MindTouch Deki for CRM
Table of contents
Note: To start the demo, click on this link and login using "demo" as user name and password.
"MindTouch Deki for CRM offers smarter collaboration and delivers actionable information to your sales team to increase sales, boost your average sale price and improve customer service. All from within your existing CRM system."
- Aaron Fulkerson, CEO MindTouch
MindTouch Deki for CRM is a software solution that will empower your sales team to:
- Increase sales
- Boost your average sale price
- Improve customer service
MindTouch Deki for CRM installs in minutes and configures quickly within your existing CRM applications. MindTouch Deki for CRM offers enterprises a unique, highly customized and optimized solution building on CRM, collaboration, and business intelligence to help sales teams excel—without an expensive price tag.
- Safely customize sales work-flow tools without a programmer or fear of breaking future CRM upgrades.
- Present actionable information from enterprise systems and online services.
- Improve efficiency with easy-to-use collaboration.
The five-minute video below introduces you to the main features and benefits of Deki for CRM.
The CRM Challenge
Commercial CRM applications like SugarCRM and Salesforce.com deliver a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction, and provide executive insight into business performance. Accessing CRM applications in a Web browser, users gain access to all the latest paper writing information about their sales funnel in one easy-to-use, convenient location. Sales managers benefit by having full access to summary and detail information to correctly forecast, manage, and grow the business.
But CRM users still encounter significant limitations in their use of CRM systems, including:
- Information Silos
As powerful as they are, CRM applications today provide only one piece of the puzzle when it comes to information about customers. CRM applications are great for tracking leads, account custom written papersinformation, contacts, and opportunities. But what about the other information critical to the sales cycle?
Is a new lead from an existing account, or is it a completely new prospect?
What products and services, if any, has this account purchased before?
What is this account's payment history? Are there any payments outstanding?
What is the history of this account’s service contracts? Are any up for renewal? What discounts did they receive in the past?
- Context Switching
CRM applications require users to switch to other online tools and Web services to look up a lead's Web site, product announcements, or company buzz on blogs. Most CRM applications are unable to help salespeople with questions like the following:
Do I know anyone from this account through my network of contacts, such as my contacts on LinkedIn?
Are there any public news stories or online discussions that would help me with my sales efforts?
- Lack of Collaboration
CRM applications provide little support for collaboration required for research and strategies around leads and accounts. CRM applications typically don't help salespeople answer questions like these:
How do I cooperate with other sales departments (inside sales, field sales, channels) to avoid miscommunication or conflict?
What kind of up-sell opportunities can I take advantage of?
CRM users would greatly benefit from having answers to questions like these at their fingertips before talking to prospects and customers. But dispersion of the data across multiple systems and technologies makes it extremely difficult, if not impossible, for sales people to get the information they need in a timely manner. A recent study by Microsoft found that "knowledge workers spend 15 percent to 30 percent of their work days looking for information." So, the sales person either spends more time searching and less time selling, or he contacts prospects with less than adequate information and hopes for the best. Whether sales people spend time hunting for information or rush ahead without it, the organization's potential to close sales is diminished.
The MindTouch Deki for CRM Solution
MindTouch and Snaplogic have partnered to create the Deki for CRM solution that delivers all customer/lead background information directly to the end-user in an easy to use collaborative environment within the CRM application itself.
Deki for CRM provides sales and marketing professionals with a collaborative dashboard of dynamic reports presenting relevant data from a variety of back-end applications and online Web services. Through this dashboard, sales and marketing teams can quickly get a rich, comprehensive view of all leads and customers. The wiki-nature of the dashboard makes it easy for teams to collaborate, sharing new information, customer data, news tips, and more.
With Deki for CRM, CRM users benefit from:
- Enterprise Intelligence
MindTouch Deki for CRM provides a unified, more comprehensive view of customers, drawing on up-to-the-minute data from internal business systems, public data sources, and the records and insights of team members. CRM users no longer need to log into multiple other applications to get customer data. Sales teams spend less time hunting for information and switching between applications. They spend more time selling and collaborating with other departments to ensure the success of customer engagements.
- Online Intelligence
MindTouch Deki for CRM makes it easy for organizations to augment their internal data with up-to-date information from Web sites and Web services, enabling better lead qualification and deeper customer insight.
- Collaborative Intelligence
MindTouch Deki for CRM gives you the tools to efficiently coordinate efforts across teams to close large deals, and to make sure that knowledge about individual customers is never lost.
Let’s walk through a scenario with a SugarCRM user using Deki for CRM:
- A sales person begins his/her day by reviewing daily leads from the nightly update.
- Noticing an unfamiliar lead, the sales person selects it and requests background information from Deki for CRM.
- Behind the scenes, SnapLogic processes the sales person's request by querying multiple internal data systems for customer data, account history, receivables, order management, product pricing, service contracts, and so on.
- The lead turns out to be from an existing customer. MindTouch Deki for CRM presents order history, service history, and payment history in the sales person's SugarCRM portal window. Mindtouch structures the data (e.g. past orders) such that a glance reveals past discounts, payment status, and total amounts. The sales person has the option of exploring each order to view specific line item products, quantities, and price.
- The sales person notices that this customer has a service contract that is about to expire. Marketing is running a promotion that offers a 15% discount to upgrade to the next level of product at the next service renewal.
- The data retrieved by SnapLogic and presented by MindTouch shows the sales person that this is a very good customer who has been given a 20% discount in the past. The sales person collaborates with management to obtain a special price for this valuable customer
- Armed with complete order history, maintenance history, and pre-approval for special pricing, the sales person contacts the lead and upsells them to a newer product.
The Deki for CRM solution includes the following components:
- MindTouch Deki Enterprise, a next-generation social enterprise collaboration platform that enables the most comprehensive enterprise-level wiki-based collaboration through dynamic mashups from multiple enterprise applications and online Web services. Deki Enterprise allows information and files to be shared more efficiently, wiki-style, by users within and across departments. Deki Enterprise securely delivers Web 2.0 collaboration, web-services and applications to teams across the enterprise. Using MindTouch Deki, you can "webify" your legacy applications, bridge multiple applications with a common interface, and provide a more usable interface to systems and databases. Mindtouch Deki has been pre-configured to read data directly from SnapLogic and to render that data within a SugarCRM portal.
- SnapLogic data integration framework, an open source, Web-based solution for quickly integrating Software as a Service (Saas) applications, in-house applications, and other business data sources, including XML documents and Web sites. SnapLogic features Solution Packs that offer full access to popular SaaS applications without requiring SOAP programming or advanced design skills. SnapLogic pipelines have been preconfigured to query the demonstration database, integrate the data from multiple tables and make the results available to MindTouch Deki. SnapLogic's browser-based, drag-and-drop design tool and Web-based components eliminate the need for complex tools and lengthy development cycles.
- Demonstration Database – A MySQL database consisting of tables for customer orders, line items, products, receipts, and maintenance contracts.
- Professional services for integrating Deki for CRM into your CRM application and to integrate with back-end applications.
To simplify this download and help you evaluate this solution, a SugarCRM instance is publicly available at : http://sugarcrm3.snaplogic.org/SugarCRM/. This instance is pre-populated with leads and accounts necessary to integrate with orders, receivables, service contracts. You can connect with USERNAME = "demo" and PASSWORD = "demo".
Once you have completed the setup, you are now ready to try this solution for yourself. Login to SugarCRM, then go to Leads. Click on any lead name corresponding to “Union G H MISS”, then scroll through the “Collaborate” tab. What you will get is a wealth of information about this customer as seen in the above image.
- Tag page
- What links here
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