IFS Applications for

Customer
Relationship
Management
our SolutIonS dnA
When we first set out to create IFS Applications over 25 years ago, our goal was to
make the most usable business software on the market. And to help us achieve
that ambition, we put simplicity at the forefront of everything we did.
We still do.
We decided that we would make only one product, which can be easily configured
to match the specific requirements of a broad range of industries.
We still do.
We decided that we would build IFS Applications on standards so our customers
would not be locked into any particular technology.
We still do.
We decided to design IFS Applications as a component-based structure so it can be
easily extended and updated.
We still do.
We decided that each software component must be totally compatible with every
other, yet capable of running independently.
We still do.
We decided to build a product that could handle change and long-term evolution.
We still do.
And, that we would make the most user-friendly business software on the market.
We still do that, too.

get a Transparent
Touch-Point
to Your Customers
When a customer contacts your company, do your
employees have access to the key data that answers
their questionsno matter what department they
work in? If not, maybe its time you started thinking
about a customer relationship management (CRM)
solution that fuses your enterprise business process-
es together and creates one transparent touch-point
to the customer.
Break down the Barriers of Traditional
CRM Solutions
Traditional CRM solutions separate front- and
back-office processes into individual pillars, each
with their own view into your customers. Success
fully acquiring, retaining, and developing customers,
as well as terminating non-profitable customers,
requires transparent access to your customer infor-
mation.
Create One Corporate Memory for Customer
Information
With IFS Customer Relationship Management
(IFS CRM), you create one corporate memory with
end-to-end visibility to customer information.
customer relationship management 3
With it, you fuse back-office processes directly
with front-office processes to create one connected,
customer-centric organization.
Center Your Enterprise on Your Customers
By ensuring that your business processes and systems
are centered on your customers, everyone in your
extended enterprise can anticipate your customers
needs. Plus, depending on their role, employees
receive the right information they needavoiding
information overload.
Connect Your Front Office to Back Office
Stand-alone CRM vendors will tell you how easy
it is to integrate their CRM solutions to other back
office software such as financial or manufacturing
systems. Why spend valuable resources integrating
your CRM solution when IFS Customer Relationship
Management is a part of IFS Applications?
Retain Customers and Increase Sales
In todays environment where it costs ten times
more to acquire a new customer that it does to
retain one, is your company fused around your
customers?
4 customer relationship management
Fit Your
CRM Solution
to Your Business
Implement an organization- and industry-specific
CRM solution cost-efficiently and quickly to meet
your companys needs. IFS Customer Relationship
Management includes a powerful, yet easy-to-use
process manager with predefined industry CRM
process templates that help reduce costs and
improve return on investment.
Best-Practice CRM Process Baselines
The IFS CRM Process Manager provides the power
to mold a CRM solution to fit the unique CRM
processes of your business using predefined industry-
specific CRM process baselines. Use these baselines
directly out of the box; or for a custom solution,
create a one-of-a-kind database that meets your
companys individual CRM needs. Take advantage
of best-practice solutions within your industry,
while at the same time molding your CRM solution
to meet your specific needs.
Easy-to-Use Graphical Environment
Sophisticated enough for professional developers, the
IFS CRM Process Manager is easy to learn and use.
The graphical environment enables you to quickly
and efficiently create a customized solution for
your business.
Automatic Updating
Use the CRM Process Manager to automatically roll
out changes to remote users. Once youve defined
and refined the CRM solution for your company, a
simple click immediately creates an Oracle script
ready to be used. You gain complete control over
your database without ever writing a single line of
code.
Global Solutions
Multi-lingual with support for over 23 languages,
IFS Customer Relationship Management lets you
create a unique CRM solution to differentiate your
business from the competition.
Configurable user experience with .Net
Windows Client
Users can drag-and-drop elements on the screen,
minimizing items they dont need and expanding
the ones they want. The interface allows a user to
see information from more than one screen or
record simultaneously. Fewer clicks are required
for each action; less time spent clicking and
drilling down within fields means increased user
productivity.
 cuStomer relAtIonShIp mAnAgement 5

selections:
powerful and easy-to-use detailed information:
query engine to retrieve views: detailed information for the
and view any information view selected information selected data on the
within your crm database. based on query results. screen.

documents: Tabs: notes:

attach and check in or display the tables related add important notes and
check out customer-related to each customer from all comments for all users to
documents. your data sources. view.

