The complete CRM,

1
The complete CRM, Contact Management and Sales
Automation System for Microsoft Outlook
www.mxcontact.com
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Overview
This presentation is divided into 3
sections Section 1 The Outlook/Exchange
Environment This section outlines the reasons for
using Outlook/Exchange for Customer
Relationship/Contact Management Section
2 MX-Contact Functionality This part of the
Presentation gives an overview of the general
functionality of MX-Contact Section 3 General
Issues The related issues such as ease of
customisation, reporting, security, off-line use,
system requirements, etc. are presented here.
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The Outlook/Exchange Environment
Section 1

• Why use Outlook for Contact Management
• Microsoft Outlook Limitations
• What is MX-Contact adding to Outlook
• Advantages of an Outlook-based Solution
• Other Advantages of Using Outlook
• The Microsoft Exchange Server Database
• Outlook the Universal Front-End

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Why use Outlook for Contact Management?
Section 1 Slide 1 of 7
Microsoft Outlook already has the following
facilities for managing client interactions

• A Contacts Folder for profiling Contacts

• A Calendar Folder for Meeting and Event Scheduling

• Inbox for Messaging/E-mail

• Tasks for Time/To-Do Management

• Journal for Activity/Document Tracking

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Microsoft Outlook - Limitations
Section 1 Slide 2 of 7
Outlook has the following disadvantages in its
use as a workgroup/enterprise-wide contact
manager

• Data stored in users Private Mailboxes
  (Contacts, Appointments, etc.)
• Limited sharing of information
• Frequent duplication of data
• Outlook has limited Folders (e.g. Contacts but no
  Companies, etc.)
• It is difficult for Users to link items
• No Customer view of all interactions

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What is MX-Contact adding to Outlook?
Section 1 Slide 3 of 7
MX-Contact overcomes most of Outlooks
limitations by adding

• A centralised database on public folders
• Additional Out-of-the-box CRM functionality
  (e.g. Companies, Opportunities, Products/Services
• Unlimited number of additional user-defined/-custo
  misable folders, forms, tabs etc.
• Seamless linking of related items to create a
  single view of all Customer Relationship
  information

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Advantages of an Outlook-based Solution
Section 1 Slide 4 of 7
Outlook/Exchange have the following advantages in
being used as the platform/foundation of a CRM
system

• Outlook is always the 1st application to be
  opened
• Outlook is always kept open
• Familiar Interface
• One calendaring system universal across company
  and supply chain
• One e-mail store
• One document management system
• Easy synchronisation with most PDAs

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Other Advantages of using Outlook
Section 1 Slide 5 of 7
An Outlook-based solution is far less expensive
than a conventional CRM system to implement (i.e.
has a greatly reduced Total Cost of Ownership)

• No additional infrastructure needed
• Exchange Server already in place
• Cost of upgrade to new versions of Outlook shared
• Reduced training time (cost)
• Wider application of same training
• Reduced installation time over conventional CRM
  systems

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Outlook the Universal Front-End
Section 1 Slide 7 of 7
Outlook is becoming the universal front-end for

• Messaging
• Calendaring/Scheduling
• Collaboration and Workflow
• Customer Relationship Management
• Knowledge Management
• Business Intelligence

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MX-Contact Functionality

• MX-Contact Elements
• Toolbars/Shortcuts
• Data
• Folders
• Forms
• Views
• Customer Profiling
• Companies
• Contacts
• Opportunity/Funnel Management
• Calendaring and Scheduling
• Activity/Task Management
• Tracking of Customer Interactions
• Journals (Phone Calls/Visits)
• Documents
• E-mail

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Section 2 Slide 1 of 20
MX-Contact Toolbars/Shortcuts
The only visible difference in Outlook with
MX-Contact loaded is the addition of another
Toolbar and a new Group in the Outlook Bar
MX-Contact Toolbar
New MX-Contact Group
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MX-Contact Data
Section 2 Slide 2 of 20
MX-Contact stores its data in either a shared PST
file, Exchange Server Public Folders, or SQL
Server so that your customer database is
centrally available and accessible to everyone on
the network.
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MX-Contact Folders
Section 2 Slide 3 of 20
Many additional folders have been created to
store standard CRM-type data.

• Master (Top-Level) folders such as Companies,
  Contacts, Opportunities
• Sub-folders, e.g. Companies\Products
• Centralised folders for documents, e-mail,
  journals, calendar and tasks.

• Associations Folders for linking items in one
  folder to those in another.

• System Folder for setup/administration.

