NETLEDGER LAUNCHES NETCRM™, THE FIRST ONLINE CRM APPLICATION TO AUTOMATE THE ENTIRE SALES PROCESS — FROM LEAD GENERATION TO PROSPECT MANAGEMENT TO SALES ORDER
SAN MATEO, CA.—September 10, 2002—NetLedger, Inc.,
makers of the Oracle® Small Business Suite (Nasdaq:
ORCL), today announced NetCRM, a powerful online
customer relationship management (CRM) solution designed
to automate all "front-office" customer interaction
- from marketing to sales to support to account management.
In addition to offering broad functionality for sales
force automation, marketing automation, and customer
support, NetCRM adds important new features not found
in any other online CRM solution available on the market:
- Sales order management: NetCRM allows businesses
to actually sell and track product and service sales
with its integrated order processing capabilities.
- Marketing automation: Because NetCRM integrates
purchase history, campaigns can be created to target
specific customer segments. In addition, NetCRM provides
end-to-end marketing campaign management -- from system-provided
templates to e-mail campaign creation and distribution
to results measurement and ROI analysis all
in one application at no additional charge.
- Customer Support Automation: NetCRM includes
knowledge management technology for customer self
service at no additional charge. NetCRM's NetAnswers
enables customers to search an online knowledge base
and find answer to their questions, without calling
customer support. Forrester Research estimates a 33-to-1
cost savings when customers opt for self-service vs.
- Partner relationship management: NetCRM includes
complete partner relationship management. The NetCRM
Partner Centre allows selling partners to view their
leads, track orders, and submit and view support cases.
The new application service builds on the CRM functionality
found in the company's flagship Oracle Small Business
Suite, an application service that integrates complete
front-office and back-office application functionality
to enable companies to run their entire enterprise on
a single, hosted software service. With more than 5,200
companies currently licensing the Oracle Small Business
Suite, NetLedger is the leading provider of integrated
ERP/CRM application services to small to mid-size enterprises.
"It's amasing that the one thing that all other
online sales automation systems can't do is make a sale
- you literally cannot take the order," said Zach
Nelson, president and COO of NetLedger. "NetCRM's
order management functionality, combined with its integrated
marketing, sales and support technology, gives small
and mid-size businesses a complete CRM solution in an
affordable, easy-to-use package. And, with the click
of their mouse, customers can upgrade to the holy grail
of business applications - an integrated suite that
combines front-office CRM with back-office accounting."
"In our search for a solution that could automate
our process from presale to post-sale support and everything
in between, NetLedger's offering was the best match
for our needs and provided us with the cost-benefit
ratio we were looking for," said Bob Lem, CIO of
LoJack, the recognised world-leader in stolen vehicle
"NetCRM has numerous features for solution providers
that competing CRM solutions have yet to master,"
said Brenda Brinkley of Need IT Now, a NetLedger Solution
Provider in Houston, Texas. "We partner with many
companies from the Florida Panhandle to Texas. Full
functionality and ease of use in our customer and partner
management system is paramount for us. NetCRM's Partner
Centre allows me immediate access to the leads we generate
and to our partner profiles. I can place orders, view
the status of existing orders, and do much more. And
if I need self-service capabilities, I turn to NetCRM's
NetAnswers. This knowledge base solution is perfect
for resellers like me who need to do their work quickly
and effectively, anytime, anywhere."
NetCRM provides small to mid-size enterprises with
complete customer life-cycle management and the flexibility
to tailor these capabilities to the way they do business:
Automated Lead Processing Strengthens Pipeline
- Capturing leads via an online form allows for a personalised
email auto reply with NetCRM. Whether leads are added
via an online form, imported from a list or entered
manually, territory assignment rules will allow a lead
to be routed to the correct person for follow-up within
the sales pipeline. Territory assignment rules are completely
customisable and can be based on any information contained
within the lead record. NetCRM delivers users the flexibility
to pre-qualify leads, assign leads to a direct sales
force, or send them out to reseller partners.
