Product Tour: SalesLogix
SalesLogix is a flexible, intuitive and highly customizable CRM application. The key areas of focus for SalesLogix are Sales, Marketing, Customer Service and Support, and it does it all within the same database. SalesLogix also supports two different database platforms: Microsoft SQL and Oracle.
SalesLogix can be implemented very quickly, and in a variety of ways, depending on how you need to access your information. Information can be accessed from a Network, Terminal Server, Citrix Server, Internet Browser, PDA or Web Enabled Phone.
Sales
Marketing
Customer Service
Support
Sales
SalesLogix Sales is the core module of the SalesLogix CRM suite, which also includes Marketing, Customer Service and Support solutions.
Account & Contact Management
- Access and record detailed information about customer accounts and contacts.
- Track all customer interactions and add files, notes or literature requests.
- Assign ownership, establish account hierarchies and track lead sources and status.
- Share information captured at all points of interaction for a complete customer view.
Account Detail View:
Contact Detail View:
Add Contact/Account:
Advanced Outlook Integration
- Record Outlook e-mails into SalesLogix History.
- Add attachments to Outlook e-mails from the SalesLogix Library.
- Open the Outlook calendar from inside SalesLogix.
- Schedule meetings for non-SalesLogix users.
- Add contacts to Outlook from SalesLogix with one click.
- Synchronize data silently and automatically.
Calendar and Activity Management
- Manage schedules and keep track of activities and events for multiple users.
- Track phone calls, meetings, to-do’s, events and literature requests.
- Schedule ‘timeless’ or ‘recurring’ activities and set pre-activity alarms.
- Archive completed activities automatically in the Notes/History tab.
Calendar View:
Activities View:
View Team Members Calendar (Security Permitting):
Schedule Meeting (General Tab):
Time Zone for Meeting:
Members of the Meeting:
Schedule Resources for the Meeting:
Schedule a Recurring Meeting:
Competitor Tracking
- Maintain a competitive edge by arming employees with the tools to win.
- Record competitor product information, as well as strengths and weaknesses.
- Utilize on-the-spot notes and strategy to perform in competitive situations.
- Track sales team members, sales strategies, and reasons for win/loss.
Manage Competitors View:
Edit Competitor Detail:
Opportunity Competitor:
Contact Processes
- Standardize and automate key elements of regular contact processes.
- Automate scheduling of follow-up activities such as mailings and phone calls.
- Add decision points and conditional requirements before events are triggered.
- Assign custom processes such as "Trade Show Lead" to unique prospect groups.
Managing Contact Processes:
Customer Communications / Mail Merge
- Create custom HTML e-mail templates, then personalize and send using Mail Merge.
- Archive letters, e-mails, faxes or proposals within customer account records.
HTML E-Mail Template:
Microsoft Word Template:
Mail Merge Wizard:
Literature Fullfilment
- Fulfill customer requests for information promptly and efficiently.
- Select cover letter, item, priority, send date, quantity and shipping options.
- Identify specific individuals or groups of contacts for select mailings.
- Utilize the Literature Request Manager to view and complete transactions.
Create Literature:
Literature Request:
Literature Fulfillment:
Opportunity Forecasting
- Manage all key opportunity data for maximum sales productivity & effectiveness.
- Track probability of close, products, lead source, status, and competitors.
- Track probability of close, products, lead source, status and competitors.
- Generate sales proposals automatically reflecting native customer currency.
- View Opportunity Snapshot and e-mail key summary data to managers with one click.
- Search for and group opportunities that match specific criteria.
Technical Data: User Groups are dynamic Ad-hoc queries can be easily created with the SalesLogix Query Builder by the user themselves, or by an administrator who can create and release groups to a specific user or team.
Opportunity Detail View:
Opportunity List View:
Forecast by Account Manager Report:
SalesLogix Proposal (click here for full PDF ):
Reference Library
- Manage a central repository for company information, resources and tools.
- Create folders to organize items into categories and attach files.
- Store product information, sales collateral, manuals, pricing and presentations.
- Access files directly from the Library without storing them locally on a PC.
Territory Realignment
- Realign sales territories based on unique conditional requirements.
- Create new teams to handle special accounts such as "West Region, 20K+".
- Assign new account owners, regional managers, and division managers.
- Perform hypothetical analysis via Realignment Reports before executing.
Wireless Web Access
- Access SalesLogix data anywhere, anytime via Web Phones and the Internet.
- Retrieve and update contact, account and opportunity information.
- Enjoy real-time wireless data transfer, with no need to synchronize.
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Marketing
SalesLogix Marketing and Support solutions provide full-scale marketing campaign management and sophisticated analytical tools designed to identify your most profitable customers and shorten your sales cycle. Capturing rich, timely data from customer interactions across your organization, it allows you to develop and execute meaningful marketing programs that drive results.
Most importantly, SalesLogix delivers critical marketing intelligence for your marketing campaigns, so you can focus your strategy and resources on programs that deliver results for your business.
