CRM med et smil
SuperOffice CRM-Dager 2017 er to heldagsseminarer for alle SuperOffice-kunden og andre CRM-intersserte. De holdes både i øst og vest sammen med våre partnere.
For program og påmelding. Klikk her:
https://www.superoffice.dk/CRM-DAGE
Årets happening for Business Analyze og SuperOffice Analyze kunder!
Tema for dagen: Enklere å lede
Torsdag 27 april, 2017 er vi igjen klar for årets BA Dag. Bli med og bli inspirert til å ta bruken av Business Analyze til nye høyder. Her vil det bli presentert mange nyheter og kundecaser som gjør det enklere å lede.
+ mange spennende nylanseringer og kundecaser som gjør det enklere å lede.
BA Dagen arrangeres torsdag 27. april 2017 på Thon Hotel Opera i Oslo.
Vi begynner kl. 10:00 (med registrering fra kl. 09:00) og avslutter 15:30.
Arrangement er gratis for våre kunder, og lunsj er inkludert.
For å sikre en plass, meld deg på før 31 mars.
People tell us that they would like to share dashboards and KPIs on TV screens or wall monitors. They want everyone to feel a part of what is happening. Do you also want your employees to know what’s going on? Are HD screens or monitors a channel you want to use?
If you use Business Analyze, turning dashboards into office screens is easy. If you are not currently using our dashboards, it is possible to present and share frequently changing numbers or statistics on screens by synchronizing dashboard data with the source.
It is easy to connect a PC to a monitor and post static information. It is more difficult when you have numerical information that changes often. How do you update the screen with information from a system or database? How to you combine numbers with text and pictures in a good way? The design needs to be eye-catching and easy to understand.
A good idea is to reuse or repurpose dashboards for a HD screen. As you expect, information will be automatically updated because it is connected to the raw data. You don’t have to re-enter data or keep track of changes. Once you decide what information you want to post, organise it on dashboards, add headings, pictures, or your company logo, and share on a good quality monitor.
Consider a case when you want to combine numerical information with non-numerical information. For example the revenue generated per sales team and a picture of the prize or reward – maybe even the number of days left in the challenge.
This is accomplished by combining information onto a new dashboard. Add pictures, some encouraging words and a ‘Revenue per Team’ report. Like designing any good user experience, decide what you want to communicate first, and design afterwards.
Some examples of information you can put on screens include:
This video will give you a clearer idea of what is possible and how it is done using the ‘Slideshow’ functionality.
When Amesto wanted to accurately monitor and pay out sales commissions, they combined data from multiple sources and automated reporting – eliminating manual processes. In this story, they share how it was done.
Compensation and sales commission is one of the most important tools a company can use to influence sales and help secure the top-line. Amesto’s commission plan is well designed to support their overall goals, but as a result of company acquisitions and changes in business systems, the sales and invoicing data wasn’t structured in a way that made it possible to report commissions on multiple levels.
– We needed to restructure and automate our commission reporting. There was simply no choice. The data requirements and compensation model is too complex to manage any other way, says Stefan Möller, Managing Director for Amesto in Sweden.
As a leading provider of business systems, Amesto’s compensation model is related to both software sales and consulting services. The commission is based on a number of factors including revenues, margin and net profit. Reports are required on many levels for various time periods, organization levels, and products or product groups.
Modifications to existing systems
The underlying sales and financial data used to calculate commission is stored in SuperOffice CRM and Visma Business. Now, to automate reporting, the data from these two sources is combined, restructured and presented on dashboards with Business Analyze, the analytics tool. All three systems are ones that Amesto uses themselves and provides for customers.
– We are fortunate to have the latest systems and in-house capabilities so we can get the most out of our data. When we do these type of projects, we test and learn so that we can also provide this service to our customers should they request it, says Möller.
Structuring data was the first step. Then various logic functions and formulas were applied. The results are displayed on dashboards.
– I created some new reports, explains Per Olav Langås, senior IT consultant. Whenever a new transaction is recorded, the commission report updates. I set reports up with different filters and groupings, so users get different views of the data depending on what they select. Some calculations were a bit tricky because there were special discounts or third party agreements, but there is always a way to do it.
Live dashboards with commissions
Today, compensation is automatically calculated whenever a new invoice is created. The reports are presented on dashboards. The people that have earned commissions, can easily see how much they have earned.
– The sales team seems very happy with the improvements because they can now track their own earnings. This encourages a more stimulating and fair work environment. They really only had estimates before. The more they sell, the more closely they follow the reports, says Möller.
– For us as an organization, it’s necessary to have accurate, updated information. I have several dashboards so I can monitor sales and pipeline, and now there is a new tab for commissions. It’s made life easier and I am really pleased with the changes. This is definitely the way forward, concludes Möller.
The beauty of business dashboards is they can be set up to answer questions about specific business processes and outcomes.
Dashboards pull relevant information into one place, enabling leaders to track performance and know when there is an issue or opportunity to follow-up.
In this example, we show an example of how data related to sales, service and customer experience is gathered and presented in a way that’s easy to understand.
Revenues and Forecasts
Every business must keep and eye on revenues. In this example, we have chosen to illustrate budget compared to ordered (sold) and invoiced. The forecasted sales are also easy to see. This information is available by month, period or quarter. Additional filters can be added, enabling users to filter information on individual, team or company-levels.
Customers
Here you can measure and track important KPIs related to customer acquisition, retention or other factors. Do you want to know if you are generating enough leads to make this quarter budget? Marketing and sales performance can be measured against a target, broken down per activity or customer segment, and tracked over time.
Customer Service
The example contains important performance measurements for a company offering email support by ticketing. If you also have a call center, these metrics can be displayed. Identifying difficult cases early, knowing how service representatives perform, and monitoring SLAs, helps you avoid frustrating situations and keep customers happy.
Customer Feedback and Net Promoter Score
Many businesses carefully collect customer feedback, but translating feedback into actions that improve customer experience is more of a challenge. That’s when drilling down into the information, or sending notifications to your colleagues about particularly good or bad feedback is useful.
NPS in the above example is shown per customer segment. You can also track NPS during several months or a year to help steer overall direction. If you click on ‘View Comments’, a dashboard can show the open-ended comments that have been received. This way you can probe around for a clearer picture of what is driving customer experiences.
Conclusion
There’s no right or wrong way to set up a dashboard – adjustments can be made as you go. The important thing is to get started and get a feeling for how data can be used.