use the microsoft .net windows client to view and change everything in your crm solution. manage all actions from marketing
activities and sales opportunities to service and support activities to planning, and view management reports and scorecards.
6 customer relationship management
Take Advantage
of the Right
Opportunities
Getting the right customers in the first place
depends on effective lead management and taking
advantage of the right opportunities at the right
time. IFS CRM supports your sales staff with a step-
by-step qualification process providing a complete
overview of where you are in the sales process.
Opportunity Management
Support a step-by-step qualification process that
guides sales personnel through a structured process
that moves leads to prospects and on to customers.
Account Management
Enhance the status of existing customers by advanc-
ing them further up the value chain. By using the
comprehensive customer history and comparing
completed deals with the customers needs, offerings
can be extended and sales increased.
Sales Process Management
Provide an overview of the position in a sales p
rocess;
what deals are in progress and what revenue can be
expectedessential information for your sales
forces daily work and for managements long-term
strategic planning.
Reporting and Analytics
Receive information on pipeline operations, revenue
forecasting, forecasts, margin quotations, the value &
probable value of new opportunities and much more.
Detailed sales reports and scorecards provide you
with up-to-date information at your fingertips.
Contact and Activity Management
Manage customer interactions. Get complete
information for communicating with customers
(name, role, telephone number, etc.) Complete
contact history tracks details such as correspon-
dence and discussions with customers.
Product Catalog
Guide sales personnel and customers through the
selection of products, product characteristics, and
accessories. Deliver an accurate customer order to
the factory, making it possible to reduce delivery
time and increase customer satisfaction.
Integration & Synchronization
Have all the advantages of an advanced sales
automation system, with the added benefit of
complete and seamless integration to your back-
office. Synchronize leads, prospects, orders or other
work done off-line as soon as you connect to the
network.
Integrate with Email and Office Software
Integrate appointments, contacts, and tasks using
Microsoft Outlook and Lotus Notes. Schedule
activities, access other users tasks, and create
prioritized task lists. Integrate with Microsoft Word
mail-merge function. Create, attach, and track letters,
memos, and other documents.
 cuStomer relAtIonShIp mAnAgement 7

StAY connected
Wherever
You Are
give your sales staff the power to communicate swiftly
and accurately no matter where they are. Stay in
touch anywhere in the world using the Internet and
IFS state-of-the art on-line when available mobile
technology. use wireless access points and airport
hotspots to access and update information on-line
via the Internet.

proceSS Support & WorkFloW

Free employees from time-consuming tasks by
automating the workflow. Use process and workflow
rules to automate tasks that are passed to co-workers.

eventS
A powerful event manager automatically reminds
employees of important dates, information or
priorities.

poWerFul SYnchronIzAtIon
Synchronize leads, prospects, orders or other work
done off-line as soon as you connect to the network.
The fast, flexible and reliable synchronization system
can support hundreds of remote users and meet the
unique needs of your sales network.

moBIle clIent
IFS mobile client gives support staff access to work
orders, etc. on the run. It supports laptops, Pocket
PCs, and Palm Pilots, as well as WLAN, GSM,
GPRS, Bluetooth, and 3G.
8 customer relationship management
Make Your
Customer Support
Proactive
By using IFS CRM throughout your organization, you
can efficiently resolve customer problems through
proactive customer support. Quickly answer customer
concerns on support, service contracts, warranties,
and returns. Manage customer service contracts and
accurately specify and control the service level for
each of your customers and service activities.
Knowledge Database
Resolve common support issues through a
searchable knowledge database that contains
information on the most common issues. Includes
fast and easy search capabilities. Enable external
access to the knowledge database through FAQ
pages on any web site.
Product Catalog
Complete integration with the back office ensures
that customer service staff knows exactly what
product the customer has ordered or purchased
thereby simplifying and speeding up the support
process.
Support Center
Transform any issue into a support solution.
Reassign and comment on an issue until it is
resolved and the customer or supplier is satisfied
with the support solution. Use the support solution
to communicate with the other party if more detailed
information is required to respond s atisfactorily
to the issue.
Role-Based Portals
You, your customers, and your partners can enter
and communicate support issues and solutions.
Via the Internet, customers use IFS Portals (B2B)
to easily monitor their support issues and the
solutions they receive.
Traceability & Document Management
Provide your service staff with complete follow-up
and traceability through the Internet, an intranet, or an
extranet. Assign issues for automatic internal follow-
up and attach service documents for quick access.
Keep track of products ordered by linking sales
and marketing documents, drawings or product
catalogs.
Contract Management
Manage all aspects of the service contracts from
service level and preventive maintenance agreements
to flexible invoicing and pricing levels.
Reporting and Analytics
Receive information on customer service levels,
profitability of service contracts and compliance
with agreed service levels. Detailed reports and
scorecards provide you with up-to-date informa-
tion at your fingertips.
 cuStomer relAtIonShIp mAnAgement 9

hIt the BullS eYe

WIth the rIght
cAmpAIgnS
growing revenue and generating the right leads that
provide long-term customers requires you to efficiently
manage your marketing mix and understand which
campaigns are working and which ones are not. You
get up-to-date information on purchasing habits to
strengthen marketing campaigns that enable you to
cross-sell and up-sell to current customers and
acquire new customers.
cAmpAIgn mAnAgement
With full control over the actions, companies, and
people you have engaged in your campaigns, you
create a platform for developing and improving
your future marketing communications.
mArketIng communIcAtIon plAtForm
Design, implement and evaluate different types of
campaigns. Tie sales leads directly to campaigns to
track every marketing dollar spent.
reportIng And AnAlYtIcS
Detailed reports and scorecards provide you with
up-to-date information at your fingertips. Track,
manage and analyze your direct mail, advertising,
tradeshows, Internet and email-based campaigns to
increase their effectiveness and get more value for
your money.
vISIBIlItY
Get complete visibility and control over actions,
companies and people who have been contacted,
outcome, etc.

