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Tour de Force CRM offers a robust feature set that was designed to provide Distributors, Manufacturers, and
other B2B Industries with a wide range of functionality that drives your sales organization to be more efficient
and more effective.
Tour de Force CRM is more than a Customer Relationship Management (CRM) software solution. It is a full
featured package offering Sales Force Automation (SFA), Business Intelligence (BI), Microsoft Outlook integration,
integration to your primary ERP business system, mobile access, and much, much more.
We are so confident in the features offered by Tour de Force CRM, that we dare you to compare Tour de Force
CRM to any other CRM solution on the market.
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Core Features of the System ... 2
General Features ...2
Account Management ...2
Activity Management ...3
Appointment Management ...4
Asset Management ...5
Contact Management ...5
Contract Management ...6
Document Management ...7
E-mail/Direct Mail Marketing ...7
E-mail Logging/Management ...7
Expense Management ...8
Notes ...9
Opportunity Management ...9
Project Management ...10
Quote Management ...11
Support Management ...11
Task Management ...12
Ticketing System ...13
Advanced Features ... 13
Alerts & Notifications ...13
Annual Planning Features ...13
Business Intelligence and ERP Integration ....14
Event/Marketing/Campaign Management ...15
Exchange Sync ...15
Incentives Tracking Program ...16
Mobile Accessibility ...16
Offline Synchronization ...17
Reporting and Dashboards ...17
System Configuration and Management ... 18
Administrative Console ...18
System Support ...19
Technology Architecture ...19
General Considerations when Implementing CRM,
SFA, and BI ... 19
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Core Features of the System
General Features
Virtually unlimited ability to customize and set-up User Defined Fields in all areas of the product to be used for profiling Contacts, profiling Accounts, defining
Activity types, defining Opportunity specifications, etc. ü System can be accessed directly from Microsoft Outlook without requiring the
user to sign in or open an additional application. ü Extensive feature set contains Customer Relationship Management, Sales Force
Automation, and Business Intelligence features. ü Offers a Global Search Utility which can be accessed directly from Microsoft
Outlook and allows a user to search on any field found in the system. Provides
search results that respect the user’s permissions. ü Extensive ability for users to define system preferences specific to the way they
work. ü System is highly configurable, allowing an organization to configure the system to
their specific business processes. ü CRM provider has a long history of integrating to numerous ERP systems. ü System was designed with a focus on providing a sales force with the full set of
tools that they need to be more efficient and more effective, and delivering those
tools in a way that delivers immediate value to the sales force. ü
Account Management
Set-up and define the attributes of an Account through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Accounts from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc. ü Control the add/edit/delete capabilities of Accounts through user permissions. ü Single view access to all records linked to an Account such as Contacts, Contracts,
Opportunities and Support records as well as linked items such as Activities, Affiliates, Appointments, Assets, Documents, Email, Expenses, Mailings, Notes, Quotes, Tasks and Tickets related to the Account.
ü Configurable views available to view all Accounts based on highly flexible filtering
of any User Defined Fields. ü Integration of key sales and financial data from your business operating/ERP
system. ü Integration of inbound/outbound phone call Activity through phone logging
capabilities. ü Quickly launch Word templates from single click for all company documents
that contain automatic bookmarked mappings of Account based fields to the template.
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Export Account lists based upon extensive filtering for one or many territories,
branches, regions, salespeople, etc. ü Track detailed profiles of an Account. ü Automatic territory re-alignment that respects salesperson changes in the ERP
business system and auto-moves Accounts in CRM database to new Salesperson. ü Automatic creation of Accounts from ERP Business System that offers extensive
mapping of business system specific fields into the CRM database. ü Set-up customized rules on how Bill-To and Ship-To Accounts are handled
within CRM database so all sales are present but all history can remain with the
appropriate Bill-To or Ship-To Account. ü Create different Account Types, such as Vendors, Prospects, Customers, and
Competitors, and have different User Defined Fields values based on the Account Type.
