INTRODUCTION laine Odell stil has her hair, and she might have SugarCRM to thank for it. One of Elaine's end-of the-week tasks before her company implemented Sugar was to pull reports for Monday meetings. Between spreadsheets and applications, she had to get data from 15 sources of information - enough to make anyone tear out their hai “It was an almost impossible task. You try to pull a report out of our old CRM, you'd go bald,” she says. Before Sugar, Elaine spent four days each week mired in spreadsheets from business development, operations, and sales. Today, Elaine uses most of that time to drive new business as the Director of Collateral Services at Hilco Valuation Services. She works with lenders on asset appraisals for loans to client companies. In one year of focus in her new role, Elaine has increased sales in her department by 20 percent. The Hilco Group's 25 business units in the financial services industry deliver appraisal, investment, and business advisory services. Among companies or licensing rights Hilco has owned and sola: Polaroid, Linens & Things and Sharper Image. Recently, it handled the liquidations of Borders bookstores and Hostess Brands. () Hilco Global ABOUT HILCO GLOBAL: Description: Hico Giobal sa leading Internationa fancial services company ‘that has completed biions of doliars of transactions around the world, Hlco helps companies and their professional ‘advisors understand the value of assets and then maximize that value ‘through asset monetization solutions, and enhance value through advisory and consulting solutions, Hilco serves retalers, wholesalers, distributors end ‘manufactures, directly and through their lenders, investors and adhisors, \which can include private equity fis, hedge funds, investment banks, law Sims, tumaround professionals, accounting professionals, bankruptcy ‘trustees and receivers, Headquarters: Metropolitan Chicago, lincis Locations: ‘Ausra, Braz, Canada, Germany, Hong Kong, eland, Mexico, Singapore, Spain, Thaland, United Kingdom Customers Include: Barclays, Bosing, Nkon Electrons, ‘Saks Fith Avenue, Deutsche Bank, Borders Bookstores, Hostess Brands, ‘Sharper image Founded: 1987 Stat: 500 ‘Website: wwzwhilcoglobalcomHilco Valuation, Hilco Industrial, and Hilco Real Estate have implemented Sugar, and the group plans to bring on additional business units in the coming months. From the beginning, the goal has been to automate The Hilco Group's entire customer life cycle from marketing efforts on the front end to their operational efforts on the back end. ‘SugarCRM partner Highland Solutions built Hilco a system that couples Sugar’s innovative core functionality with customizations that support and manage the group's unique business requirements. The new system has improved financial performance and customer response, thanks to a new sense of empowerment, improved data integrity, valuable time savings, and the abilty to have all cient and opportunities information in one place, according to Ed Zimmeriin, Senior Vice President of Hilco Valuation's inventory group. “We are more efficient from a number of perspectives: we can access data quiclly, get it anywhere, share information easily between business development and operations, and do it all more seamlessly,” says Ed. Communication silos are down, performance is up, and the entire team is in the know, now that Hilco is using the worla’s most innovative, affordable, and customizable CRM. HILCO GLOBAL'S CUSTOMERS INCLUDE: BARCLAYS LegeNe Deutsche Bank Polaroid (CHALLENGE: Consolidate 15 databases ito a “single source of truth for customer information; decrease data entry tasks and tree 'up empioyees to tke on more impact work; increase organizational transparency and eficiency; create a customer data storage _and information sharing environment compatibie with complex global regulatory and compliance concerns, ‘SOLUTION: Customized Sugar Professional implementation that automates customer Ife cycies from marketing to sales to account ‘service and project completion; deployed to nearly 86% of employees in Hico Globsl companies that have implemented Sugar. RESULTS: + Single, complance- friendly customer database accessible across the organization * 20% increase in sales ‘f collateral services; reduced sales cycle through targeted quote development and cross-department expertise * decreased ‘operational costs © improved visblty and empowered decision making with on-demand reporting.CREATE A SINGLE SOURCE OF CUSTOMER TRUTH HOW i CRM: \When Chiet Marketing Oticer Jin Glickman camo to Hico Valuation Senioesin 2011, he knew A MO POINT OF VIEW hho would be unraveling a web of unconnected databasos and creating processes that would hop Hico Valuation maintain ts market leadership in the competitive word of asset appraisals. Jim Giickman’s dashboard spans sales and operations, providing a rich picture [A Sx Sigma Master Black Bot who spent a decade at process-oriented GE Capita, Jim was a ee slaring tom a sales operation using an early version of Saeslogx a project management tsar Using ChangePoint, uncategorized eal storage and calendars in Outlook, anc more then & + Dealers invciced by month dozen spreadshoets, mary uncue to each department cr business unit. On top oi al was the (chart) homegrown SAL database used or asset vations + Deals/colars booked by month “twas prety tangle, but | knew what was geting