powerful embedded reporting capa-

bility in the microsoft .net client
enables real-time analysis of your
opportunity pipeline, project profit-
ability, year-to-date sales, and more
to better track and manage business
and operational performance.
10 customer relationship management
Configurable User
Experience
In todays busy world, using the latest in technology
advances can provide your company with many
benefits and advantages. IFS Customer Relationship
Management offers state-of-the-art mobile and
integration solutions designed to provide you with
real value and business benefit.
Integration with Back Office (ERP) Solutions
A part of IFS Applications, IFS Customer
Relationship Management seamlessly connects
front-office/CRM functions with critical back-office
functions.
However the component-based architecture also
enables IFS Customer Relationship Management to
connect to and operate with any back-office
solution.
Greater Agility with IFS CRM
The plug-in architecture in the IFS Sales & Marketing
.Net Client, a cornerstone in IFS CRM, allows
organizations to use standard tools and competence
to add custom visualizations and functionality.
The solid product architecture assures that all
security and business rules apply automatically to
such customized views.
IFS Customer Relationship Management
is part of IFS Applications
This results in a unique user experience and benefits
for end-users, including greater flexibility to present
data the way users wish to see it as well as embedded
reporting tools for important metrics such as sales
pipeline.
Microsoft Compatible
The application is compatible with Microsoft
BackOffice and can run on Microsoft Windows 7,
Windows 2008, Windows Vista, Windows XP,
Windows 2003 and Windows 2000. IFS CRM is
seamlessly integrated with Microsoft Word, Excel,
Outlook and Microsoft Exchange Server.
Mobile Client
Supports the rapidly growing number of different
devices in use todayLaptops, Pocket PCs, and
Palm Pilotsas well as communication technologies
such as WLAN, GSM, GPRS, Bluetooth, and 3G.
Synchronizes work done off-line directly when
connected to the back office.
 cuStomer relAtIonShIp mAnAgement 11

AchIeve return on
InveStment
monitoring, controlling, and developing your
business efficiently and profitably means looking
at your entire company as one organization, not
several departments. With a complete crm solution
integrated with your back office you can achieve your
goals with a rapid return on investment.
Improve cuStomer ServIce & SAtISFActIon
By giving your sales staff access to critical back-
office information, such as stock and manufacturing
data, they are better equipped to make decisions
that not only positively impact your bottom line,
but also are focused on increasing customer satis-
faction.

StreAmlIne AdmInIStrAtIon Better InFormed decISIonSFASter

Reduce costs and provide consistent information by
eliminating redundant data entry. One corporate
memory used throughout the entire application
eliminates re-keying of data and gives up-to-date
information that helps improve customer service
and satisfaction.
Reports and scorecards presented in web-based
portals tell at a glance how well your company is
doing in meeting its strategic objectives. Alerts
inform you of predefined events, allowing you to
perform management by exception.

In our very competitive environment cosalts foremost strategic objective was to

differentiate by providing better customer service. We replaced our stand-alone crm
software with the IFS package as it seamlessly links to the back office. this has allowed
us to drive our strategy right through the organization directly to each individual. the
result is a huge improvement in customer satisfaction and a 2% improvement in margin.
Annualized, our crm solution will pay for itself seven times over in the first year.

WInSton phIllIpS, mAnAgIng dIrector, coSAlt InternAtIonAl ltd, uk

About IFS and IFS Applications
IFS is a public company (OMX STO: IFS) founded in 1983 that develops,
supplies, and implements IFS Applications, a component-based
extended ERP suite built on SOA technology. IFS focuses on agile
businesses where any of four core processes are strategic: service
& asset management, manufacturing, supply chain and projects.
The company has more than 2,000 customers and is present in
50+ countries with 2,700 employees in total.

If you are interested in further information, e-mail info@ifsworld.com

or contact one of our regional offices or visit our web site:
www.IFSWORLD.com

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www.ifsworld.com
This document may contain statements of possible future functionalit y for IFS soft ware products
and technology. Such statements of future functionalit y are for information purposes only and
should not be interpreted as any commitment or representation. IFS and all IFS product names are
trademarks of IFS. The names of actual companies and products mentioned herein may be the trademarks
of their respective owners.

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