ü Quickly update Contacts linked to Accounts when address and phone numbers
change using a “Propagate to Contacts” function so all Contacts can be updated
instantaneously from a change at the Account. ü Support interfaces to multiple ERP business system databases within the same
CRM database. ü Automatic logging of emails sent from ERP business system based on email
Domain name of the Account if emails are routed through Exchange Server. ü Create and track Accounts based on individual Company ID, Master Account
ID, Customer ID and Ship To ID for easy roll-up and drill down analysis of sales
history. ü Create customizable “Look-ups” to define the territory that an Account belongs to
based on up to three definable values such as city, state, county or ZIP code ü Click on a Map icon from within the Account record and quickly access Windows
Live maps to get directions to the physical location. ü Click on a Print Labels icon from within the Account record and quickly create a
Mailing Label through MS Word. ü Ability for Administrators to create and save multiple summary views of Accounts
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: New Accounts Last 30 Days, Accounts Edited Last 30 Days, All Inactive
Accounts, Key Accounts, etc…
ü Ability for individual users to create and save multiple personal summary views of
Accounts with the ability to filter on any User Defined Field. ü
Activity Management
Set-up and define the attributes of an Activity through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Activities from the core desktop application or through a web
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Provide users the ability to quickly log Activities and generate next action steps
related to Accounts, Contacts, Contracts, Opportunities and Support records. ü Convert an Outlook Appointment to an Activity in order to track what occurred
during the Appointment. ü Link Activities to Accounts, Contacts, Contracts, Opportunities or Support records. ü Export Activities with extensive filtering capabilities to create customized reports. ü Link Sales Activities to a specific Opportunity and report on all Sales Activities
related to a specific Opportunity. ü Single click generation of next action step while entering an Activity. Example:
Create a follow-up Task or Appointment while entering an Activity for a Sales Call. ü
Single click access to all company document Templates while entering a Sales Activity to be able to send follow-up letters or any other Word template that is
available. ü Single click access to all company note Templates to be able to enter sales or call
notes following a standard outline. ü Single click access to personal notes Templates to be able to enter sales or call
notes following an outline that the individual frequently uses. ü Log the duration of a Sales Activity to track total sales time with Accounts. ü Create summary level analysis of Activities through the use of a management tool
to eliminate the need of traditional “Call Reporting”. ü Ability for Administrators to create and save multiple summary views of Activities
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Activities Last 7 Days, Last 30 Days, Sales Activities Last Quarter, etc…
ü Ability for individual users to create and save multiple personal summary views of
Activities with the ability to filter on any User Defined Field. ü
Appointment Management
Create an Appointment through the CRM system and have the Appointment created on the user’s local Outlook calendar so all personal and business related appointments are on a single calendar within Outlook, which can be synchronized to a mobile device.
ü Convert an Outlook Appointment to an Activity in order to track what occurred
during the Appointment. The Activity is automatically linked to the appropriate item (Account, Contact, Opportunity, etc.) that the original Appointment was created from for Call Reporting/Activity tracking purposes.
ü Take Action from the Appointment to quickly create a follow-up Appointment,
Task, or View history related to the parent Record of the Appointment. ü Ability for Administrators to create and save multiple summary views of
Appointments across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Appointments – Next 7 Days, Appointments – Last Month, etc…
ü Ability for individual users to create and save multiple personal summary views of
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Asset Management
Set-up and define the attributes of an Asset through an easy to use utility, with the ability to make changes after implementation without involving the CRMprovider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Assets from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc. ü Set-up and define attributes of any equipment or serialized Asset for which it is
important to maintain a log of that Asset and track its location or who it has been assigned to.
