IFS APPLICATIONS™ FOR

CUSTOMER
RELATIONSHIP
MANAGEMENT
IFS APPLICATIONS DELIVERS

TRUE BUSINESS AGILITY

The most successful enterprises are those that are best equipped to adapt to
change and the challenges in the market. That’s why we created IFS Applications™
—to make our customers so agile they would view change not as a threat but as
an opportunity.

IFS APPLICATIONS:
• delivers true business agility and the flexibility to work the way you want
• lets you capitalize on change, enabling you to move quickly, act globally and
benefit from innovative technology
• is easily configured to match the specific requirements of our customers.
It reduces the need for customization and can easily be modified by those
closest to the process
• is built on industry standards so customers are not locked into a particular
technology
• can easily be implemented, extended and upgraded thanks to its component-
based and layered application architecture
• is arguably the most user-friendly enterprise software on the market
• brings you closer to your business, giving you unprecedented vision so you
can turn opportunities into revenue
 CUSTOMER RELATIONSHIP MANAGEMENT 3

THE AGILITY OF CRM

—THE POWER OF ERP
IFS CRM™ is embedded into IFS Applications™ to give you the best of both worlds when it comes
to customer lifecycle management. You get the flexibility and the dynamic extensibility of a CRM
solution with the structure and control you’d expect from globally leading enterprise software.
And you get it all in a single interface. This means, for example, that data quality is always
optimized and up to date, so you can make business decisions based on real-time statuses.
So whether it’s lead management, marketing campaigns, business opportunities, sales
quotation and contracts, invoicing, or any other aspect of the customer relationship cycle, it’s
all at your fingertips. And you easily can handle e-mails, appointments, tasks, etc. within the
solution, tightly integrated with your e-mail system. Moreover, if you want to add any specific
features to increase efficiency or streamline processes, such as business analysis or document
management, you just pick them from IFS Applications—everything you need is there.
Embedded CRM, like the rest of IFS Applications, focuses on configuration rather than
customization to put the power to individualize the application into the hands of those who
benefit most—the users. IFS CRM gives your sales force a greater chance to do what they’re
being paid for—to sell—and to do it more efficiently.

AND NOW, A FEW NEGATIVES… … AND QUITE A FEW HIGHS

With embedded CRM from IFS, there are: • Higher return on your investment
• No integration costs • Higher levels of user acceptance
• No costs for buying and running a separate server • Higher levels of transparency
• No separate software … A COUPLE OF LOWS… • Higher levels of traceability
• No extra implementation • Low learning threshold • Higher degree of flexibility
• No extra license fees • Low TCO • Higher customer satisfaction
4 CUSTOMER RELATIONSHIP MANAGEMENT
EMBEDDED CRM—GIVING YOU
Almost all CRM products on offer in the market today
offer comprehensive support for sales automation.
They come, however, with a major drawback—they
are delivered as built-on products that integrate back
to your enterprise software, your ERP solution. As a
result, they cost more and tend to add complexity to
your processes. Implementing them can take time,
and users have to learn yet another system and work
in yet another interface. In addition, integration is
often limited, and there’s a risk that data quality
will be low—and therefore less trustworthy.
Embedding CRM into the ERP solution removes all
these pains and makes it easier to manage the
customer lifecycle.
SEAMLESS FLOWS, GREATER VISIBILITY
IFS Applications brings you Embedded CRM to
erase the borders between ERP and CRM. What
this means in practice is that users require only a
single solution and a single interface to manage
every aspect of your customer relationships—from
the first point of contact from lead to prospect right
through to the ongoing care of a mature customer.
The single user interface means there’s no need for
users to log into separate CRM and ERP systems to
find the information they need to make the right
decisions. If the information is in the CRM solution,
then it’s also in your back-office enterprise software,
and vice versa. What’s more, because there is no need
to integrate and synchronize two separate systems,
the data is up to date and accurate, so decisions
made are based on the status as it is now, not what
it was hours—or even days—ago.
LOWER TCO
Embedding CRM is not just matter of making life
easier for your sales force and customers by
enabling them to work with accurate, real-time
data. It saves you time and money upfront as well.
For example, you avoid the cost and risk involved
in time-consuming integration projects, which are
never quite as seamless and user-friendly as they’re
made out to be. You also improve your total cost of
ownership (TCO) because your employees only
have to learn one user interface so no lengthy training
courses are required and the learning load is greatly
reduced. And there’s no need for new environments,
separate servers, and separate license fees, which all
add expense and complexity without necessarily
adding benefits. With only a single point of access,
your CRM and ERP processes become much less
complex and less costly.
EASIER UPGRADES, OPEN ARCHITECTURE
Embedded CRM saves you time and money in
another essential area as well. Because the software
is part and parcel of IFS Applications, it follows the
regular upgrade paths. So when new releases or
service packs appear, you know your CRM soft-
ware will follow suit—and there’s no separate,
integrated software to worry about. Moreover,
IFS is growing its ecosystem of product and service
partners. With CRM functionality embedded in
IFS Applications, you get automatic access to the
enhancements provided by them as well.
Just because IFS CRM is fully embedded it
doesn’t mean you can’t add other features. It’s IFS
Applications, after all, so openness is guaranteed.
If you need, or simply want, to add third-party
applications, then feel free to do so.
 CUSTOMER RELATIONSHIP MANAGEMENT 5