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MX-Contact Forms
Section 2 Slide 4 of 20
Custom Forms have been created for each
MX-Contact folder. The Company form is shown
below. Each form can have several custom pages /
tabs to define additional information and show
records that relate to that item.
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Section 2 Slide 5 of 20
MX-Contact Folder Views
You can create any number of Custom Views based
on standard or custom fields to group, sort and
filter sub-sets of your data in any folder.
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Companies Folder
Section 2 Slide 6 of 20
The Companies folder is where you keep details of
any organisation that you deal with or have some
kind of interaction with. These can be customers,
prospects, vendors, suppliers, partners,
resellers, etc.
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Company Views
Section 2 Slide 7 of 20
Any number of custom views can be created to
group, sort and filter companies. This allows you
to work with only the sub-set of the overall
database that pertains to you, e.g. only
customers, or Financial Services companies, etc.
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Company Demographics
Section 2 Slide 8 of 20
A Company Form is available to record the
standard demographic information of any company,
such as name and address, phone, details, etc.
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Company Profile
Section 2 Slide 9 of 20
Clicking on the Profile tab on the Company Form
shows a page where any number of fields can be
created to categorise your customer/prospect
database to any degree possible.
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Associated Companies
Section 2 Slide 10 of 20
Associated Companies are organisations related to
one company in some way. This shows the
relationships between Holding Companies
Subsidiaries, Customers and their Resellers,
Vendors, Bankers, Auditors, etc.
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Associated Contacts
Section 2 Slide 11 of 20
Associated Contacts are the contact people
related to one company in some way. These can be
employees of the company, decision makers,
advisors, auditors, etc.
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Section 2 Slide 12 of 20
Contact Demographics
Detailed profiles can be maintained of all
contacts. Both General and Profile information
can be stored.
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Section 2 Slide 13 of 20
Contact Profile
The Profile Tab keeps details of sporting
interests, family situation, likes and dislikes,
etc. Views can be created to select say all
golfers, etc. for a direct e-mailing, etc.
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Associated Opportunities
Section 2 Slide 14 of 20
All potential sales to companies and/or contacts
are called Opportunities. These can be renamed
depending on the nature of the products/services
that you sell, e.g. Projects, Deals, Trades,
etc..
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Opportunity Details
Section 2 Slide 15 of 20
You can collect and report on a variety of
information relating to an opportunity, such as
value, probability of closing a sale, estimated
close dates, status/stage, and more
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Calendaring/Scheduling
Section 2 Slide 16 of 20
Users can continue to schedule appointments from
their personal calendar folder in the same way
they always did. They have only a few extra links
to create, namely to the Companies, Contacts and
Users attending the meeting.
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Task/To-Do Management
Section 2 Slide 17 of 20
Tasks are used to record things that have to be
done for a company or contact, for example a
proposal that has to be submitted. They can be
assigned to someone else in the organisation to
be done by a certain date.
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Journals (Call Reporting/Activity Tracking)
Section 2 Slide 18 of 20
Journals are used to build up a history of all
calls made to a customer/client. These are
usually phone calls or visits but can be used to
record details about any kind of interaction.
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Documents
Section 2 Slide 19 of 20
Documents can be linked to a company and/or
contact (plus opportunities, etc.). They can
easily be generated using standard templates that
are also stored in MX-Contact.
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E-mail
Section 2 Slide 20 of 20
All e-mail sent and received can be automatically
linked to a company and/or contact and copied to
the Public Folder. Thus all (relevant, and
non-confidential) incoming/outgoing email is
visible to the organisation as a whole.
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General Issues

• Customisability
• Off-line (Remote) Use
• Use with a Personal Digital Assistant
• Reporting
• Integration with Legacy Systems
• Security
• Who can use MX-Contact?
• Benefits

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Customisability - Folders
Section 3 Slide 1 of 12
MX-Contact folders can customised to almost any
extent possible

• Folders can be renamed to match the terminology
  that your users are familiar with, e.g.
  Companies can become Accounts, Opportunities
  changed to Projects, etc
• Any number of new folders can be added, e.g.
  Events, Incidents, Campaigns, etc
• Any number of sub-folders can be added to
  top-level folders for one-to-many type links,
  e.g. Event Costs
• Association folders can be created to cater for
  many-to-many relationships between items in 2
  different folders, e.g. Events to Contacts
• A Property Page manages the MX-Contact properties
  of each folder

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Customisability - Forms
Section 3 Slide 2 of 12
Using the Outlook Forms Designer, all MX-Contact
forms can be customised to almost any degree
possible. You can add any number of additional
controls such as labels, text boxes, combo boxes,
etc.
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Section 3 Slide 3 of 12
Customisability - Folder Views
You can create any number of Custom Views based
on standard or custom fields to group, sort and
filter sub-sets of your data in any folder.
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Off-line (Remote) Use
Section 3 Slide 4 of 12
The MX-Contact folders can be added to your
Favorites folder for use off-line on your
notebook.