Examples: IT Assets such as Laptops or LCD Projectors, Vendor Assets such as
Product Samples, Tools, Machinery, etc…
ü Ability for Administrators to create and save multiple summary views of Assets
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field
Examples: Internal Assets, Assets at Customer Locations, etc…
ü Ability for individual users to create and save multiple personal summary views of
Assets with the ability to filter on any User Defined Field. ü
Contact Management
Set-up and define the attributes of a Contact through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Contacts from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc. ü Control the add/edit/delete capabilities of Contacts through user permissions. ü Mark a Contact inactive so that it does not show in reporting, views, or searches,
while maintaining all historical data so that any key sales activities, conversations,
or events that have taken place with the Contact are still accessible. ü Single view access to all items that are related to the Contact such as Activities,
Affiliates, Appointments, Documents, Email, Expenses, Mailings, Notes,
Opportunities, Quotes, Support, and Tasks. ü Automatic logging of all email communications between a Contact in the CRM
database and anyone within the company based on company defined email
logging preferences. ü Track detailed profiles of a Contact. ü Quickly launch Word templates from single click for all company documents
that contain automatic bookmarked mappings from Contact based fields to the
template. ü Export Contact lists based upon extensive filtering for one or many territories,
branches, regions, salespeople, etc. ü Merge Contacts in the system and perform extensive checks against existing
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Automated process for Merging web leads into system and performing extensive
checks against existing records to avoid the creation of duplicate records. ü Automatic creation of Contacts from the ERP Business System that offers
extensive mapping of business system specific fields into the CRM database. ü Create next steps (i.e. Tasks, Appointments, Etc.) and view history directly from
an email received from a Contact within the Outlook Inbox. ü Maintain a list of Contacts that have “Opted-Out” from email marketing. ü Open a Contact record from a single click when an email is received from the
Contact, eliminating the need to search for the Contact. ü Click on a Map icon from within the Contact record and quickly access Windows
Live maps to get directions to the physical location. ü Click on a Print Labels icon from within the Contact record and quickly create a
Mailing Label through MS Word. ü Ability for Administrators to create and save multiple summary views of Contacts
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: New Contacts Last 30 Days, Contacts Edited Last 30 Days, Contacts
Missing Email Address, Key Contacts, etc…
ü Ability for individual users to create and save multiple personal summary views of
Contacts with the ability to filter on any User Defined Field. ü
Contract Management
Set-up and define the attributes of a Contract through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Contracts from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc. ü Set-up Contract records that can be used to track software Contracts, customer
pricing Contracts, vendor purchasing Contracts, equipment service Contracts,
etc… ü Offers a feature that creates a Unique ID on the Contract record to be used for
tracking purposes and automatically creates network share linked to the Contract record for storing files related to the Contract record.
ü Link individual Products or Assets to a Contract to be able to accurately track
maintenance Contracts and estimated Contract renewal dates and values. ü Ability for Administrators to create and save multiple summary views of Contracts
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Expired Contracts Last 30 Days, New Contracts Last 30 Days, Contracts
Up For Renewal Next 30 Days, etc…
ü Ability for individual users to create and save multiple personal summary views of
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Document Management
Link files to any item within the system and have the files stored in a companyshare. ü Drag and drop any file from your desktop or any other location to an item within
the system and have the file automatically copied to the network share, properly indexed, and linked to the specific item.
ü All files are indexed, searchable, viewable and retrievable through the CRM
system database and available to all users based on their permissions. ü Ability for Administrators to create and save multiple summary views of
Documents across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: New Documents – Last 7 Days, Documents from Last Year, etc…
ü Ability for individual users to create and save multiple personal summary views of
Documents with the ability to filter on any User Defined Field. ü
E-mail/Direct Mail Marketing
Set-up and manage Global and Personal HTML or Plain Text email drafts that can
contain bookmarked fields from the Contact, Account, or current CRM User. ü Create Email or Direct Mail lists using advanced filtering on any User Defined
Field that is available on the Account or Contact. ü Create Email or Direct Mail lists using filters on any sales data point that is
available through the integration to your ERP system. ü Create Email or Direct Mail lists using advanced Gap Analysis filters to identify
Accounts that are purchasing a specified amount of a specific product group but
NOT purchasing a specified amount of a LIKE product group. ü Create Email or Direct Mail lists of Contacts that are linked to Opportunities and
apply filters based on User Defined Fields from the Opportunity or Contact. ü Ability for Marketing to publish HTML promotional emails that can be accessed
by sales people and sent individually or in bulk through a Mass Communicate
function or through a Mailing function. ü Track all Contacts that have requested to be on an Opt Out List and have the
Contacts automatically filtered out of Email lists. ü Ability to have promotional emails sent to Contacts by a single person and have
all replies routed to the salesperson responsible for the Account. ü Set-up the processing rate of emails through the Mailer application so emails are
not sent in bulk or at a higher rate than an email hosting service permits. ü Track all Contacts that are a part of a Mailing and easily View Mailing history for a
Contact within the system. ü
E-mail Logging/Management
Automated logging of all inbound and outbound e-mail correspondence that passes through the Enterprise Mail Server, including emails sent and received through Outlook Web Access, non-users of the CRM solution, and emails sent through mobile devices. Email logging does not require the user to utilize the CC: or BCC: fields in order to log the email. The logging process is completely automated and requires no user intervention.
