concerning the distribution of samples with certified
boration between the marketing and sales teams, but the analysis functions have also
e-signatures
turned barren customer information into important insights. The result: better customer
orientation and new sales strategies.
4. Improve efficiency, reduce error rates and save time
by accessing and entering data on-site via mobile CRM -
Our customers speak for themselves: ALK-Abelló, Biologische Heilmittel Heel, Dr. Grandel,
even without an internet connection thanks to CRM pad’s
Limbach Gruppe, Pascoe, Paul Hartmann, ratiopharm, ulrich, Weleda and many more.
offline mode
24
25
nalbank AG.
ation at Natio
neral Organiz
CRM for Financial Service Providers
mers have a
update’s custo
good reason
s, Head of Ge
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Our solution caters to all customer-related processes, from planning events, documenting
transactions and revenue to legally compliant complaint management. Especially in the
age of online banking and social media, it is important to engage directly with customers.
After all, only four out of ten customers are satisfied with their bank according to a
recent study.*
“Calculating commission takes around five minutes with
update’s CRM solution. This use to be work carried out
once a year and taking two months.”
Typical industry-specific challenges that update.CRM
helps you master include:
Do you want to combat customer churn and falling revenue?
Axel Anke, Deputy Head of IT/Organization at Hannover Leasing
Bawag P.S.K. increased the number of sales lead by 30 percent within 18 months thanks
to their CRM initiative. The 1,600 CRM users are supported in actively engaging customers by means of automatically generated sales hints. Events such as a customer completing their studies or starting a family provide the impulse for a personalized consultation.
Bawag P.S.K. has clearly benefited from this approach, with closure rates of up to 70 percent.
Do legal requirements such as securities trading acts making your life difficult?
Valiant, the largest regional bank in Switzerland, was also facing this challenge. update
Four Arguments for update.CRM
at financial service providers
supports investment consultants in adhering to legal requirements and meeting their
documentation obligations. Automatically generated hints ensure that no steps are
forgotten. For example, the system informs investment consultants about which docu-
1. Industry-specific processes are already covered out of
the box
ments are required and what information needs to be disclosed to the customer.
2. Easily comply with legal regulations including
Are you juggling numerous systems without having an overall picture of your customers,
documentation requirements
products and contracts?
German Mayflower Capital AG wanted to combat exactly this issue by introducing a CRM
system. Although over 100 tools are in use by around 400 companies, these are integrated
3. Multi-tier access rights for comprehensive
data protection
so that users feel as though they are using a single system.
4. Seamlessly exchange data with external systems with
Our customers speak for themselves:
the included interfaces or define custom interfaces using
Bawag P.S.K., Bankhaus Lampe, Hauck & Aufhäuser, KEPLER-FONDS, OVB, Raiffeisen-Leasing,
open standards
UniCredit and many more.
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* World Retail Banking Report 2014 by Capgemini & Efma
27
CRM in the Consumer Goods Industry
Our industry-specific CRM processes mean field staff and key account managers can
work even closer together. Mobile CRM on tablets and smartphones also improves the
efficiency of field reps at the point of sale - the be-all and end-all in the fast moving
world of consumer goods.
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“Our new CRM solution means that key account managers
and field reps are even better connected than before,
improving communication in particular concerning special
offers and product listings and making us quicker to react
to the market.”
Typical industry-specific challenges that update.CRM
helps you master include:
Do you want to improve collaboration between key account managers and your sales
Mathias Schlüter, Sales Director at Bahlsen Germany
team?
Instead of maintaining data in isolated Excel sheets, employees at satellite specialists
TechniSat all share the same knowledge base thanks to update.CRM. If the situation changes for a key account manager, field reps are brought up to date with a single click. Both
can then immediately react to price changes or delays in product deliveries.
Are you looking for a truly innovative and mobile CRM system?
“CRM on the go” and modern mobile devices also improve motivation. Biscuit manufactu-
Four Arguments
for update.CRM in the
Consumer Goods Industry
rer Bahlsen went down this route with the introduction of update.CRM, much to the joy
of its employees. Instead of using laptops, Bahlen’s employees now use the native iPad
app, CRM.pad, to present sales documents, stand-up displays and promotional activities.
Our customers speak for themselves: Bahlsen, Hassia Mineralquellen, Mäurer & Wirtz,
Shimano, TechniSat, XXXLutz and many more.