nto says Jn. “Tis was my frst big ces project with the organization, anit alowed me to bull crecibity with the buses. Fem + Favorite reports: customized ist of ‘seting detaled requrements tothe Suger implementation, it rly took about four months: thats ‘atime deal information the uickest Ihave evr soon. + New deals closed for the year "We now enter datain one place, one me, and that infomation flows trough fm the time + Lost deals forthe year We meet a potential customer tothe time we invoice them fora completed profect. We"e much» Buelget byproduct, by sales person more etciat non" " * Actual vs. budget: fr total business CGiety used in sales and project management, Sugar also tracks intemal expenses and is nd by salesperson Usd o manage marketing campsigns. Anat each step in every process, theentie team has» Open opportunitis ‘2c086s to al the information they need wih a click ora swipe, ER eanar eet reciente a “There is no doubt we are stronger operationally andl organtationaly with Sugar. We have staff and project expense reports ‘confidence in our nurbers now that wa deat have wen we were using spreadshaots. Ars because we know our numbers are beter now, we have more confidence in puting together eats," Jim says. \With Sugar’ easy-to-use interface, any employee can pul pertinent reports that help provide focus, identi trends, o assist quoting a project ‘With our customizations, we car un a tepart against 2 parson ora deal to see what Our costs wore and how we should prize a siilar eal going foward. To do that before, we had to ‘capture that information rom mutiple systems,” Jim say. “Utimataly our goals to segment our customers and not tea them all the sane, Now that ‘have the data in one place with Sugar Ris easy fr me to understand wat the rarkst segments are, To be able to understand customer need a that levels realy value.” In Sugar, the Hico tearm enjoys a single source of uth about its customers, increased data Integy, ancl improved intemal processes to P cee make sales, erkeling, end operations across To do all we are doing wil the organization more effcient every day. take us 15 percent more, expense processing, repo! understand how, IC Jim Glickman CMO, Hilco Valuation Services “appraisers, In deals -- to try. Pos TayMEET DEMAND WITH AGILITY INTEGRATIONS: Because Sugar enables process automation, Hico has controlled costs while pursuing new + HRand accounting systems ‘customers in the changing landscape ofthe asset valuation business Integrations alow for tracking and Today, customers expact more than just star who assigns value to tangil ivantory Se or intelectual property. They want a knowledgeable advisor who can help create value, and (ie eke A Re a even better, someone wth expertise n tel particular vertical ‘cena. Cost reports hp price ‘deals by developing a cost of sales “InValuation Services, we have citferent specialties and being able to coordinate across all factor that racks hours spent on those interests is much easier now that we have Sugar. When a new oppoduniy is created, 4 project and muting the hours ittels all those who need to knowhow to get involved.” Jim says bby rate for ach roo within the business. Also, cost reporting Stacking and cross-eferencing opportu via keywords i a ctcl facet n staying See en ompettve, sharing industry expertise throughout the organization, and presenting that ra er oa enowacge consistent to customers. Se oan ed “ita new opportunity comes up, ican put in keywords for similar lent and come up with «Heavily customized to integrate wth {few names of simier completed projects. From an industry standpoint, Sugar allows us to legacy database of asets ad track deals from a marketing perspective anda sales perspective, and that makes us look previous valiatons. Users access ssnar,” says Ed the dataoaso through Suge. The automaton value ~ from tracking project hous to creating reports on company ‘experience with a simfarcllent hen quoting new projects - improves the bottom Ine decks, "A bg part of ry business is beng able to lok back at simi projects and see ‘A big part of my proftebilty the houre thet went ito Rend the margine — and eduet cordingly for new business is being business. Tats alin the Sugar reports | can generate: erievoloarneckat ‘The savings on stat overhead is signicant with Sugar similar projects and “To doll we are doing without Sugar would tako us 18 percent more people appraisers, 6 profitability - the ‘expense processing, reports on deals o try to understand how preductve ourdealshave ours that went into it Seen clon ays and the margins - and Perhaps the most ange benefit fhe Suger‘ectaied automaton srefectedinstefhous. adjust accordingly for Ebsine no fonger spends 80 percent of her workweek doing data entry and, with the Sales: new business. That's ‘and Accounting tea sharing the same customer data ve Sugar, accountant Sandy Kim all in the Sugar reports row has everthing sho needs to nat the noice process tho momenta deal cose. iH 2 I can generate. “used to spend about an houranc-a-half each day doing data entry. Now, when a news Ed Zimmeriin ‘engagement is signed, the information is automatically inserted into the invoicing system. SRG ES eee ‘So an entire step has been erased for me,” she says, Inventory Group ‘Communicating custome information toa wider number of employees often leads to ‘additional information about a business.