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View and act on e-mails that are logged. ü Set-up comprehensive rules that are applied to the Email Logging process to
restrict what e-mail addresses should not have emails logged. ü Create extensive HTML or plain text email drafts that are quickly and easily
accessible when sending new emails through Outlook that contain bookmarked information fields from the Contact, Account, or current CRM user.
ü Select an email from the Outlook Inbox and take Action to create a new item
(Appointment, Task, Opportunity, Activity, etc…), view history related to the
Contact or Account, or open the Contact or Account with a single click. ü Manually or through an automated service scan your local Inbox and Sent items
and categorize all email that has been logged, allowing users to delete all logged emails and easily see when they have received an email from a Contact whose email address is not in the system.
ü Scan your Inbox and identify emails that have been received from email
addresses that are not in the CRM database and then easily create new Contacts
or update existing Contacts. ü Select multiple Contacts in any Contact view and Mass Communicate to the
Contacts using Global or Personal email drafts to personal, individual emails to
each user, not a bulk BCC email. ü Ability for Administrators to create and save multiple summary views of Emails
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Today’s Email, Email from Last 7 Days, Customer Emails, Prospect
Emails, etc…
ü Ability for individual users to create and save multiple personal summary views of
Emails with the ability to filter on any User Defined Field. ü
Expense Management
Set-up and define the attributes of an Expense through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Expenses from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc. ü Quickly enter an Expense from an Appointment or Activity and have the Expense
linked to the same parent of the Appointment/Activity. ü Link Expenses to any record type in the system such as Accounts, Contacts or
Opportunities. ü Create custom views of Expenses through the Manager’s Console to be able
analyze and report on Expenses across the system by Account, by user, by
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Ability for Administrators to create and save multiple summary views of Expenses across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Expenses Last 30 Days, Unpaid Billable Expenses, All Travel Expenses –
Last Year, etc…
ü Ability for individual users to create and save multiple personal summary views of
Expenses with the ability to filter on any User Defined Field. ü
Notes
Set-up and define the attributes of a Note through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Notes from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc. ü Ability for Administrators to create and save multiple summary views of Notes
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: New Notes – Last 30 Days, New Notes – Last Year, etc…
ü Ability for individual users to create and save multiple personal summary views of
Notes with the ability to filter on any User Defined Field. ü
Opportunity Management
Set-up and define the attributes of an Opportunity through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Opportunities from the core desktop application or through a
web interface that is accessible from mobile devices, tablets, smartphones, etc. ü Link all influencing Contacts within the database to an Opportunity and assign a
User Defined role to each Contact. ü Track Opportunity Next Action Steps and Dates through management of Outlook
based Tasks and Appointments that automatically update the Next Action Step and Next Action Date on the Opportunity.
ü Track Opportunity amount and forecasted values at a high level or through the
use of detailed values from line item forecasting for categories such as vendor or
product groups. ü Single view access to all Opportunity based items and records such as Activities,
Appointments, Documents, Email, Expenses, Notes, Quotes, Support and Tasks
related to the Opportunity. ü Create configurable views of Opportunities based on filtering of User Defined
Fields in order to manage and create sales funnels. ü Export highly specific Opportunity lists with the use of extensive filtering
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Create and assign Tasks specific to an Opportunity and maintain linking to the
parent Account or Contact. ü Set-up company defined sales process and the track the history of an Opportunity
as it moves through the sales stages ü Generate actions for all linked Contacts linked to the Opportunity. ü Launch enterprise Word templates directly from an Opportunity. ü Attach documents directly to the Opportunity and track all changes made to the
documents throughout the selling and project delivery phases of an Opportunity. ü Link Sales Activity directly to an Opportunity. ü Link individual Expense items to an Opportunity. ü Link key Email correspondence to an Opportunity. ü Link an Opportunity directly to an Event in order to track the return on the
investment of a specific Event. ü Set-up and define specific processes to manage Opportunities using global Task
Groups. ü Ability for Administrators to create and save multiple summary views of
Opportunities across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: New Opportunities Last 30 Days, Opportunities with Past Due Next
Action Steps, Opportunities Past Projected Close Date, Lost Opportunities Last 30 Days, etc…
ü Ability for individual users to create and save multiple personal summary views of
Opportunities with the ability to filter on any User Defined Field. ü
Project Management
Advance an Opportunity, once closed, from the selling mode to the project delivery mode and maintain all of the electronic history used during the selling
process. ü Link billable and non-billable Activities to a project for billing purposes. ü Offers a feature that creates a Unique ID on the Opportunity to be used for
tracking and automatically creates network share linked to the Opportunity for
storing files related to the project. ü Link project related Expenses directly to a project to help analyze actual costs
associated with a project. ü Set-up Tasks required for successful project delivery and assign them to the
appropriate project managers with automated reminders. ü Link outside influencers to a project such as engineering firms, architectural
firms, Contractors or Consultants and track their Activities related to each specific
project. ü Once an Opportunity is closed and becomes an active project use the line item
Forecasting to detail billing/revenue milestones of the project. ü Extensive reporting to allow detailed analysis of projects. ü Track all documents related to each specific project through Document
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Add customized Project Details tabs to the Opportunity to track every detail
about the project to be used for reporting. ü Post standardized Word templates for all key documents (change orders, project
update notice, project transmittals, etc…) that are used in the project delivery
process. ü Automatically create system level folders with hyperlink access, from the
Opportunity, for the purposes of storing and sharing electronic files related to the project.