1. Improve efficiency with the seamless networking of key
account managers and field staff
2. POS monitoring process allows product information to
be entered quickly
3. Store customer orders and order goods on-site at the
click of a button
4. Save up to one hour a day of post-processing thank to
mobile CRM*
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* analysis of companies such as TechniSat
29
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CRM for Other Industries
Together with our global network of partners, we also provide expert advice on introducing CRM in a variety of fields, such as at media, telecommunication and energy companies and non-profit organizations. Targeted customer contact, better quality of service
“update.CRM is the ideal tool for helping Alzheimer
Nederland meet its goals. The result has been a significant
increase in the effectiveness of fundraising.”
and greater profitability are the end results.
Typical industry-specific challenges that update.CRM
helps you master include:
Are you an NGO and want to carry out marketing campaigns without relying on third
Rens van Loon, database specialist at Alzheimer Nederland
parties?
Alzheimer was able to go much further than that with the introduction of update.CRM.
More than 400,000 relationships are now displayed transparently, also providing the
basis for analyses and reports for identifying measures. This makes it possible to track
funds down to the last cent..
Are high churn rates posing a challenge?
Four Arguments
for update.CRM
Energie Steiermark emerged as one of the winners of a deregulated energy sector thanks
to the introduction of its CRM system. On the back of CRM-managed customer retention measures, the company established itself as one of Austria’s most successful energy
1. A good 50 percent of requirements are covered
out of the box
providers.
2. Industry expertise thanks to our global partner network
Are you looking for a CRM partner who understands the media sector?
From Freie Presse Chemnitz to Athesia Medien, media expertise on the part of update’s
partners coupled with a flexible product were key to the success brought about by intro-
3. Rent instead of buying: our SaaS model makes it easy
to get started
ducing a CRM system.
4. Whether you are active in the B2B, B2C or B2B2C
Our customers speak for themselves: ARD-Werbung Sales & Services, Energie Steiermark,
markets, we have the rights solution for you
Freie Presse - Chemnitzer Verlag und Druck, Neustart, Ströer Media Deutschland,
Tiroler Tageszeitung and many more.
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Key Account Overview
Take Advantage of Networks
update.CRM provides you with a clear
View contact persons, memberships and
overview of your key accounts at all times.
opinion leaders influencing your customers
at a glance
Guided Processes
Sales Rep Start Page
update.CRM guides you through
Clear overview of your tasks, appointments,
your tasks step by step
analyses and customer data
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33
Map View
Service Overview
Find the quickest route to your next
Improve service quality with efficient
appointment with update.CRM
processes and a clear overview of
customer information
Marketing Dashboard
34
Work Efficiently
Easily and transparently measure
Templates for common tasks
the success of marketing campaigns
save you time
in update.CRM
35
Build up a close relationship with your customers
- wherever you are
Get away from your desk and spend more time with your customers. Whether on the
road, at a point of sale or in a meeting, update’s mobile CRM solutions mean you can
access all necessary customer information and process orders on site. According to
existing customers, this can...
“...save 90 minutes per employee per day.”
Seven Arguments
for update’s
Mobile CRM Solutions
1. Customer data available from anywhere at any time
Ingo Klar, CRM project leader at Pascoe
2. Make real-time decisions over long distances
“A notebook is often perceived as a barrier, but CRM.pad is a
welcome addition to any customer call. Call reports are simply
entered after the call while on the road.”
3. Direct networking between field and back office staff:
submit orders immediately, rather than at the end of
the working week
4. Eliminate paper clutter
Günther Schrüfer, Head of Customer Service at Bahlsen
5. Project a professional image among your customers
6. Intuitive interface increases user acceptance, which
“Even long-serving employees enjoy working
with CRM.pad.”
in turn benefits data quality
7. CRM.pad can be used without requiring an internet
connection
Helmut Meeth, Managing Director at Helmut Meeth GmbH & Co. KG
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nicht ausgereift
update’s mobile CRM Solutions at a Glance
Features
Large screen, fully featured
Benefit from the full complement of features in the field - including offline mode - with all the benefits a
for smartphones and tablets
>> Enter data with a minimum of taps
>> Ideal for preparing for and scheduling customer
calls, and staying in contact with customers
large screen brings. update.CRM web is available for all types of tablets, netbooks and laptops (including
with touch support).
Design and Usability
Easy to use with a clear overview of information and the current context, e.g. in the concise
dashboard.
GPS and Apple Maps Support for Appointments
You can search for nearby customers based on your current location, which is determined
via GPS. React quickly to rescheduled appointments and cancellations with recommended
alternative appointments.