U THE BEST OF BOTH WORLDS

IFS LOBBY™
Your sales force is hired to do one thing—sell! And they should be able to do so as efficiently and
professionally as possible. One great help is IFS Lobby, which allows users to collate essential
information from a variety of sources into a single configurable view. Two predefined lobbies are
already available—for the sales manager and for sales reps—but some of our customers are
already creating and configuring their own.

TOUCH APPS—ALWAYS ACCESSIBLE

The IFS CRM Companion™, a member of the IFS Touch Apps™ family is an offline app that enables
you to access all synchronized data at any time.
6 CUSTOMER RELATIONSHIP MANAGEMENT
SALES & MARKETING
+ CRM + ERP...
IFS CRM combines the flexibility and ease of use that
you associate with sales & marketing software with
the structure and control of an ERP solution, but
without the unwieldiness of having to go between dif-
ferent sets of software. This makes it so much easier
for you and your staff to manage the entire customer
lifecycle.
CUSTOMER LIFECYCLE MANAGEMENT
Customer lifecycle management is a critical process
for anyone who claims to offer real customer service.
IFS CRM features a number of new elements, such
as leads management, and also offers expanded
enhanced elements such as improved means of
handling customers and contacts. Now you get a
LEAD PROSPECT
LEAD CONTACT
CUSTOMER LIFECYCLE MANAGEMENT
BUSINESS
SALES QUOTATION
OPPORTUNITY
SERVICE QUOTATION SALES CONTRACT CUSTOMER INVOICE
QUOTE TO CASH
comprehensive overview and complete visibility
from lead to prospect to customer all the way until
the relationship is terminated.
QUOTE TO CASH
Another strong feature in IFS CRM is the quote-to
cash-process. Now with added business opportunity
capabilities, you can register and administer your
business opportunities efficiently. As you develop
the opportunity, you can create service quotations,
sales contracts, sales quotations and/or customer
orders. Once you have the order, you can continue
with invoicing all the way into accounts receivable.
The entire process is fully transparent to all who
need to access it—and you can be sure the data is
accurate and up to date.
END
CUSTOMER CUSTOMER
CUSTOMER CONTACT
ACCOUNTS
CUSTOMER ORDER
RECEIVABLE
PAYMENT
 CUSTOMER RELATIONSHIP MANAGEMENT 7

...= EMBEDDED CRM

EVERYTHING YOU EXPECT FROM CRM…
Combining as it does the best of sales & marketing
functionality with typical CRM-ware, IFS CRM
ensures your sales force has the tools it requires to
handle efficiently the daily tasks related to the sales
process.
…WITH EVERYTHING YOU NEED FROM ERP
Need project functionality? Just add it from IFS
Projects™. What about skills & training? Or recruit-
ment? Just take what you need from IFS Human
Resources™. In fact, whatever IFS Applications
offers can be used in tandem with IFS CRM.

COMMON CRM FEATURES GENERIC FEATURES

• Business Activity • Lobby

• Marketing Campaign • Custom Objects
• E-mail Add-In • Events
• CRM Access • Data Migration
• Business Calendar • Talk
• CRM Companion • GIS
• Pipeline Chart • Document Management
• Integration • Query Builder
• Business Intelligence
• …
ABOUT IFS
IFS is a globally recognized leader in developing and delivering
enterprise software for enterprise resource planning (ERP), enterprise
asset management (EAM) and enterprise service management (ESM).
IFS brings customers in targeted sectors closer to their business,
helps them be more agile and enables them to profit from change.
IFS is a public company (XSTO: IFS) that was founded in 1983 and
currently has over 2,700 employees. IFS supports more than 2,400
customers worldwide from local offices and through a growing ecosystem
of partners.

For more information about IFS, visit www.IFSWORLD.com

AMERICAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +1 888 437 4968

ARGENTINA, BRAZIL, CANADA, ECUADOR, MEXICO, UNITED STATES

ASIA PACIFIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +65 63 33 33 00

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AUSTRIA, BELGIUM, GERMANY, ITALY, NETHERLANDS, SWITZERLAND

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FRANCE, IRELAND, PORTUGAL, SPAIN, UNITED KINGDOM

MIDDLE EAST AND AFRICA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +971 4390 0888

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DENMARK, NORWAY, SWEDEN

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ESTONIA, FINLAND, LATVIA, LITHUANIA

En4983-3 Production: IFS Corporate Marketing, October 2015.

www.IFSWORLD.com
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