ü
Quote Management
Set-up and define the attributes of a Quote through an easy to use utility, with the ability to make changes after implementation without involving the CRM
provider. ü Virtually unlimited use of User Defined Fields. ü Ability to have Product Lists automatically update between the ERP business
system and the CRM database for accessibility within the Quote Management
system. ü Ability to have Quotes created within the CRM system automatically pushed to
the ERP business system through and interface that’s been configured specifically for the client’s ERP business system.
ü Create quotes from an Account, Contact or Opportunity. ü Track various information including freight, deposits, surtaxes, discounts, and
more. ü Apply line item or quote level discounts with the ability to hide discounts at the
line item level when providing a lot discount on a Quote. ü Set-up unlimited Word templates that can be used to create a Quote form that
contains unlimited bookmarks of information from the parent Account, Contact
or Opportunity that the Quote is generated from. ü Ability for Administrators to create and save multiple summary views of Quotes
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Closed Quotes – Last 30 Days, Today’s New Quotes, All Open Quotes,
etc…
ü Ability for individual users to create and save multiple personal summary views of
Quotes with the ability to filter on any User Defined Field. ü
Support Management
Set-up and define the attributes of a Support record through an easy to use utility, with the ability to make changes after implementation without involving
the CRM provider. ü Virtually unlimited use of User Defined Fields. ü Create and edit Support records from the core desktop application or through a
web interface that is accessible from mobile devices, tablets, smartphones, etc. ü Create Account, Contact or Opportunity based Support items for yourself or
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Offers a feature that creates a Unique ID on a Support record to be used for tracking purposes and automatically creates network share linked to the Support
record for storing files related to the Support record. ü Automated e-mail notification of Support items on creation, on due dates and on
reminder dates. ü Link Support related documents directly to a Support record for reference by all
users. ü Maintain extensive user notes as a Support record evolves through the resolution
process. ü Ability for Administrators to create and save multiple summary views of Support
records across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: New Support Last 30 Days, Past Due Support, Open Support by User,
etc…
ü Ability for individual users to create and save multiple personal summary views of
Support records with the ability to filter on any User Defined Field. ü
Task Management
Create Tasks that are linked to any record type in the system. ü Ability to re-assign a Task to someone else and maintain tracking of Task
completion. ü Automated e-mail notification of Tasks on creation, on due dates and on
reminder dates. ü Create and edit Tasks from the core desktop application or through a web
interface that is accessible from mobile devices, tablets, smartphones, etc ü Take Action from the Task to quickly create a follow-up or view history related to
the parent record of the Task. ü Create predefined Personal and Global lists of Tasks within a Task Groups that
allows standardized lists of Task to be quickly generated and assigned to the appropriate people at different stages of the selling process.
Example: A company can have a predefined list of Tasks that get assigned to
different users in the system once an Opportunity is closed
ü Single point of access to all company and personal Tasks for each user through
the use of the Outlook Mailbox. ü The ability to select a group of Accounts, Contacts or Opportunities from a grids
view and create a Mass Task that allows for a standard Task to be set-up and assigned, in Mass, to one or multiple users. Example: Create a list of Accounts not
buying a certain product using Gap Analysis functions and assign a task to the appropriate sales rep to follow up with each Account and identifying why they aren’t buying that product.