• Own Companies
• Filters can be set such that only records
  relating to the Companies and/or Contacts that
  are owned by you as a User, are synchronised
  off-line, so that you do not carry the whole
  database off-line
• Conflict Resolution
• Any conflicts that occur with records that have
  been edited by one user while off-line and
  another user either also off-line or on the
  Public Folders are resolved at a field level
  when the user(s) re-connect(s)

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Use with a Personal Digital Assistant (PDA)
Section 3 Slide 5 of 12
MX-Contact data can be synchronised to any PDA
that integrates with Outlook

• Calendar and Tasks
• All Calendar and Task entries are automatically
  created in a Users Private Mailbox folders and
  are therefore visible to the PDA
• Contacts
• The subset of Contacts that are owned by a User
  can be set to automatically synchronise to the
  users Private Mailbox Contacts folder, from
  where these contacts will synchronise to the PDA,
  along with any other personal contacts

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Reporting
Section 3 Slide 6 of 12
3 different reporting mechanisms are available

• Outlook Folder Reports
• You can create any number of custom folder views
  showing exactly the records and fields you want.
  You can then print any view in Table or Memo
  style
• Crystal Reports
• A number of pre-customised reports listing
  records across multiple folders are available.
  Crystal Report Writer can be used to format any
  kind of report according to the users needs. The
  data can also be ported into a SQL database for
  reporting.

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Integration to Legacy Systems
Section 3 Slide 7 of 12
Various mechanisms exist to link the MX-Contact
Database with an existing ERP or other database

• Database Structure
• MX-Contact is structured like a relational
  database with ID Fields in Master tables and
  these same IDs in related records. This makes it
  easy to port the data into a relational database
  like SQL Server 7/2000. The Enterprise Edition
  data is in fact directly stored in SQL Server.
• Integration with SQL Server
• From within SQL Server Enterprise Manager you can
  create SQL Views of the various folders. You can
  then view and/or extract the data into SQL Server
  or any other ODBC Data Source (Target)

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Security
Section 3 Slide 8 of 12
Security in MX-Contact is fully governed by
Exchange Folder Permissions

• Users (or groups of users) can be given rights
  (permissions) to
• See a folder (Folder Visible)
• Add new items
• Edit own or all items
• Delete own or all items
• View specific items in a folder (Exchange 2000)
• Distribution Lists can be created for different
  groups or teams of users that need to be given
  different rights to different folders

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System Requirements
Section 3 Slide 9 of 12
MX-Contact is a COM Add-In that runs inside
Microsoft Outlook and uses either a shared PST
file, Exchange Server Public Folders or SQL
Server for data storage
.

• Client
• Outlook 2000, or
• Outlook 2002 (Outlook XP)
• Outlook 2003
• Server (for WorkGroup and Corporate Editions)
• Microsoft Exchange Server 5.5, SP3 or higher
• Microsoft Exchange Server 2000, SP1 or higher
• Microsoft Exchange Server 2003
• Server (for Enterprise Editions)
• Microsoft SQL Server 7 SP2 or higher
• Microsoft SQL Server 200, SP1 or higher

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Who can use MX-Contact?
Section 3 Slide 10 of 12
MX-Contact can be used by anyone that is using
Outlook already and has any kind of interaction
with either internal or external clients (or
suppliers) of any kind. These can be

• Field Sales Representatives
• Internal Salespeople
• Telemarketers
• Marketing Personnel
• Event/Function Co-ordinators
• Campaign Managers
• Help Desk/Customer Support Representatives
• Accounts Receivable/Payable Clerks
• Shipping Clerks

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Benefits
Section 3 Slide 11 of 12
MX-Contact provides the following benefits to
corporate users

• Standardises the customer-facing team on a common
  tool
• Provides contact management functionality in an
  environment that all users are already familiar
  with, namely Microsoft Outlook, ensuring rapid
  deployment and acceptance of the new system
• Keeps all employees on one universal Calendaring
  system (namely Outlook) as opposed to certain
  users having to adopt a different scheduling tool
  that would ordinarily form part of a non-Outlook
  based CRM system
• Delivers personal, team and corporate information
  directly to a users desktop
• Increases productivity per sales representative

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Further Benefits
Section 3 Slide 12 of 12
MX-Contact provides the following additional
benefits to corporate users

• Provides single view of all related customer
  information to everyone in the organisation. This
  both encourages team-based selling, and increases
  customer satisfaction by allowing information
  flow between all departments
• Provides ability to implement sales
  methodologies/processes by business unit or
  product type. Tracks forecasted business and the
  costs of securing that business
• Integrates with external applications, such as
  order entry, manufacturing, etc
• Allows management to make fact-based decisions
  based on statistical data automatically captured
  by the system, and reported on

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Contact Details
Web
http//www.exchangewise.com E-mail
theteam_at_exchangewise.com
Head Office - Australia Unit 20, 6-8 Old Castle
Hill Road Castle Hill NSW, 2154 Australia Phone
61 (2) 8850-0288 Fax [phone]
We have offices in Australia, South Africa and
Germany, as well as certified Business Partners
worldwide.