Budget & Revenue Tracking
- Gain critical visibility into campaign budgets and direct revenue impact.
- Assess potential revenue for campaigns launched against target groups.
- View revenue in real time as opportunities linked to a campaign are updated.
- Track forecasted vs. actual budget per task within the campaign management view.
Campaign Management
Manage and track every component of your campaign from within the SalesLogix Marketing campaign dashboard. View campaign tasks, objectives, calls-to-action and budgets. You can also view response rates vs. actual sales results in real time for each campaign from within a single view.
- Manage and track all aspects of marketing campaigns in one location.
- Record campaign name, description, tasks, status, budget and calls-to-action.
- Launch custom contact processes to automate workflow for sales reps.
- Deactivate expired campaigns and retain key data for future reference.
Campaign Reporting (ROI)
- Analyze the effectiveness of marketing efforts and increase efficiency.
- Examine campaign responses, associated revenue and product detail.
- Evaluate forecasted vs. actual return for each lead source, region or media type.
- View campaign data via Crystal Reports and adjust marketing strategy.
Campaign Response Tracking
SalesLogix not only tracks response rates and ties sales revenue to specific campaigns, but it also enables you to analyze marketing campaigns by lead source, region, media type and products sold, using flexible, built-in reports.
In addition, a record of every campaign communication is linked to the account history, so employees from Sales and Marketing to Customer Support and Accounting share a complete view of all account activity.
- View response data in real time to analyze the impact of campaigns in progress.
- Access campaign metrics such as response ratio and associated sales revenue.
- View or add campaign info or responses from within account or contact records.
- Information captured at the individual opportunity level rolls into management view.
Campaign Task Management
- Coordinate and track the tasks critical to executing effective campaigns.
- View all tasks or drill down on specific tasks for more detailed information.
- Schedule task owners, assign dates, due dates and budget for each task.
- Manage budget and workflow for employees and external vendors.
Marketing Communications
- Communicate with customers and prospects via multiple mediums.
- Create HTML e-mail templates, then personalize and send them using Mail Merge.
- Archive letters, e-mails, faxes and proposals within customer account records.
- Attach marketing literature, product info and pricing from the Marketing Library.
Marketing Resource Library
- Maintain a central repository for marketing information, materials and tools.
- Create folders to organize items into categories and insert files.
- Store product information, sales collateral, manuals, pricing and presentations.
- Attach and send files from the library in e-mails to customers and prospects.
Segmentation & Groups
Select the criteria of your ideal target prospect, then segment your customer and prospect lists into unique groups. With SalesLogix Marketing, you can find the most responsive audience for your campaigns and increase your revenues.
- Segment customer and prospect lists using advanced, easy to use query tools.
- Perform Temporary lookups or create groups for repeat access to sets of records.
- Deliver targeted marketing messages or sales offers to select customer segments.
- Export group data to Microsoft Excel for additional analysis.
Web Lead Capture
- Capture prospect information via a website & import data into SalesLogix.
- Assign leads to sales reps automatically based on dynamic business rules.
- Launch marketing processes to schedule letters, calls or literature requests.
- Gather valuable demographic data for use in segmentation and offer development.
Workflow Automation
Graphically configure campaign processes, assign them to unique groups of prospects, and then launch the campaign. The follow-up tasks you identify are scheduled and assigned to your sales team automatically based on rules you define.
- Streamline marketing and sales campaigns by automating standard tasks.
- Graphically configure campaign workflows such as calls, mail or meetings.
- Assign custom processes such as "Trade Show Lead" to campaign target groups.
- Add decision points and conditional requirements before events are triggered.
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Customer Service
SalesLogix Customer Service provides the advanced issue tracking and resolution tools needed to quickly resolve customer questions, issue requests and deliver a high quality customer experience. Each service ticket created contains detailed information including a unique ticket ID number, contact info, type, status, urgency, assignment, date required and service contract details.
From within a ticket, employees can search for solutions or schedule activities to follow up on open issues. Service reps can also easily communicate with customers by sending e-mail with attachments such as white papers, quotes or product info. Tickets are associated with Accounts and Contacts, so a record of all service interactions, past and pending, is maintained in SalesLogix and can be viewed by employees from across your organization.
Ticket Management
- Track by ticket number, contact info, type, status, urgency, assignment and date needed.
- Schedule phone calls, meetings or to-dos to follow up on open issues.
- Send e-mail with attachments and record correspondences to activity history.
- Automatically assign tickets to the appropriate resource based on area, skill, etc.
- Submit issue descriptions and resolutions for archival in the knowledge base.
- Create ticket groups, lookups and reports for segmentation and analysis of issues.
Ticket Detail View:
Add Ticket View:
Service Contract Management
- Track contract details such as service level, price, and time or dollars remaining.
- Validate authorizations for specific service and log issues against a contract.
