top 10 enterprise CRM

Top 10 Enterprise CRM Vendors Revealed – 2008 Profiles of the Leading Enterprise CRM Vendors Find the best customer relationship management system for your enterprise. About Enterprise CRM Software For businesses of all sizes, acquiring, retaining, and supporting customers is more challenging than ever before. Yet, for larger companies, that challenge can be even greater. Activities that were already complex have become highly-complicated, multifaceted workflows and procedures that are difficult to coordinate, track and manage. Marketing teams must plan and develop an increasing number of sophisticated campaigns, and deliver them through multiple mediums. Sales reps must follow-up on hundreds of new leads, while juggling existing sales cycles. Support staff must rapidly resolve a growing volume of customer problems and issues. And, management must oversee customer-facing operations across all departments, and ensure that all client interactions are handled in a responsive and professional manner. Enterprise customer relationship management (CRM) has emerged as way for larger businesses to streamline customer-related processes across divisions, increase the efficiency and effectiveness of customer transactions at all levels, and optimize service quality at each touch-point. Unlike smaller CRM solutions that focus on productivity enhancements at the departmental level, enterprise CRM helps companies plan and execute successful customer strategies across their entire business. What is Enterprise CRM Software? Enterprise customer relationship management is a family of tightly-integrated applications that span both front- and back-office operations throughout a company. These solutions – which include sales force, marketing, contact center, and help desk automation systems – seamlessly coordinate and consolidate the disparate, repetitive processes and siloed data that often exist across multiple customer-facing business units. With enterprise CRM, all sales, marketing, service, and support staff can share information and work in synch to build stronger, more profitable customer relationships. Key Benefits for Your Company Enterprise CRM can help your business enhance the way it interacts with and services customers through multiple channels and divisions. With an enterprise CRM suite, you can deploy company-wide best practices, implementing consistent, effective, and efficient processes across departments and business units, to ensure a positive end-to-end © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2 About Enterprise CRM Software experience for your customers. This dramatic improvement in service quality will help you increase loyalty, minimize churn, and boost customer profitability. An enterprise CRM solution can also deliver significant increases in staff productivity and reduce the costs associated with attracting, retaining, and supporting clients. By streamlining all customer-facing processes, coordinating cross-functional activities, and facilitating information flow across departments, an enterprise customer relationship management solution can eliminate the redundant and overlapping tasks that waste valuable employee time, and money. Does My Company Need Enterprise CRM Software? The contact management and departmental CRM applications that work so well for smaller companies may not scale to meet the more complex needs of bigger businesses. If your company interacts with a large number of customers through multiple teams, then you need to consider an enterprise-wide CRM solution. Only enterprise customer relationship management can coordinate processes and activities across numerous channels and departments, and help you improve service delivery at every single customer touch-point. Common Enterprise CRM Features Enterprise CRM provides a comprehensive suite of fully-integrated solutions, to automate and enhance customer-facing processes across your company. Components of an enterprise CRM suite include: * Sales force automation, to help sales reps more effectively manage their contacts, opportunities and related activities. Sales force automation also provides mobile capabilities for on-the-go reps, forecasting, and order processing and tracking * Marketing automation that allows marketing teams to efficiently manage prospect databases, create and launch cross-channel marketing initiatives, and track campaign results and leads. * Customer service or contact center automation, to help customer service teams deliver rapid, high-quality service, while improving the success of up-sell and crosssell programs. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.  