The functional CRM Scope

CRM - Central focus on the customer

The CRM solution by KINAMU is based on SugarCRM Professional. SugarCRM is an Open Source solution developed by the American company Sugar CRM Inc. with its headquarters in San Jose (CA). Sugar CRM is a 100% web-based application which has been developed on the basis of open solutions (LAMP Stack).

The KINAMU CRM Appliance – Functions in detail

Customer & Contact Data Management

All relevant information on customers is being managed by the Customer & Contact Data function. Data management chiefly covers the contact details of each customer such as postal address, company details and contact persons including their titles and functions in the company as well as data necessary for sales activities. The acquisition and management of data is integrated in and synchronized with the customer master data management of the KINAMU ERP appliance.

The necessary SAP Interface (SugarCRM SAP Connector) may be used with already existing SAP installations which, however, requires certain settings in the SAP back-end system. Please contact us for further information if you would like to connect a KINAMU SugarCRM appliance to an already existing SAP system.

Marketing - Campaign & Lead Management

The Marketing function supports the development, management and tracking of sales promotions und campaigns. Such campaigns may either be e-mail, telephone or exclusively e-mail & web based campaigns. Not only does the KINAMU CRM appliance support the launching of campaigns and selection of target groups but also the realization (call center integration, sending of e-mails) and tracking of responses and rates of return per campaign. This enables a targeted handling of marketing activities and clearly shows which activity produces which output.

A further segment of the campaign management which is supported by the system is the generation, import and management of contact details and lists which are important for a campaign (targeting is one of the key factors for a successful and targeted campaign).

The KINAMU CRM appliance offers a lead management function with which leads resulting from campaigns or events or whatsoever source may be processed and managed. The leads will be classified and qualified and at a certain period in time passed on to the sales department; whereas an opportunity will be created which subsequently is being managed and monitored.

Sales Support - from Opportunity to Order

Sales support starts with opportunity management with which opportunities are collected. An opportunity contains the most relevant data of a customer, a rough estimate of the expected volume (€) as well as of the products and services to be sold. In the course of the sales process these data will become more refined and will later be transferred into a proposal. This proposal then serves as a basis for a potential purchase order.

During the complete sales process the KINAMU CRM appliance enables the monitoring of active opportunities the progress of which is displayed by showing their corresponding state.

As supporting measure all sales activities (actual and planned) for customers and opportunities, respectively, will be recorded and documented in the CRM. This guarantees a complete record of customer related activities which enables anyone at any time to address the customer accordingly and to make them known with the customer’s current situation.

Workforce Automation - the Workflow Component of the KINAMU CRM Appliance

To support the processes and communication in sales and marketing the CRM solution of the KINAMU CRM appliance offers a time management application for all users (with individual calendars for each user). This is where customer or event related appointments may be organized which will then be displayed for the corresponding opportunity or customer. The time management application is integrated into MS Outlook and enables the synchronization with the office solution in the company.

The SugarCRM solution provides a document management application with which documents can be stored and attached to individual customers and opportunities, respectively (such as inquiries, specifications, proposals, relevant communication documents). This is how an electronic file to each centrally managed customer is created.

Reporting & Management Forecasting

For any data recorded in the CRM system there will be reporting functionalities which at any time provide an overview of the current situation in sales. Within the reporting application there is a drill-in and drill-down functionality. Data transfer to EXCEL is of course possible to allow further processing and graphical illustration of the data in already existing Office solutions.

Thanks to the pipeline information and the individual states it is possible to make a sales forecast which is also being supported by the system.

Remote Access included

As the access to the KINAMU CRM appliance is exclusively web-based and the data security is being guaranteed by a separate firewall (phion) your sales personnel can safely access the system even while being out on business. This is guaranteed by a VPN connection – particularly with customer and opportunity data security is of utmost importance. As with the ERP appliance, data will be retrieved from an in-house server which is exclusively dedicated to you – data security guaranteed.