ü Ability for Administrators to create and save multiple summary views of Tasks
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: Tasks Due Next 7 Days, All Past Due Tasks, All Open Tasks in Region X,
etc...
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Ability for individual users to create and save multiple personal summary views of
Tasks with the ability to filter on any User Defined Field. ü
Ticketing System
Set-up and define attributes of any Support, IT or Trouble Ticket using User Defined Fields and have a system generated Ticket Number assigned to the Ticket for tracking purposes.
ü Ability for Administrators to create and save multiple summary views of Tickets
across the entire system with the ability to create pre-defined views that include the ability to filter on any User Defined Field.
Examples: All Open Tickets, Current Tickets Assigned to Steve, Tickets Opened Last
30 Days, etc…
ü Ability for individual users to create and save multiple personal summary views of
Tickets with the ability to filter on any User Defined Field. ü
Advanced Features of the System
Alerts & Notifications
Create automated email Alerts & Notifications containing reports that are sent toCRM users providing information about what has taken place in the CRM system. ü Automated Email Alerts allow for the following functionality: ü • Sent at specified time intervals
Examples: At the close of every day, once a week, monthly, etc. ü • Sent when a specified event occurs in the system
Examples: a new Contact is added to a rep’s territory, a new Opportunity is
created at a branch, a new order is placed, etc.
ü • Creation of general alerts that will only show the information relevant to the
recipient (as based on system permissions) ü • Create email alerts on any data found in the CRM system with the ability to
use highly flexible filters to create highly specific alerts containing only the
data needed ü • Add multiple data points to the same email alert
Example: A Branch Summary email alert that will show all key metrics for
reviewing the sales performance of that branch for the previous day
ü Access the CRM data that the email alert references directly from the email.
Examples: Alert containing new Contacts added in last 24 hours will allow the user
to open the Contact directly from the email, Alert showing Open Orders over $500 will allow the open order to be opened directly from the email
ü Email alerts can be created through an easy to use utility that does not require
any involvement from the CRM provider. ü
Annual Planning Features
Set-up advanced planning rules that allow sales and profit goals to be created,
reviewed and committed on an annual basis. ü Set-up planning by Vendor, by Product Group, by Salesperson, by Territory, by
Branch, by Region and have all sales and profit goals roll-up from any level to another.
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Set-up goals for new Opportunities to be created and closed in the planning year. ü Set-up goals for new Activities to be performed in the planning year. ü Set-up personal Objectives to be accomplished in the planning year. ü Ability for sales managers to be set-up as reviewers to be able to view sales plans
as they develop during the planning season and approve the plans before they
are committed. ü Create custom scorecards based on a company’s specific needs to be able to track
actual performance versus goal. ü Ability for a sales rep, branch manager, territory manager, or sales manager to
easily view their goals and their current % to goal at any time. ü
Business Intelligence and ERP Integration
Automatically synchronize key financial and sales data for all Customers fromyour primary ERP/business operating system to the CRM system using an
automated process that runs on a pre-determined schedule and runs on a nightly basis, at a minimum.
ü Analyze sales, profit, margin and unit performance based on any of the following
Summary Types:
•
Salesperson ID•
Account (By Master Account ID, Bill To ID or Ship To ID)•
Territory•
Branch•
Region•
Corporateü Analyze detailed sales, profit, margin and unit performance within each Summary
Type above by up to 5 different configurable Group Summary types based on any attribute available from the Account record, Invoice Header, Invoice Line or Product Master tables from within the Business System.
Common Examples:
•
Customer Type•
SIC Code•
Vendor•
Major Group•
Product Group•
Revenue Class•
Item Code üQuickly generate Point of Sale reports by any Group Type with detailed invoice header and invoice line details through Line Item Sales History across an of the
Summary Types listed above. ü Analyze Open Orders and Open Quotes with the ability to drill down to the line
item details from the Order/Quote. ü Access key sales data offline with an easy to use synchronization process. ü Compare and analyze actual sales and profit performance against corporate,
region, branch, territory, account, and salesperson goals which are able to be
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Perform detailed Gap Analysis within a product/revenue group to identify sales/
conversion Opportunities that exist with a customer. ü Combine actual sales history with the sales Activities performed within an
Account for a particular product/revenue group to identify key focal areas for
future sales Activities to be performed. ü Performed detailed analyses of sales performance within a specific industry,
industry category, SIC code, NAICS code or any other field that is used to specify an Account record in your system. Perform analyses for the entire company or by sales territory, branch or region.
