Sage CRM

Sage CRM One-User Install. Although I have been working with Sage/MAS products for many years, I just recently had my first client inquiry about Sage CRM. They currently use Salesforce (unintegrated), but think it's too expensive. The owner would like to run the ""Free"" version of Sage CRM to see if it would be worth moving over. The client sent me the two-page ""Setup CRM for a New Company"" out of the Sage help screens, inferring ""How hard can it be?"" I responded with, ""Well, I'm pretty sure that SQL Server and IIS also have to be configured for CRM to work."" My client is presently running Sage 100 2016 Standard PU3, with Sage Payments and 4 Users. They have Windows Server 2012. Would any of the Sage CRM experts have a very ballpark range on a typical installation in hours? Anyone interested?

I had a very (very) similar call last week. Only the IT guy found out how hard it could be. I find that 99.9% won't pay anything to go through any type of CRM pilot testing, You could have better luck than what I've had. I give them Peter's phone number and 80% never call and then I get a call in 6 months about how CRM is terrible this & that, how they couldn't figure out how to get it installed, tried to do it themselves, etc, etc, etc.

With a starter CRM installation, you can use SQL Express. Do they want it integrated with Sage 100? If so, how many companies in Sage and customers in AR? Do they need email integration or just ability to take orders in SO? Remote access required? Problem is, you still have to do all the work to get one user configured. I'm no CRM expert, but did manage a 15 user installation (along with a 30 user Sage 100 Advanced)... and it wasn't too bad. Might want to give it a try, even if you have to eat some time doing it. The biggest challenge here would be data conversion from Salesforce.

@ThereseLogeais @JohnWilder - Did you guys just have this type of inquiry?

One company, ""Yes"" to integrate with Sage (if not, why bother?), about 600 active customers. Probably not email integration. No remote access at this time.

@MarkKotyla the scars from my consulting career are saying ""Listen to Wayne!"" My attention deficit is saying, ""Maybe I should install the CRM, and eat some time. How long could it take?"" Any approximation on how long it could take? I've installed SQL Express a few times. I'd probably rely on help from client's outside IT group for IIS config.

Would you try to install Sage if you had never done it before? And once (if) you get it installed, how are you going to train them to use it effectively? Not quite sure I would call it intuitive for a newbie. If you have plenty of time on your hands and a high frustration level, go for it!

Chris, I understand. If you don't expect to do this more often, then no sense in starting. I had just completed my CRM cert when I made the decision, and was drinking the Sage CRM Kool-Aid then. I recommend doing the install on a shadow Sage 100 installation (separate PC), not the production system. I'd wait until you hear back from someone in the know, but estimate a 1 user install/configuration/integration, excluding training, to take 8 hours.

@MarkKotyla or anyone...if you set up a one-user install of SAGE CRM using SQL Express, integrate with SAGE 100, and ""fill in"" the required data in both SAGE CRM and 100c. Are you able to install MS SQL Server at a later date without losing any of the previous work with SQL Express?

@MichaelMcDonald - yes - same as moving to a new server

@MichaelMcDonald For the 100c side, this assumes the initial CRM integration is on a production system.

@MarkKotyla ... got it. Thanks!

Thanks for the input everyone. Sounds like a referral to a CRM expert is in order.

One other note here, that's been only implied: this will not work unless executive management is very clear about what they want CRM to do *for them.* How, exactly, will it make their customers happier? How, exactly, will it simplify their internal work? How, exactly, will it make their users happier? I worked in the CRM world, mainly with Saleslogix (now Infor CRM), for nearly 20 years. I could NEVER get away from that truth. Nor from the truth that if the execs (owner or president) don't make all this very clear to the organization, it will not work. Salesforce is a good product, and it is pricey. So, if they aren't getting the value they need to justify its price, then they need to be very clear about where that value would come from, and what it would realistically look like. Sadly, CRM systems look really easy. They really do excite some people, but usually these are the people in the organization that won't have to use it. It also relates to the fact that in most organizations the operations and financial sides of the house completely underestimate the sales and service employees jobs, tasks, and how hard or easy they are. If they won't spend the time to talk to Peter, or pay you a modest fee to help them understand their goals here, then don't get involved because it will not end well for you.

@JerryNorman Well said.

CRM has a high failure rate. I've heard between 40 - 70% of projects fail - meaning that they aren't in use 12 months after the initial investment and go live. I think @JeffSchwenk said it well - would you pick up and try to slam in MAS if you didn't know it just because a publisher claimed it's easy? Most of us would say no to that. CRM, in my opinion, is a bigger challenge than ERP because even if the ERP implementation isn't perfect, management is going to tell everyone to suck it up and use it. In most CRM implementations, we find that the VPs of Sales can be easily distracted / not care if their team isn't using it. That's the problem with the ""free user"" - there is no skin in the game, there is no investment, and management can believe they can just turn it on and get going. Pro-tip: nope. I used to do a quick start, cheapo program. It led to heartache for everyone involved. I'll leave you with this: 1. We currently charge $4000 for CRM installation. That includes installation, configuration, integration with Sage 100, integration with email, integration to web server, testing, and a few more steps that I'm forgetting. How long does it take? Usually not that long but we've learned to charge the $4k to get the management team's attention. I have been known to discount it once I have their attention and if they get serious. 2. For 5 users or less, unless they have a burning need and high value with getting Sage 100 data in to CRM, I would steer them to Act or Zoho or Pipedrive or one of the hundred low-end CRM packages on the market. Sage CRM is a great product if there is a need for Sage 100 integration. If there isn't, there are other simpler, basic, low cost, easy to use / learn CRM packages on the market. I'm happy to answer specific questions. We've complete 150 Sage CRM + Sage 100 projects over the last 7 years and I've learned some ugly hard truths and I'm happy to share.

Thanks Peter, and again to everyone for the valuable input.