Sage CRM facts every Sage employee should know!

I recently had the opportunity to provide Sage’s Business Development team with training related to Sage CRM. It went over well, and the best bits I wanted to repost here. You can download the training guide we provided and below are some quick facts that all Sage staff should know.

  1. Sage CRM is a communications system used by over 17,000 companies around the world.
  2. Sage CRM is a non-industry-specific, general-purpose communications system.
  3. On average, companies that use it have 12 users accessing the system.
  4. It consistently ranks as a top 5 CRM solution.
  5. It always gets the CRM industry’s ‘best overall value’ award.
  6. Sage CRM integrates with the full lineup of Sage accounting systems including 50, 100, 300, 500, X3, and Intacct.
  7. Globally, Sage CRM sales have increased by >26% each of the last 2 years. So – NCA was up 26% in 2020 and this year it is on track to do the same or better.
  8. Beyond the fundamentals that all CRMs typically have, companies generally use Sage CRM to solve different process problems that they have. It has excellent automation features that can be used to control how information flows through different individuals or different departments. For example, how Jobs, Customer Service issues, or Opportunities are managed.
  9. Sage CRM is not hosted by Sage. Rather the client hosts their own instance. This distinction means that, unlike competing systems (all other CRMs), Sage gives the client ultimate control and ownership of the system and their data.
Most used Links
  1. A general overview of Sage CRM: Sage CRM Overview – My CRM Manager
  2. Listing of the accounting integrations and the details of those integrations: Sage CRM and Accounting Integration – My CRM Manager
  3. Integration with MS Outlook: Outlook Integration (Accelerator 2021) – My CRM Manager
  4. Sage CRM pricing calculator (for estimates only): Cost for Sage CRM – My CRM Manager – Pricing Calculator
  5. Here is a link to the hardware/software requirements for Sage CRM. Our suggestions for minimum requirements for systems that will ultimately host 10ish users are: RAM = 16GB and Processor = Equivalent to Xeon Series Quad Core with a minimum frequency > 2.8 GHz.  Additionally, this Pre-Installation Checklist for Sage CRM outlines what the CRM team will require in terms of access and cooperation from your IT team.

How we work with Sage Partners

It is becoming increasingly more common that Sage accounting partners will reach out to us for general product information or for assistance in presenting Sage CRM to their existing customers or prospects. We always try to be helpful regardless of the type of relationship the Sage accounting partner is seeking. The type of relationship typically reflects whether the accounting partner wants to be in the business of supporting Sage CRM or not.

When the partner does not want to be in the Sage CRM support business

In these situations, the accounting reseller will generally introduce us as the Sage CRM expert and a third party. In these situations we are managing the sale, generating any quotations, as well as providing the services should the client move forward. When an order is placed with Sage for Sage CRM licensing, it is placed by the accounting VAR unless the accounting VAR specifically asks for My CRM Manager to be the ROR and process the order.

When the partner wants to be in the Sage CRM support business

For Sage partners that are already Sage CRM partners or who want to develop their own Sage CRM practice, we can help them too. 

Any partner is welcome to leverage any of the information on our website, including users guides for Mailchimp, Accelerator, the Sage 100 integration, or otherwise. Additionally, we can provide demonstrations for any of the accounting integrations, s5Maps, Accelerator, or anything else.  

Our policy has always been to be helpful to other Sage partners. This is true even if the partner will be quoting the client and doing the service work directly. In these situations, we are strictly acting as a sales resource.

IMPORTANT: At My CRM Manager, we do not sell or support anything other than Sage CRM and the integrations between Sage CRM and Sage accounting systems. A full listing of Sage CRM support options is found on this page.

New Accelerlator Page

To support Accelerator’s new 2021 UI, we have created a new Accelerator page. We needed to do this due to the changes in the interface, but also there are functional differences. Moving forward we use the expressions ‘Accelerator’ and ‘Accelerator Classic‘.

The differences on the new screen include:

  1. The first six videos reflect the new UI
  2. The text has been updated to reference the updated feature set
  3. The User Guide at the bottom of the page will launch the version with the new UI

We will continue to have both pages (links above), but the new 2021 UI page has become the default.

Linking a Serial Number from Sage 100 to a CRM Case

In this video with Sage CRM Project Manager April Braun, she shows how, in one of her projects, we are allowing the CRM user to link a Serial Number from within Sage 100 to a Sage CRM Case. 

The key benefit here is that the user does not have to physically log in to Sage 100 to grab the serial number. The video also covers linking an RMA number to a case. Sage CRM is a very practical tool for managing all customer service issues. This can be RMAs or otherwise. 

April and our other project managers do wonderful things with Sage CRM – an often completely random. Sage CRM is so flexible and this snippet from one of April’s many projects is a good example. 

Quick Start Implementation Plan

Companies do really cool things with Sage CRM.  This can include leveraging the process automation features, creating new screens, apply sophisticated screen level scripting, etc.  The options are almost endless. 

Too often, with new projects the client insists that these features exist before going live with Sage CRM. Sometimes this is appropriate, however building out these features can delay the strong ROI companies gain by just using the fundamentals features of Sage CRM. Sometimes it makes the most sense to ‘just use it’.

The objective of our Quick Start Implementation Package is to get clients up and running right away with a strong handle on the basics of Sage CRM. This package includes all the initial technical work as well as some key features that focus on adoption. 

Quick Start Timeline

This Quick Start approach was introduced to us by Ralph at Timespare, the goto partner for Sage CRM in Germany. It seems obvious now…but it took Ralph several attempts to get this through to me.  Thank you Ralph!

MCM New About Us page

From paying attention to what pages the people that visit the My CRM Manager our website visit, we now understand that our About Us page is the most visited page. So – to me that means that it better look good!

Our new About Us page that more accurately represents our resources. If you click on any of the resources, you can see more information and, in many cases, short videos.

New Accelerator User Guide

We now have a user Accelerator User Guide reflecting the new Accelerator Feature set and user interface.  The guide can be downloaded from this link. This version is a complete rebuild of Accelerator, making it (1) easier to user, and (2) provides a modernized interface. 

At My CRM Manager, almost all our projects use Accelerator as it has such a profound impact on user adoption. Clients that use Accelerator, collect more data in their Sage CRM instance and are much happier. 

Below is the overview video of the new version.  A complete breakdown of Accelerator functionality is found on this page of the My CRM Manager website.

GUMU™ 100 Assigning a serial number to a Quote Item

As the GUMU™ Sage 100 CRM integration increases in popularity as an order processing system, we are coming across niche requirements that Sage 100 customers can easily do in Sage 100, that they now need to be able to do via CRM. 

One such example is to assigning a serial number to an item at the Quote level (as opposed to the invoice level). We can now accommodate this requirement, even on the Quick Line Entry screens.

Sage 100 – Linking a RMA to a Case

This video shows how users can easily associate a Sage 100 RMA to a Case in Sage CRM using the GUMU™ Sage 100 CRM integration. 

Sage CRM makes it easy for customer service agents to create a case in CRM directly from an Outlook email, and then link the case to an RMA. All email correspondence as well as all details about the issue (when it came in, how it was dealt with) are there. SUPER EASY.