Appointment Planning
The integrated calendar’s daily, weekly and monthly views make it easy to prepare for and
plan customer appointments.
Available on the App Store
>> Sleek design
>> Smart features
>> Easy to use
>> Industry-specific functions
>> Offline mode with full process
capabilities
Consultations and On-site Order Placement
When consulting with customers, new product offerings can easily be presented and you
can view relevant documents together with the customer.
—
Offline Mode
Access and process data during flights and on trains without irritating error messages. Data
is synchronized automatically with the server once an internet connection is available.
—
sehr ausgereift
Always at hand
>> Browser-based web application specifically designed
Customize the application to reflect your corporate design
Customizable views for work processes, e.g. the intuitive quick add function for adding
items to offers. Select products from a standard list, product images or PDF product catalog.
—
Watch this video to find out more about how update’s mobile solutions can keep you one step ahead of the competition: www.update.com/mobile-video
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Product Finder
Do you want to...
CRM
Fundamentals
Then this product is particularly suitable
Then this product is particularly suitable
... always have access to a 360 degree view of
customer data?
www.update.com/crm
... automatically link telephone activities carried out by
your contact and call center with your CRM processes?
www.update.com/phone
... be able to access your CRM system from a native iPad app
to ensure that staff in the field are working as efficiently
as possible?
www.update.com/crmpad
... synchronize e-mails, appointments and contact persons
in existing systems with your CRM system?
www.update.com/connector
Mobile CRM
Analysis
Do you want to...
Integration
... combine you CRM system with the mobility of tablets or
smartphones?
www.update.com/smartphone
... display key CRM data in Microsoft Outlook without
requiring direct access to the CRM system?
www.update.com/connectlive
... be able to comfortably analyze company data directly
in your CRM system without requiring specific technical
knowledge?
www.update.com/intelligence
... fully integrate your CRM system within your existing IT
environment?
www.update.com/interface
To find out more about which CRM solution best covers the
needs of your company, download our buyer’s guide from
www.update.com/selection
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Are you looking to broaden your CRM horizons?
Visit our headquarters in Vienna and take a look out
of the window in the twelfth floor.
Gain new perspectives.
Visit our headquarters in Vienna and take a look out of the window in the twelfth floor.
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Behind the Scenes
The customer comes first
Valentina’s da capo
Our employees are willing to go the extra mile for our customers. update employee
A customer in Hamburg was particularly impressed by Valentina Baumgartner, who had
Nikolas Götz was once so immersed in a customer workshop that he never got around
worked with the customer for years. Despite her switching departments, the customer
to eating during the work day. But every problem has a solution; the customer from the
still wanted to book her again to hold a workshop. update pulled out all the stops are
consumer goods sector was able to rustle up three tins of tomato soup, which Nikolas
flew her in for a special session. Although Valentina missed her night out at the opera in
immediately devoured on the spot.
Vienna, the reward was a satisfied customer in Hamburg.
Nikolas Götz
gartner
Valentina Baum
“Not without your employee!”
From start-up to international IT enterprise
Our employees have even been part of contracts. A German private bank was so
update’s roots can be traced back to a student flat in Vienna. Here the two founders of
impressed by Thomas Rumpelmayer, update Business Services employee and financial
update brought to life marketing.manager, the great-grandfather of update.CRM. After
specialist, that his involvement was a precondition to concluding a contract with update.
securing the first major customers in Switzerland in 1989, international success followed
quickly.
From diskette to SaaS
Today, update’s customers can decide whether to deploy their CRM solution using the
in-house or SaaS model. Looking back, it is hard to imagine that update’s first CRM soelmayer
Thomas Rump
44
lution was sold on diskette, as was the norm in the 80s. However, this was back before
computers themselves were taken for granted.
marketing.manager
45
But that’s not all!
We’re only just getting started.
Now is the time to arrange a personal consultation.
Seven Arguments
for update.CRM
1. Industry-specific processes are already covered out of
the box
2. Save time: the intuitive and fully customizable user
interface makes it easy to navigate through sales,
marketing and service processes
3. Multiple award-winning design
4. Tried and tested method ensures a quick launch and the
flexible extension of your CRM system
5. Access customer information on the go with mobile CRM
solutions for iPad and smartphones
6. Integrates with your existing systems and supports all
common web browsers
update software AG
Operngasse 17-21, 1040 Wien
T. +43 (1) 878 55-0 | [email protected]
46
7. Choose your model: hosted SaaS or in-house solution
Find out more online:
www.update.com