Quotes and Order Management Makes Selling Easier
and Feeds Accurate Forecasting - Sales representatives
have complete flexibility to select from the product
or service catalogs while creating sales quotes or orders
within NetCRM. Sales managers are provided with notifications
within their sales dashboard when sales orders require
approval before moving to the final closing stage. These
sales transactions help provide sales managers and executives
with a complete and accurate view of the forecast for
the current period and quarters to come.
Marketing, Sales and Support Dashboards Highlight
Key Information - NetCRM Dashboards are customised
to the role of the individual user within the organisation.
Graphical snapshots provide sales representatives and
managers with quarter-over-quarter and year-over-year
performance comparisons while saved searches highlight
the latest results of campaigns for marketing managers.
Support representatives and managers will find shortcuts
and the quick search invaluable in finding customer
information at a moment's notice. And the reminders
within a Dashboard make it impossible to miss the things
that have to get done and the problems that must be
Promotion Management Produces More Business and
Improves Customer Response - NetCRM gives users
the ability to run promotions to generate general interest
and drive sales of their products and services. Promotions
can be applied for limited-time pricing discounts, special
partner referral agreements, or simply to associate
a particular marketing campaign. Complete statistics
of responses to these promotions are tracked at both
the campaign level and the sales transaction level,
allowing for comprehensive customer profiling of both
response and buying patterns.
Marketing Campaigns Deliver Tailored Messaging
- With great customer intelligence within NetCRM, businesses
can deliver the right message in marketing campaigns
much more effectively. NetCRM provides users the flexibility
to personalise email-marketing efforts with customers'
names as well as information on products that interest
them. Once the campaign has been executed, NetCRM tracks
ROI metrics full-cycle to the sales transaction, providing
accurate cost-of-acquisition statistics.
Schedule Management Enhances Productivity and Visibility
- NetCRM includes a complete compliment of calendar
and task management tools including automatic event
reminders, attendee availability checking, resource
management, priority-based task tracking and email notification
of assigned tasks. Time spent on events, tasks and customer
support cases can be tracked for billing to customers.
Group calendars are also included for convenient access
to departmental events. All these schedule management
capabilities ensure high productivity while providing
sales, marketing and support managers with good visibility
into the workload and customer-facing activities of
Knowledge Base Raises Customer Service Level
- With the knowledge base capabilities of NetAnswers
included in NetCRM, companies can track frequently asked
questions, standard problem resolutions, known issues
or special tips. NetAnswers allows information to be
organised into different levels of topics and solutions,
giving support representatives the ability to answer
customer inquiries via email or phone based on their
own experience as well as the collective and historical
knowledge of the group. Customers and partners can access
this information online 24x7 without the need to staff
customer support during costly off-peak hours.
Partner Centre Offers Ultimate Self-Service
- Today's successful businesses increasingly rely on
cooperative selling models, making partner management
a vital part of business operations. NetCRM includes
complete partner relationship management capabilities
including an online partner centre. Functionality with
the partner centre allows resellers, manufacturers'
sales representatives, co-marketing partners, etc. to
access information on their partner profile, place orders
and view the status of existing orders, view reports
on sales transactions, search the Knowledge Base, submit
support cases and view the status of existing cases.
They can view leads assigned to them and access reports
on jointly managed customers.
XML Integration and Custom Records Ensures Complete
Flexibility -NetCRM includes server-to-server integration
capabilities with XML and can even be configured to
allow for single sign-on authentication to enhance the
user experience. Customisation capabilities make NetCRM
completely extensible to specific business needs and
allow businesses to define their own data records with
complex relationships between each other and existing
records and transactions.
Other NetCRM features also include various configurable
user security levels, complete document management functionality,
and intranet content publishing capabilities.
Pricing and Availability
NetCRM will be available in October. NetCRM pricing
is $600 per user, per year; minimum 2 users.
For more information about NetSuite please visit our
Web site at www.netsuite.com.
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