ü
Event/Marketing/Campaign Management
Set-up and define the attributes of an Event through an easy to use utility, withthe ability to make changes after implementation without involving the CRM provider.
ü Manage various company Events such as training, counter days, open houses,
marketing campaigns, webinars and seminars. ü Create and maintain extensive prospect mailing lists and selectively choose
mailing lists for desired Campaigns. ü Generate Event invitation lists based on POS data from business system
integration data and easily import send mass invitation emails. ü Track multiple sessions within a single Event along with attendees that have
confirmed for the Event and individual sessions. ü Set-up resources to be used for an Event such as training rooms and conference
rooms that can be scheduled and assigned to sessions when planning an Event. ü Create and maintain both HTML and plain text e-mails within an Event. ü View summary information for an Event that will show the key indicators
of success for a specific Event including the new Accounts, Contacts and Opportunities generated from the Event.
ü Extensive interface to Exchange to process Campaign mailings and log the email
within the CRM system. ü Set-up Word Mail Merge templates to be used when sending direct mail
confirmations to Contacts who have scheduled to attend an event. ü Track both billable and free handouts that are required for an Event. ü Track Event registration fees and easily track who has and has not paid for an
Event. ü
Exchange Sync
Offers an easy to use utility that allows a user to automatically move contacts
from the CRM system to their personal Outlook contacts. ü Allows the user to utilize highly flexible filters to only sync the key contacts
relevant to their job. ü When running Outlook on an Exchange Server platform, each user has the ability
to set-up rules on which Contacts within the CRM database they would like to have synced to their local Outlook Contacts. Based on the rules defined, those Contacts are added automatically through a server side Service that runs on a defined schedule to keep each user’s Contacts updated.
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Once Contacts have been moved to the user’s personal Outlook Contacts, they
can be synced to the user’s mobile device. ü Utility respects permissions that have been set-up in the system and will only
allow a user to move the Contacts which are included in their permissions. ü
Incentives Tracking Program
Provides an easy way for an organization that offers Incentive, Points, or Rewards
programs to their customers to track the accumulation of those points. ü Offers an easy to use utility that allows an Administrator to create and maintain
the program. ü Allows for the creation of a set of rules that governs how points are accumulated. ü Allows for variable rules which can change depending on the promotion being
offered in any given month.
Example: Any product purchased from Product Line X gets triple points in August ü All sales data automatically populates into the program as a result of integration
to a company’s ERP system. ü Program can be completely maintained in the CRM system, removing the need
for spreadsheets and manual data entry. ü
Mobile Accessibility
Access key CRM data through a web interface that is accessible from mobile
devices, tablets, smartphones, etc. ü Search, create and edit the following information through the mobile interface: ü
•
Accounts ü•
Activities ü•
Appointments ü•
Assets ü•
Contacts ü•
Contracts ü•
Expenses ü•
Forecasts ü•
Notes ü•
Opportunities ü•
Support Records ü•
Tasks ü•
Tickets ü View and analyze extensive sales history, open order and open quote informationthrough a built in interface to your primary ERP business system. ü Conduct searches of current inventory levels, with the ability for Administrators
to specify which inventory data will be accessible through the mobile interface. ü Review your Daily Activities with an easy to use Dashboard that shows all
Appointments and Tasks that are scheduled for the day, and all Activities and
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Customize your homepage by selecting from a wide range of company specific Alerts & Notifications that show detailed views of key data sets.
Examples: Regional Sales Summary, Contacts Created in Last 5 Days, YTD Sales
Summary by Product Group
ü
Offline Synchronization
Offline functionality that provides 100% of client functionality in an offline
environment. ü Synchronize a specified dataset based on advanced filters that can be set-up and
managed by each user based on their level of access. ü Set-up date based filters on each item in the system to be able to minimize the
offline dataset based on each individual user’s preferences. ü Perform “Quick Syncs” that further restrict the sync process for daily on and off
syncs. ü Apply Account record level filters for users that have a need to sync Accounts
across an entire region or branch based on a User Defined Field value on the
Account record. ü Ability to work in a completely disconnected environment using the same user
interface that is used when working in a connected environment. ü
Reporting and Dashboards
Create quick exports with extensive filtering for all information within the CRM
system including relational exports. ü Ability for Administrators to create and save multiple summary views of data
across the entire system with the ability to create pre-defined views that include
the ability to filter on any User Defined Field. ü Ability for individual users to create and save multiple personal summary views of
system data with the ability to filter on any User Defined Field. ü Create views of information by salesperson, by territory, by branch office, by
region or the entire company. ü Create and save Personal or Global views that contain specific fields, filters and
formatting for ANY item or record type in the system. ü Global views automatically limit the information visible to the user based on the
user’s specific permissions. ü View key record and item types in either a grid view displaying the raw data
similar to Excel or through a Summary/Analysis view that creates a dashboard type interface allowing for detailed analysis of the information.
