CRM Services

Methodology


Arcsona helps deliver successful CRM implementations for organizations ranging from start-ups to Fortune 50 companies and across a range of industries. Depending upon a client’s need, we can complete a project in as little as six weeks or deliver a multi-year program involving a series of releases.

We provide client and partners with project leadership, business analysis, technical design and development expertise, and quality assurance across multiple products, including SugarCRM and Salesforce, including Portals (both Customer and Partner) and Salesforce Communities.

Depending upon clients’ needs, Arcsona implements cloud technologies such as SugarCRM using Waterfall, Agile or Scaled Agile methods. In smaller organizations where SugarCRM is typically not integrated with legacy environments, a pure Agile methodology may work best.

Larger organizations that want to implement Agile and Lean methods for delivering new systems, but have complex implementations of on-premise systems, may require an approach based on the Scaled Agile Framework®. This blend helps clients harness the flexibility of Agile while recognizing the deployment constraints and importance of governance within large organizations.

With either Agile or Scaled Agile methods, Arcsona brings technical knowledge and domain expertise in multiple applications and their underlying business processes to help customers innovate across their customer-facing processes.

These capabilities, along with our broad-based quality practice, ensure that deployments minimize defects and deliver as promised.


Case Studies


Background

The Bank has made a business in appealing to high-end customers over the past few decades. However, now they are looking to double or triple their current customer base in the next 8 quarters. They needed a solution that would provide a secure platform to expand their customer base and allow them to deploy up-sell and cross-sell strategies to incrementally increase the current average customer product density.

Solution

After evaluating several options, the customer chose SugarCRM because it provided the most flexible, secure and scalable solution to their needs. They also considered the implications of cloud deployments and the patriot act, so they decided to take the platform internally onsite.

-SugarCRM views are now the primary view of the customer for executives—they can see a 360 degree view of the customers, their history and account statuses

-Sales automation and campaign generation allows the customer to convert prospects more efficiently

Results

Adoption is at 100% for all user groups, and the sales organization has the information they need to make marketing decisions for customer acquisition, upsell and cross-sell activities.


Background

CMAB doesn’t actually sell anything, but their needs for a CRM system were getting more acute.

As part of their main function of ensuring that all dairy producers and processes that use the REAL California Milk Seal (insert seal here from picture at the bottom) are complying with the in-state and other requirements to keep their Seal status, CMAB inspects the hundreds of producers and processors in the state several times a year. This keeps a staff of agricultural inspectors on the move with physical inspections and interviews of dairy personnel.

While the reports of these inspections before the usage of SugarCRM were thorough, entering all of the paper-based reports into a database was cumbersome, time consuming and prone to occasional data entry errors. In the past, this would delay the accurate reporting of information and limit CMAB’s ability to work through a particular producer’s or processor’s issues.

In addition to the compliance side, CMAB has a responsibility to improve the penetration of California dairy products into US states and countries where the market share is low. This is typically done with co-branded events in trade shows, specialty shops, and grocery store chains that have significant operations outside of California. While these campaigns seem successful, all of the success is more anecdotal since CMAB could not directly correlate a campaign with improved sales in a particular region.

Solution

Arcsona worked with both SugarCRM and the client to build a unique CRM solution that:

•Allows inspectors to work in the field and enter all of their inspection notices on the mobile application within SugarCRM. While we did have to create some custom objects for this deployment, we were able to weave them in well with standard objects and present a complete system. This was deployed with the standard SugarCRM mobile application and now all data is entered correctly during the inspection process—no long delay with potential for data entry errors later.

•Manages extra-California campaigns and compares the activities to before and after sales data for the locality in question. Now CMAB can gage the effectiveness of its penetration campaigns by looking at all relevant product sales data before and after an event and draw a more direct correlation to its efforts. In this way, CMAB will know what is working and what is not, especially in bulk or far away markets like China and Japan.

Results

The paper is GONE! There are no more paper-based inspection reports, and adoption by all inspectors is 100%. CMAB has a real, succinct solution that provides immediate feedback from the inspection process and allows for quick action of there are issues with its dairy members.

In addition, CMAB now knows what is working in its efforts to expand the Seal product base in distant geographies. It can stop wasting time and money in campaigns that are not moving the needle and expand on those campaigns that are truly making a difference.


Background

While satisfied with the general functionality of Salesforce, this client balked at the ever increasing Salesforce Subscription costs. They might have stayed with Salesforce, but they couldn’t see a correlation between the subscription hikes and improvements in Salesforce processing, mobile capabilities—all of these desired functions added more dollars to the subscription cost and exceeded an already ballooned budget.

To save budget, the client was forced to reduce the number of users in the system, and syphon off some users from sales into the support organization. While this gave the support team what they wanted, there was virtually no evolution on the sales side and many of the reporting and other processes were reduced to spreadsheets outside of the system.

Solution

Arcsona worked with both SugarCRM and the client to propose a solution that would enable the organization to be fully functional again on all major aspects of CRM, especially in the neglected Sales and Sales Reporting aspects. Arcsona was able to use its Salesforce Conversion Tool to quickly convert the SugarCRM solution into the client’s familiar format. With a relatively quick data conversion, the entire transformation took only seven weeks.

Results

With such a short services timeframe and the much lower SugarCRM subscription cost, the entire first year investment for this client was only 80% of the next year’s annual Salesforce subscription. The costs of future years are estimated to be no more than 50% to 60% of the expected Salesforce subscription prices.

In addition, with the budget now under control, adoption on the system is at 100% and the organization can fully utilize the solution, especially the much needed mobile technology.


Challenge A high-tech manufacturer that had broadly integrated Salesforce with many of its upstream and downstream systems needed to roll out new releases of Salesforce without jeopardizing the integrity of the entire system. The company used Eloqua for campaign management and lead generation, Oracle E-Business Suite R12 and Siebel for quoting, and Oracle 11.5.9 and SAP for order management and shipping.

Nearly 30 major interfaces keep the combined infrastructure operational. The customer required a sophisticated regression test for every release in its environment because even minor modifications in Salesforce or one of the boundary systems can have major repercussions on interfaces and other applications.

Solution Arsona developed a complete, end-to-end test of all functionality and interfaces in the Salesforce ecosystem. The test began in Eloqua with the creation of a sales lead. The lead was sent to Salesforce where it moved through the opportunity-management process. From the opportunity in Salesforce, an associated quote was then created in Oracle R12 or Siebel. The order was completed in Oracle 11.5.9 and fulfillment took place in SAP

During these system transitions, Arcsona’s testing solution automatically logged in and out of the systems and moved the transactions along to either complete the test or automatically catalog an error when an application function or an interface failed.

Results Testing the transactions as they flowed logically through the environment enabled the client’s IT team to immediately pinpoint the precise location of any system problems. Because Arcsona’s solution recorded the steps leading to these issues, IT was able to recreate the errors to determine how to eradicate them. This saved hundreds of hours in error diagnosis, eliminated a large percentage of the false errors that are routinely reported and allowed the team to focus on fixing the most critical bugs.