- Associate tickets with contracts to automatically update remaining balances.
- "Punch-in" and "Punch-out" automatically to track time spent on individual tickets.
SpeedSearch / Knowledge Base
SpeedSearch, the powerful knowledge base search engine in SalesLogix, helps service professionals quickly locate resolutions to customer issues. Service reps can search prior tickets, attachments, standard problems and resolutions, procedures, activities and notes, as well as reference materials such as online manuals, FAQs and white papers. In fact, an advanced keyword search can be run against any information in SalesLogix or on a shared company network directory.
With SpeedSearch, service reps can scan search results rapidly and efficiently. When the desired resolution is identified, service reps can populate it into the ticket, communicate it to the customer and record it in the account history with only a few clicks. When new resolutions are identified, employees can easily input and submit them to the knowledge base for future reference.
- Perform an advanced keyword search of any SalesLogix table or shared network directory.
- Reference prior tickets, attachments, standard problems and resolutions, activities and notes/history.
- Search reference materials such as online manuals, FAQs or white papers.
- Scan search results efficiently with advanced filtering, scoring, sorting and preview capabilities.
- Populate resolutions automatically into service tickets with one click.
- Archive approved resolutions in the knowledge base for future reference.
Activities & Communication
- Schedule and track phone calls, meetings, to-do's, events and literature requests.
- Send e-mail and attachments using Outlook and record to customer activity history.
- Attach white papers, quotes, product info and other resources from the library.
Add Ticket Activity View:
Attach Documents:
E-Mail can be sent manually or automatically. If sent manually, click the e-mail button:
Once clicked, the user has several options:
The pre-populated E-Mail opens ready to send:
Reporting
- Measure call turn-around time, first-call resolution percentage and more.
- View issue totals by category, escalation history, unresolved issues and a weekly recap.
Note: Crystal Reports is the built-in reporting tool for SalesLogix. Custom reports may be created and released to specific users or teams.
Customer Support Report Manager:
Customer Support Crystal Report Example:
Notification & Alerts
- Monitor data proactively and receive alerts when service conditions are triggered.
- Notify service managers of overdue tickets or escalated issues requiring attention.
- Alert customer service and support staff of expiring service contracts.
- Receive alerts instantly via e-mail, fax, pager, PDA, phone or Web browser.
Notification Manager:
Urgency Manager:
SalesLogix KnowledgeSync Ticket Event Example (many types of notification events may be created):
Web Customer Portal
SalesLogix helps reduce costs while empowering customers to find the answers they need - online at their convenience. With the SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments. The Web Customer Portal puts the same resources and intelligence used by your service professionals on your website, along with powerful search technology that simplifies the self-service experience.
- Empower customers to view, add or edit tickets and submit comments or attachments.
- Enable search capability of the same knowledge base that service reps use.
Back-Office Integration
- View accounting data such as credit status, activity, A/R balance, aging and terms.
- Access current product information, inventory, pricing and discounts.
- Reference orders, invoices, payments and shipping info within customer records.
Configuration & Workflow
- Define user workflow options or grant ability to modify at user level.
- Automate user/date time stamps, ticket punch-in/out, ticket number and assignment.
- Configure e-mail workflow, escalation conditions and notification routing.
Auto-Assignment Options:
Customer Service User Default Options:
Default Ticket Rate Options:
Urgency Manager:
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Support
To deliver beyond your customers' expectations and exceed your support department's performance goals, service professionals must be able to resolve issues quickly and effectively. SalesLogix Support provides the advanced issue tracking and resolution tools as well as access to relevant customer data - including products purchased, ticket and defect history, and maintenance contract status - needed to maximize the effectiveness of each interaction with your customers.
SalesLogix Support also provides powerful self-service support solutions via the Web, reducing transaction costs and allowing your customers around the world to get the support they need, how and when they need it. 
Defect Tracking
- Track defect details including ticket number, type, severity, priority, status and description.
- View associated tickets, Return Material Authorizations (RMAs), attachments and product information.
Defect List View:
Defect Detail View:
Lookups and Groups
- Perform custom queries to locate records and update information.
- Create groups lookups to track ongoing status.
Procedures
- Document common processes used in solving customer problems.
- Assign a title and subject, create date and confidence level for each procedure.
Procedures List View:
Procedures Detail View:
Product Tracking
- Associate products with accounts, tickets, defects, contracts or RMAs.
- View the status, urgency, issue, ticket number, and dates for open and closed tickets.
Product List View:
Product Detail View:
Return Material Authorizations (RMA)
- Ensure product returns are processed efficiently and accurately.
- Record defects, shipping instructions, serial numbers, attachments and comments.
Support RMA List:
Support RMA Detail:
Support Contract Management
- Maintain and access support or maintenance contract information.
- Manage multiple contract types per incident, time period or dollar amount.
- Track time spent by support representatives solving customer issues.
Support Contract List View:
Support Contract Detail View:
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