Advanced Summary/Analysis views are available for:
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Provides a reporting structure that allows all companies using the system to share globally published reports, eliminating the need for each individual company to
create and support their own custom reports. ü CRM provider allows customers to request creation of reports and publishes
those reports to a public download site that allows users to download the reports that are appropriate to their business, eliminating the high cost of the customer creating and managing the reports in house.
ü Create company specific reports using industry standard reporting tools that can
be used with Microsoft SQL Server. ü
System Configuration and Management
Administrative Console
Single point of access to all Administrative utilities through a convenient interface that is easy to use and does not require extensive database or programmingexpertise. ü Enterprise control of all screen designs, user defined fields and grid views. ü Enterprise control of publishing system updates through a simple user and
intuitive interface without having to directly access the database or write code. ü Offers Administrative Utilities to easily perform the following actions: ü
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Design and control user interface of all screens ü•
Set-up and control all User Defined Field values ü•
Set-up and manage of all grid views in system ü•
Create and publish Word Templates ü•
Manage Product lists for Quotations for enterprise use ü•
Move Accounts and Contacts between sales territories ü•
Combine duplicate records and their history ü•
Set rules and scan system for duplicate Accounts and/or Contacts and thencombine those Accounts and/or Contacts ü
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Import any Item or Record and link to existing records through any uniquefield within CRM database ü
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Manage the rights and utilities that each user has access to throughout thesystem ü
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Set-up user groups to be able to easily manage User Permissions ü•
Configurable database hierarchy with an architecture that can be designedwith up to four levels to mimic existing company structure ü
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Create and manage Alerts & Notifications email alerts to provide users withkey details on actions that have occurred within the CRM system ü
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Create and manage and Incentives Program to create Incentive/Loyalty/Rewards programs that are based on actual sales numbers ü
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Manage Annual Sales Planning üwww.TourdeForceCRM.com
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Access to Administrative Utilities can be granted on a per utility basis and can be granted to one or multiple users, allowing an organization to have the
appropriate person manage each area. ü
System Support
CRM provider has a dedicated support team located in the United States. ü Services of support team can be accessed through the phone, email, or a web
based support site. ü CRM provider offers extensive help files that can be accessed by administrators
and users. ü
Technology Architecture
Uses Microsoft Outlook for all email functionality, but does not require Microsoft
Outlook. ü Uses Exchange Server for email logging and other functions, but does not require
Exchange Server. ü Uses Microsoft SQL Server as the database engine and storage of all data within
the system to provide enhanced speed and flexibility. ü All Files (Word, Excel, PDF, etc…) and logged emails are stored in a Company
Share on the file system and indexed through the CRM database for quick and
easy accessibility. ü Client interface can be accessed directly through Microsoft Outlook toolbar
providing a familiar interface for all users, but does not require Microsoft
Outlook. ü Entire product is developed in the C#.NET and VB.NET code base that allows
for extensive and cost effective customizations and integration to third party applications and data sources.
ü CRM system is an on premise solution. All data is stored locally at the client site,
giving the client full control over their systems and data. ü Mobile CRM application combines the security of an on premise solution with
the flexibility of a hosted solution. Mobile CRM application is hosted locally at the
client site on a web server. ü
General Considerations when Implementing CRM, SFA, and BI Solutions
Does the company own the code base of the product? (Or are they a resellerwho is unable to control the code base, requiring that future feature requests are
charged for customization work?) ü Does the company provide a comprehensive “Roadmap to Success” that will
help guide your organization through the process of implementing a CRM/SFA/BI
strategy? ü Does the company provide vertical market expertise that can help guide your
company through a successful implementation of the strategy? ü Does the company have a history of successful implementations, with a