About Enterprise CRM * Help desk automation that enables support staff to rapidly respond to and track customer problems and issues. * Reporting and analysis, so management can obtain complete visibility into all customer-related activities within and across each department. What to Look for When Choosing an Enterprise CRM Solution Most larger companies have long-established business processes. Because these processes involve numerous staff members across multiple departments, any changes would be difficult to implement. Therefore, the enterprise CRM solution you choose must be flexible and customizable, so it molds to – and enhances – your existing workflows and procedures. It should also work seamlessly within your current infrastructure, so you can realize the benefits of customer relationship management, while continuing to leverage your previous technology investments. It must be able to integrate and share data with any existing system that stores customer information – including accounting and eCommerce applications. Ease of implementation is also critical, as some solutions require long, resourceintensive deployment cycles. In order to achieve rapid return on investment, your enterprise CRM project must be fast and well-organized across the various departments it will impact. Be sure to select a vendor that provides comprehensive consulting and training services to assist with installation and roll-out. And, because the solution will be utilized by a large user base, it must be intuitive and user-friendly. Any solution that is cumbersome or difficult to use will require extensive staff training, and could negatively impact user adoption rates. Top Enterprise CRM Vendors You have many options when choosing a CRM software vendor. To make it a bit easier, we’ve featured some of the leading enterprise CRM solutions in this paper. Review these vendors, and you’ll be well on the way to finding the right enterprise CRM package for your business. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.  www.stayinfront.com | sales@stayinfront.com | 97-61-800 HigHligHts * Chosen as the strategic CRM partner for many top life sciences, consumer goods, financial services and business companies. * Powerful Data Gathering and Analysis Tools providing closed loop marketing capabilities. * StayinFront Solutions have been implemented in over twenty countries and twelve languages. * Unique, Industry Specific Solutions geared towards the Life Sciences, Consumer Goods, and Business Industries. * Provides a platform for a 360o view of the customer. owNERShip: Private FouNDED: 1990 HEAdquARtERS: Fairfield, NJ DEploYMENT opTioNS: Windows, Mobile, Tablet PC, Web CRM PRoduCtS: * StayinFront CRM 11 CuSToMER FoCuS: StayinFront has been chosen globally as a strategic CRM partner by many of the world’s top life sciences, consumer goods, financial services and business-to-business companies, and StayinFront solutions have been implemented in over 20 countries in 12 languages. StayinFront has increasingly gained popularity with organizations who use StayinFront applications to manage different aspects of their sales and marketing operations, such as sales force effectives, retail execution, merchandising, compliance and regulatory workflow, tracking of sample drugs and updating customer profiles and information. SELECt CuStoMERS: StayinFront’s customers include Sepracor, Roche, Advantage Sales & Marketing, Astra Zeneca and many others. pRiCE: Not published. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.  About StayinFront StayinFront, Inc. is a leading global provider of enterprise-wide customer relationship management (CRM) applications, decision support tools, data services, sample inventory management solutions and eBusiness systems. With rapidly configured and implemented solutions and services, companies can easily manage and integrate all points of customer interaction including sales, marketing and customer support. StayinFront’s core underlying belief is that change is constant, no two companies do things exactly the same way and that it is in change that competitive advantages are defined. StayinFront’s flexible product architecture, object-oriented data modeling and range of deployment options provide an “exact fit” solution to help drive business processes, better manage the administrative functions of the system and lower ongoing costs of ownership. StayinFront software solutions help companies more effectively plan, execute and measure customer relationship management (CRM) strategies. StayinFront’s extensive industry experience, advanced technology and superior service provide exact-fit solutions for a variety of field force, sales force and CRM needs. The latest version of StayinFront’s flagship product, StayinFront CRM 11, provides advanced analytic capabilities that offer valuable insight into customer data as well as allow users to take action and measure results. Other key advantages include ease of use, system flexibility and seamless integration into existing back-end systems. StayinFront CRM 11 provides a rich set of features for exploring, formatting and calculating data. It empowers users to access their own business intelligence information across CRM data, eliminating the need for high-end technical expertise. The dynamic and flexible nature of StayinFront CRM 11 is uniquely suited to dealing with changing requirements and evolving data. StayinFront CRM 11 has a unique multilayered architecture coupled with object-oriented data modeling, providing unmatched flexibility and configuration capabilities while preserving the ability to upgrade. A .NET application, StayinFront CRM 11 leverages ‘Smart Client’ technology, providing the benefits of a web application while maintaining the look and feel of a desktop application. StayinFront CRM 11 is easily deployed across a WAN or the Internet using the ‘ClickOnce’ deployment, a Microsoft technology. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 6 About StayinFront StayinFront CRM 11 offers users many benefits which include powerful data gathering and analysis tools. In addition, StayinFront CRM provides guided analytics that help identify critical business challenges. StayinFront also provides lower cost business intelligence with StayinFront Analytics, an application easily integrated with StayinFront CRM, which helps companies take full advantage of customer information. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 7 www.epicor.com | info@epicor.com | 99-8-000 HigHligHts * Highly customizable CRM application/platform. * Familiar Microsoft Outlook-like user interface. * Robust reporting engine for shareing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV. owNERShip: Public (NASDAQ: EPIC) FouNDED: CA, 199 HEAdquARtERS: Irvine, CA BuSiNESS MoDEl: Hosted and On-Premise CRM PRoduCtS: * Epicor Enterprise CRM * Epicor iScala ERP * Epicor Vantage * Epicor Vista * Epicor Clientele CRM CuSToMER FoCuS: Mid-market enterprise in a range of vertical industries. SELECt CuStoMERS: Cox Enterprises, Cinemex, InVision Technologies, Siemens Building Technologies pRiCE: ~$1,00/user (Clientele CRM). © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 8 About Epicor A long-time player in the business automation field, Epicor has been providing integrated ERP, CRM and supply chain management (SCM) software to mid-market companies around the world for 20 years. With the June 2004 acquisition of Scala, Epicor officials say that they are the global leader in the mid-market, serving more than 20,000 customers in over 10 countries. The company has an impressive list of accolades and awards. In November 2005, it was selected as a finalist for the inaugural Red Herring Small Cap 100 and Epicor was named one of FORTUNE magazine’s 100 Fastest-Growing Companies in 2006 Epicor leverages technologies like Web services in developing end-to-end, industryspecific solutions for manufacturing, distribution, enterprise service automation, and hospitality. Designed with scalability and flexibility to support long-term growth, Epicor offers a full range of services, providing a single point of accountability to promote rapid ROI. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 9 www.goldmine.com | 1.800..7 HigHligHts * * * * Over 1.7 Million licenses sold Adopted by 76% of the FTSE 100 and 50% of the FORTUNE 500® Used in more than 80 vertical markets in over 40 countries Offers free trial for GoldMine Premium Edition owNERShip: Private FouNDED: 1989 HEAdquARtERS: Pleasanton, CA BuSiNESS MoDEl: On-Premise CRM PRoduCtS: * GoldMine Enterprise * GoldMine Premium * GoldMine Corporate * GoldMine Standard CuSToMER FoCuS: Small and Mid-size Organizations SELECt CuStoMERS: Advanstar Communications, Chicago White Sox, Colonial Saw, Cosco, First American Equipment Finance, Instron Corporation, LeylandAlliance pRiCE: Starts at $199 per user for GoldMine Standard © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10 GoldMine Enterprise – the latest CRM solution from FrontRange’s award-winning GoldMine product line. GoldMine Enterprise is designed for the business that wants its CRM to add significant value, not just automate sales calls. These businesses look for CRM to create value through increased agility, higher success ratios, and integration of data from disparate points in the organization. The design of GoldMine Enterprise benefits from the input and best practices of the world’s largest CRM user base. We combined our decades-long experience in CRM with the latest technologies in access, integration, and configuration to produce software the way you want it. Relationship Management * Manage relationships the way you naturally organize your business, by account, household, distributors or other specially defined category-go beyond generic customer or contact categories * Centralize information in one repository-integrate third-party “data silos,” Finance or Accounting departments, order management systems, back-end ERP, and more * Gain a 360 degree view of your customer or other relationship data-data from any system and any source, exposed for use or integrated robustly-you decide Marketing Automation Campaign Management * Create and manage campaigns easily * Create test campaigns and run trials. Predict and quantify campaign ROI * Fine-tune campaigns, as they roll out, using real-time data Lead Management * Distribute leads to the right person automatically using configurable business rules * Adjust and optimize your management in real-time-rank, qualify, reassign, and more, * Use extensible business logic to maximize the value of your lead analysis About GoldMine (By FrontRange) © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 11 Sales Management About GoldMine (By FrontRange) Opportunity Management * Real-time visibility into all your sales activities, including product and services information and revenue details * Built-in Sales Methodology support keeps processes consistent and sales cycles on track * Easy-to-use interface helps you manage all information surrounding sales opportunities Forecast Management * Forecast tools enable sales users to better predict, manage, and analyze their pipeline * Ensures sales users stay focused on reaching their sales quotas * Forecast dashboards allow management to view, analyze and manage forecast figures, properly and accurately Quoting * Integrated Quoting Tool automates what previously were common failure points in the sales process * Guaranteed consistency of customer information, products, pricing, and cross-selling offers * Flexible approval processes allow you to standardize quotes and manage exceptions Customer Support * Consistent, real-time answers via email, telephone, Web and all other access points * Access to full customer case history, including data pulled from sources across the organization * Customer support Best Practices and opportunities to streamline processes increase productivity © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 12 www.infor.com | sales@infor.com | 1-800-260-260 HigHligHts * Tailored to meet the unique demands of many vertical markets. * Tight integration to Infor’s ERP and SCM solutions. owNERShip: Private FouNDED: 2002 HEAdquARtERS: Alpharetta, GA BuSiNESS MoDEl: On-premise CRM PRoduCtS: * Infor CRM CuSToMER FoCuS: Manufacturing and distribution. SELECt CuStoMERS: Denso, TRW, Heinz, Coca-Cola Enterprises, Godiva, Valvoline, GlaxoSmithKline, 3M pRiCE: Not published. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 1 About infor Infor delivers fully integrated enterprise solutions as well as best-in-class standalone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product lifecycle management, and business intelligence. Infor’s Customer Relationship Management (CRM) solutions are tailored to meet the unique demands of the vertical markets served by the company--whether you’re an automotive company, a CPG manufacturer or a building materials distributor. By tightly integrating with Infor’s other solutions, and with other systems regardless of platform, Infor’s CRM solutions break down the organizational barriers to the specific data you need to serve your customers better. Although the company’s name is not widely known, Infor has acquired many software companies over the last several years to become the world’s rd largest provider of enterprise software, with approximately $2.1 billion in revenue, and the 10th largest software company in the world. Infor offers implementation and support capabilities in 100+ countries and serves 70,000 customers worldwide © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 1 www.microsoft.com/dynamics/default.mspx | 1-888-77-7989 HigHligHts * Highly customizable CRM application/platform. * Familiar Microsoft Outlook-like user interface. * Robust reporting engine for shareing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV. owNERShip: Public (NASDAQ: MSFT) FouNDED: WA, 197 HEAdquARtERS: Redmond, WA BuSiNESS MoDEl: Hosted and On-Premise CRM PRoduCtS: * Microsoft Dynamics CRM CuSToMER FoCuS: Outlook users in small and mid-size businesses. SELECt CuStoMERS: H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine, 1-800-CONTACTS pRiCE: The full-suite Professional Edition is priced between $622 and $880 per user and $1,2 and $1,761 per server. Full-suite Small Business Edition, which is a requirement for the Small Business Edition, is priced between $0 and $99 per user and between $28 and $99 per server. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 1 About Microsoft Microsoft Dynamics for customer relationship management empowers your employees to boost sales, satisfaction, and service with automated CRM that’s easy to use, customize, and maintain. Microsoft Dynamics business software offers a wide spectrum of feature-rich, affordable CRM solutions to help you meet your specific needs. Whether you run a small, growing business or a large organization with a high number of customers and large sales and marketing teams—you can use Microsoft Dynamics to help you manage relationships even better. The Microsoft Dynamics suite of CRMrelated solutions inlcudes: * * * * * * * * Microsoft Dynamics CRM Microsoft Dynamics AX for field service Microsoft Dynamics AX for sales and marketing Microsoft Dynamics GP for field service Microsoft Dynamics NAV for sales and marketing Microsoft Dynamics NAV for service management Microsoft Dynamics SL for field service Microsoft Office Outlook 2003 with Business Contact Manager The CRM solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft technologies that you may already use. This brings together data, helping your sales people to answer customer questions without making the customer wait. When your employees use the CRM functionalities of Microsoft Dynamics, they work within a familiar Microsoft software environment. This helps reduce distractions of having to learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented for you by a Microsoft partner with the right industry and technical expertise. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 16 www.onyx.com | info@onyx.com | 1-888-27-6699 HigHligHts * Easy to customize interface which can be tailored to individuals, roles, or departments. * Simple yet intelligent business process configuration tools. * Solid open architecture design to let you centralize all customer data in one system. owNERShip: Private FouNDED: 199 HEAdquARtERS: Indianapolis, IN BuSiNESS MoDEl: On-Premise or Hosted CRM PRoduCtS: * Onyx CRM CuSToMER FoCuS: Mid to large-size enterprises. SELECt CuStoMERS: Wells Fargo, AIG, the Seattle Mariners and Konica Minolta pRiCE: Not published. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 17 About onyx If you’re a mid- to large-size enterprise looking for an application that can accommodate ever-changing business needs, increased competition or more sophisticated customer demands, Onyx is an award winning CRM solution that can meet your dynamic and ever-increasing demands. Onyx, a Consona CRM solution, has the breadth of functionality and is set apart from its competitors based on their design philosophy, flexible interface and configurable business process tools. Onyx CRM is used by more than 100 customers in a variety of industries, with a focus on the financial services, health care, contact center, high tech and local government markets. design Philosophy Onyx CRM is built around a philosophy of Total Customer Management (TCM) which ensures end-to-end vision of what’s going on with your customer. Whether you implement the solution in a single department or across your enterprise, it organizes information, even information from other systems, around the customer since the customer is the center or your business and your success. Sales, support, marketing, and product profiling all come together in a comprehensive picture to empower intelligent, informed customer interactions. Flexible interface and Tools Many competing products are designed around rigid process flows that force you to work a certain way. The Onyx CRM solution provides unparalleled flexibility and technology to do business in the way that you choose. Whether you’re looking for a simple solution or something more complex, Onyx CRM can accommodate your unique business challenges. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 18 About onyx Service and Support Its service and support functionality spans everything from pre-contact knowledgebase searches to quality assurance case management. Regardless of whether you’re managing software support issues or loan payment questions, its user interface and business process tools will ensure that your staff can support your customer’s specific needs. Onyx CRM also provides: * * * * * Employee and customer portal interfaces Service issue tracking with related Quality Assurance issue tracking Assignment and escalation management Email and web integration Employee and customer knowledgebase capabilities Sales Onyx CRM helps you organize and guide sales conversations towards a specific goal - creating a business relationship resulting in the sale of your products and services. Sales opportunities track on-going interactions, integrating with your email client, and reflect the evolving status of your sales efforts via forecasting, quoting, and reporting tools. Onyx CRM also provides: * * * * * Scripting for guided sales and service Workflow automation Territory management Product and service purchase records Mobile and offline capabilities Marketing Customer data from sales and service activities can easily be mined to target appropriate audiences for your offerings and execute personalized individual or bulk marketing campaigns. You can track all campaign activities and tie them back to sales performance to measure your overall program success. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19 www.salesforce.com | info@salesforce.com | 1-901-7000 HigHligHts * Sales force automation * Ease of use * Intuitive interfaces owNERShip: Public (NYSE: CRM) FouNDED: CA, 1999 HEAdquARtERS: San Francisco, CA BuSiNESS MoDEl: Hosted CRM PRoduCtS: * Personal Edition * CRM & Developer Edition * Enterprise Edition * Professional Edition * Team Edition * Unlimited Edition CuSToMER FoCuS: Companies of all sizes use Salesforce.com. SELECt CuStoMERS: Nokia, AOL, Dow Jones Newswires, United Way, Phoenix Technologies pRiCE: Starting at $6/user/month © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20 About Salesforce.com Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site. Since its founding, Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. They company attributes their success to products that are easy to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication. Salesforce.com’s provides an array of CRM and business application services, which enable customers and subscribers to systematically record, store, and act upon business data; and to help businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and provide postsales services. The company’s CRM services principally focus on sales force automation, marketing automation, and customer service and support automation. Salesforce.com’s sales force automation services enable salespeople to be productive by automating manual and repetitive