Contact Center Solutions Featured Article

CRM Suite From Sage SalesLogix Chosen for CPN

March 28, 2008

Sage Software has announced that Scottsdale, Arizona-based Capital Processing Network, a vendor of electronic payment processing products and services, has selected the Sage SalesLogix CRM suite.

Sage officials say CPN will use the product to manage its sales, customer service, and technical support departments. Customer Systems, a local Sage CRM Solutions business partner, implemented the product.
Capital Processing began operations in November 2006 and generated $4 million in revenue during 2007.
"Servicing merchant bank accounts requires us to manage sensitive data," said Jeff Stephan, President of Capital Processing Network. "The smallest of errors could result in hundreds of thousands of dollars in losses."
Capital Processing's Sage SalesLogix system automates all aspects of client contact and account maintenance, including monitoring of clients' point-of-sale systems. It's also used to keep track of sales opportunities and client interactions, process data search queries, manage the customer service department's client maintenance records, and return material authorization tickets.
Company employees can restrict user access to specified data fields within Sage SalesLogix to maintain confidentiality of sensitive data. Employees can also view one another's calendars.
Sage SalesLogix is a full-featured, multi-client CRM product with sales force automation, customer service and support, and marketing capabilities, as well as interactive dashboard and reporting functionality.
Last month SyncSite, a Sage SalesLogix National Business Partner, announced the implementation of CRM product Sage SalesLogix and the companion business intelligence tool QlikView for a Fypon, a home-products manufacturer based in Ohio.
Fypon had been using a popular contact management software package "that lacked integration with the company's ERP software, Friedman Frontier," according to SyncSite officials. As a result, data was held in the contact management system, the ERP software, in spreadsheets, and other applications: "Management did not have confidence in the business intelligence data since it was coming from so many sources."
SyncSite implemented Sage SalesLogix and QlikView to bring together data from different applications into a cohesive set of views and reports, producing views such as sales by customer, by product line, by item, by ship to address, by sales representative, by date, "or any combination of these factors," SyncSite officials said.
SyncSite configured the software so that the sales team's laptop computers synchronize to the main database each day, giving both in-house and traveling employees current data.
Fypon's business is closely tied to the construction and housing markets, currently experiencing a significant slowdown. However, the company's integrated information system has allowed it to mitigate the affect of the downturn, its officials say: "We have not seen anything approaching the drop off experienced by the majority of the building industry."
David Sims is a contributing editor for ContactCenterSolutions. To see more of his articles, please visit his columnist page.

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