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Qmulus Solutions recognised as Best Performing Sage CRM Business Partner for UKI Mid-Market for 2014

 At a Sage CRM event for UK-based business partners, Qmulus Solutions was recognised as Best Performing Sage CRM Business Partner for the UKI mid-market for 2014. 

The event was held in Winnersh on the 19th of November, and it was attended by over 140 people. 

Qmulus, a CRM consultancy, helps businesses in the construction, healthcare and other industries around the world find and implement a suitable CRM solution. The Sage Business partner is based in the county of Warwickshire in England, and it was established in 2011.  

In this interview with Sage CRM, managing director Daniel Lewis explains what you should know before implementing CRM in your business. He gives the secret to the company's success, and he also discusses the company's popular MailChimp integration.

Q. What challenges do businesses face when deciding on CRM?

We sometimes ask tough questions about how the customer's business actually works and challenge them to give valid reasons as to why it's done that way.

This ensures the solution we deliver matches their actual processes, rather than the perceived process, and ultimately delivers a successful CRM implementation.

One of the main problems businesses face...is the sheer amount of products available in the market place.

Like choosing what to eat in a restaurant, if there is too much choice you never quite get what you want. Instead, you pick something that sounds right at the last minute. Invariably as soon as it arrives, you realise you should have ordered something else.

Companies should focus on what they are trying to achieve from a solution. If there are suitable market specific products out there we would always advise that they are looked at first before broadening the search into more generic products.

However, if they do not fit then...assessing more generic CRM products on best out-of-the-box fit, scalability and ease of configuration are always a good place to start.

Q. I’m a busy manger considering CRM. What do I need to know beforehand?

From first engagement with a prospect, we start to lay the foundations of a successful project by helping the prospect to understand three key points.

Firstly [this means] understanding the headlines of what business issues they are trying to resolve with the project.

Secondly [this means] collecting the basic information about their business as it is now and how they want it to function with a new process.

This will include KPI’s to monitor both ‘now’ and ‘then’ so that project success can be measured.

Finally this means identifying the champions within the business that will help drive the project.

Q. As a manager, how can I help my team move their data to CRM and use it as part of their job?

Individual users should always be responsible for their own data within any company. However invariably when it comes to moving data into CRM...some extra work is required before the data should be imported.

Whether a new system is implemented or not, it is always good practice to ask people to update their data accurately whenever possible.

Q. What are the key benefits of a CRM and ERP integration?

To gain a true understanding of a customer you really need as much available information as possible.

By integrating the front office CRM with the back office accounts solution, users of CRM get a much more rounded view of each customer at any single point in time.

A real-world example of this benefit that we come across frequently is when the accounts team put a customer on 'stop' but the sales team are currently engaged in a sales opportunity with the same client.

Understanding the full picture of a customer can be extremely valuable in either not putting them on stop, which may jeopardise the possible sale, or not engaging in the sale until the dispute is resolved.

This coupled with the ability to view all customer information quickly and easily via one single browser-based solution makes the proposition of integration extremely valuable for the majority of businesses.

Q. How does CRM help a business become more productive or efficient?

This really depends on the business, what issues they have and what they hope to achieve from a CRM solution.

This really depends on the business, what issues they have and what they hope to achieve from a CRM solution.

The key points are utilising a single point of data, collaboration and sharing of information between users and teams and having accurate information easily available whenever needed.

Additionally CRM should...pro-actively manage the users' interactions with customers, rather than just display information that still needs to be digested.

As an example: when a quote is sent to a customer there may be no need to arrange a follow-up call for a few day's time if the customer places the order the next day. The solution should know this and only create the follow-up after a few days passed and order was placed.

Q. What’s the biggest change to happen within the CRM field over the past few years?

The single biggest change to happen within the CRM space recently has been the rise of social CRM.

CRM has always been about being social. Social CRM...is really a strategy that a CRM solution needs to be capable of managing as much as any other business process.

I envisage CRM branching out further than just social media and encompassing all forms of online information.

Imagine a CRM solution that automatically adds a new lead to your system based on the prospect advertising for new ‘Sales Executives’ on a job site, or automatically adds a new sales opportunity because a company has posted a news article on their website about expanding into new sectors.

There is a whole world of constantly updated public data on the internet about people's customers and prospects that is rarely accessed unless specifically searched for.

Q. How important is mobile CRM and why?

In today's world over 88 percent of employees use a mobile device in their day-to-day work. Having access to their CRM information is an expected requirement from any CRM solution.

This expectation will only grow as today’s young generation, who interact online on a daily basis, grow into tomorrow’s employees and business owners.

Information is now required to be on tap immediately...so that relationships can be managed in real-time. This increases productivity and customer satisfaction which can only benefit any business.

Q. How popular is your MailChimp integration?

Customers appreciate choice not only in what products they use but also how they pay for them. Over the years, the need for click through email marketing solutions have grown from a nice-have to a 'must have'.

We found most of our new customers used stand-alone MailChimp to provide this for their business.

Their choice to use MailChimp was based around the availability of the free option and the ability to purchase credits...rather than paying a monthly subscription.

Since releasing our solution, we have had a lot of interest from new and existing Sage CRM customers from all over the world who also feel the same and users of the integration now send many thousands of emails every day quickly and easily from Sage CRM through MailChimp.

It has become so popular that we are now developing Mandrill integration for one off email tracking based requests from users.

Q. What’s the secret to your company's rapid growth?

Qmulus has always put customer requirements...at the heart of each solution we deliver. While we have the capabilities and experience to rival the largest partners, we still interact with our customers on a personal level that being a smaller partner allows.

About Daniel

Daniel Lewis is Managing Director of Qmulus Solutions a leading Sage Partner based in the UK.

After working with Sage CRM for over 10 years with various different Sage Business Partners he took the opportunity to start up his own company in 2011.

He has implemented a large quantity of Sage CRM solutions in various business sectors from micro businesses to FTSE 100 companies. Daniel currently resides in Stratford-upon-Avon, UK and outside of work enjoys practising Taekwondo.