tasks; provide organized data about their current and prospective customers; and help companies to establish a system and a process for recording, tracking, and sharing information. Salesforce.com’s marketing automation services enable companies to manage marketing campaigns. And customer service and support automation services allow companies to interact with their existing customers in various areas. These software services are available through enterprise edition, professional edition, and team editions. Salesforce.com also provides consulting and implementation services, and training. Salesforce.com is headquartered in San Francisco, California. More than 01,000 subscribers at 2,800 companies worldwide depend on Salesforce to manage their customer relationships. The company’s software is used by companies of all sizes, in all industries, around the globe © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21 www.commence.com | info@commence.com | 72-80-9100 HigHligHts * Offers a fully integrated suite of CRM applications from contact management and sales automation to marketing campaign management, quoting and customer service. * Completely customizable CRM Framework. * Provides both on premise and hosted CRM software. * Product offering rivals enterprise level solutions, at half the cost. owNERShip: Private FouNDED: NJ, 1988 HEAdquARtERS: Tinton Falls, New Jersey BuSiNESS MoDEl: Hosted and On-Premise CRM PRoduCtS: * Commence Desktop CRM * Commence CRM On-Demand CuSToMER FoCuS: Small to mid-size businesses – divisions of large corporations. SELECt CuStoMERS: PNC Bank, NY Post, Siemens, Sprint, Shell oil, WD-40, --- several thousand small to mid-size corporations. pRiCE: Get started for as low as $1 dollar per day per user with new managed service. Other pricing options available. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22 About Commence Founded in 1988, Commence Corporation is a leading provider of CRM software for small to mid-size businesses. The company’s products are designed to meet the most challenging requirements of today’s businesses. From rapidly deployable – hosted solutions, to fully integrated desktop applications, Commence helps organizations manage, coordinate and maximize every customer interaction. Commence has been the recipient of numerous industry awards and has its CRM solutions have been sold under private label agreements by IBM, Compaq Computer and Lucent Technologies. Commence offers complete “Freedom of Choice” to select the solutions and platform that best meets your business requirements. You can purchase the CRM application suite for use on premise or on-demand as a hosted service. You can even extend or build your own departmental applications using the company’s development toolkit provided with the product. All Commence solutions support: * * * * * * * * * * * * Contact & Account Management Sales Force Automation Marketing & Campaign Management Quoting Customer Service & Support Microsoft Desktop Integration (Outlook, Excel, Word etc.) Reporting and analytics Web integration Google Integration (Maps, Finance) Disconnect or remote users Support for Mobile Devices Web services API for integration with QuickBooks, other accounting/ERP systems © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2 About Commence * Commence Desktop CRM – is ideal for customers looking for a powerful comprehensive CRM solution that runs in – house on desktop computers. This comprehensive ready to use solution can be deployed “right out-of-the-box” and tailored to meet specific business requirement without programmer intervention. Commence Desktop CRM is easy to use and ease to maintain and offers functionality that rivals many enterprise level solutions. * Commence CRM On-Demand – is a feature rich web-based solution that is easy to use and deploys rapidly. Commence On-Demand is modular in design allowing you to select only those applications you need to manage your business. The product requires no hardware, no software and no IT cost. What differentiates Commence from other CRM offerings is the company’s rich 20-year history and track record for delivering high quality reliable business software to small and mid-size companies. Today several thousand growing businesses serving  unique industries in 22 countries around the world rely on Commence CRM solutions for managing their business. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2 www.soffront.com | sales@soffront.com | 1-800-SOFFRONT HigHligHts * Focus on providing CRM Software to mid-sized companies. * Offers complete suite of CRM solutions. * Provider of both hosted and on-premise CRM Software. owNERShip: Private FouNDED: 1992 HEAdquARtERS: Fremont, California SoFTwARE MoDEl: Hosted and On-Premise CRM PRoduCtS: * Soffront Customer Support CuSToMER FoCuS: Mid-market SELECt CuStoMERS: Sand Technologies, Ternion Corporation, redemtech, Iverson, HitSoftware pRiCE: Not published. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2 About Soffront Soffront was an early pioneer of CRM in 199, with the release of its customer help desk and defect tracking solutions. For over a decade, Soffront CRM has evolved into a complete end-to-end CRM solution, providing sales, marketing, service and knowledge management with greater adaptability and customization than any other mid-market provider. The Soffront solution is completely web-based (zero foot print web client), is built to adapt and can be deployed in days. Soffront offers an end-to-end CRM solution spanning sales, marketing and support. Soffront CRM is comprise of: * * * * * * * * * * Marketing automation Customer support Defect Tracking Order Processing CRM Portal Sales Automation Employee Support Knowledge Management Asset Management Mobile CRM Soffront Software Inc. focuses on mid market companies seeking CRM solutions. With more than 2,00 customers worldwide, Soffront’s installed base includes Fortune 00 companies, mid-sized businesses, federal, state, and local governments. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 26 www.oncontact.com | info@oncontact.com | 1-800-886-0866 HigHligHts * Focus serving mid-market organizations. * Depth of functionality and increased automation. * Robust customization and integration capabilities. owNERShip: Private CRM FouNDED: WI, 199 HEAdquARtERS: Cedarburg, WI SoFTwARE MoDEl: On-Premise and Hosted SFA PRoduCtS: * Oncontact CuSToMER FoCuS: Mid-market companies. SELECt CuStoMERS: Prudential, Protective, CBC, Paulo, Taconic, Carfax, Biotek pRiCE: Starting at $1,29 per user. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 27 About oncontact oncontact CRM - Run with it. Ready to get up and running with CRM? The Oncontact CRM solution lets you automate all your critical business information, while increasing productivity and reducing costs. Our CRM solution can also help you develop effective sales, marketing and customer service strategies. Our CRM software houses all your company’s information in one central screen to immediately provide a complete view of each customer. Now, because your sales, marketing, customer service and management departments have all the information they need, they’re able to run with it. With Oncontact CRM, they can make quick, informed decisions every time they communicate with a prospect or customer. oncontact CRM Sales Whether you choose a networked or synchronized environment, our CRM application provides your team with the essential data it needs to be productive and well organized. With Oncontact CRM software, you’ll be equipped with a complete 60-degree view of your organization so you can stay on top of your competition and in touch with customers. oncontact CRM Marketing Oncontact CRM allows you to search any data, letting you pinpoint the exact audience you want to reach. You can then execute all sorts of campaigns – blast email, broadcast fax and direct mail campaigns – in a matter of minutes. The CRM application also allows you to run extensive queries mining the exact customer and prospect data you need with our marketing and call center features. The CRM software uses query results to generate reports that help plan campaigns as well as evaluate the results of past campaigns. The CRM marketing module also manages lead sources, areas of interest and campaigns associated with specific prospects and customers to identify which marketing efforts are boosting business and which ones aren’t paying off. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 28 About oncontact oncontact CRM Customer Service Oncontact CRM provides a full-scale customer service and help desk management system that lets you track customer service inquiries, incidents and problems. This creates a knowledge base that your support professionals can access in an instant. With Oncontact CRM, your company can provide fast resolution for new incidents and problems – regardless of their complexity. In addition, the customer service module lets you build queues that transfer inquiries away from an occupied support professional to a free support rep or support manager. It also integrates with email and fax applications, providing another way you can respond quickly and conveniently to customers. oncontact CRM Customizer Oncontact CRM’s Customizer toolkit allows your to easily modify the application to fit your company’s wants and needs, without touching the source code. Whether your are making major enhancements or minor tweaks, the convenient drag-and-drop environment allows your to create screens to accomplish whatever you can dream up. oncontact CRM on Demand. Whether you’re using our CRM software through a web browser, connected to it locally on your network, or syncing it when you’re out of the office, all your CRM information is available wherever you are, whenever you want it. It’s CRM on demand. And because Oncontact CRM software is designed for the way you work, you’ll enjoy an increase in productivity and a reduction of costs associated with developing effective sales, marketing and customer service strategies. It’s a CRM solution that can take you further. The recipient of numerous industry awards for our exceptional CRM software, Oncontact has built a solid reputation as the experts in Mid-Market CRM, supplying satisfied customers with the right CRM solutions for over a decade. © 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 29