Total Client Management for Not-for-Profit Organisations

CRM & Beyond...
EFFICIENCY takes Customer Relationship Management much further than standard systems. Let us tell you why…

Business is a term used for activities performed by organisations to provide products and services to its market with efficiency to create a profitable organisation and benefit customers.If the "Where, What, Why and How..." analysis is applied to any business, the entire business concept can be group into these general components:

EFFICIENCY is designed to meet the Objectives by managing Organisation, Market and Customers and Transactions components of any business as a single source, seamlessly integrated to core Financial, Office and Communication systems.

EFFICIENCY provides the tools to access and manage your business from a customer-centric angle and a business-centric one acting as the front end of your core financial and manufacturing systems (TOTAL BUSINESS MANAGEMENT).

EFFICIENCY has incorporated Customer Relations Management (CRM) concepts since 1988. Unlike most CRM systems it maintains and executes its own data and functions before feeding processed information into financial and production systems, especially the components of the business other than the customer related ones. Efficiency's objective is to increase the efficiency and productivity of enterprises at all levels. Its holistic, hands-on and ready-to-operate configuration immediately lowers implementation and consultancy costs and the cost of the customisations and system adjustments.

EFFICIENCY's parameter driven programming and database objects, make customisation and implementation changes quick and simple without any programming requirements.

13 years strong, continuously enhanced to maintain an edge on current technology and business requirements, if we have to follow the market trends and refer EFFICIENCY as CRM, it may have to be re-defined as CRM ON STEROIDS.

Brief Module Overviews

Business Integrator
EFFICIENCY should meet the client management, sales, marketing and service needs of any organisation. Business Integrator allows information flow between other business applications and Efficiency to fulfil its total Client and Business Management commitment.

Integration with ODBC compliant financial, internet and e-commerce, office and communications systems and real-time data flow from customer and prospect interaction points such as sales terminals, turnstiles, internet etc are essential parts Efficiency's information infrastructure. Efficiency uses Business Integration to achieve this task economically, effortlessly and effectively.

Analytics
Efficiency enables organisations to run reports and analyse business activities with the marketplace.

Actuals versus Budgets; Exceptions; Best and Worst Performers; Top 10 Donors; Business Customer Performance; and the Worst 10 Sales Product reports are at your finger tips and deliverable on demand. The users imagination is the only limit to Efficiency's reporting and analytic capabilities.

Client and Contact Management
Business continuously interacts with external contacts - always people. The nature of the interaction defines the contact type, e.g. customer, employee, family, donor, member etc, and usually the level of data kept in the system. Contact management is no longer considered a simple database where individual names and addresses are kept with a few notes added.

Efficiency maintains a multi-tier, multi-purpose contact and client management module, in any form and capacity, as part of its TOTAL BUSINESS and CLIENT MANAGEMENT concept. This provides a single view of contacts, suppliers, service providers and clients including the relations, sales, marketing, client service and any other interactions on individual, organisational and corporate levels.

Once entered, data is filtered and de-duplicated. Efficiency also automatically assigns contact and organisational structure to operating divisions as required automatically.

Activity Management
Executives (employees or volunteers) conduct business by performing activities such as customer contact, quotations, recording orders and customer support. Activity Manager is the 'heart' of total business and client management. Its exceptional design connects to every Efficiency module making Activity Manager the systems 'main engine'.

Activity manager creates and manages activity transactions, the 'foot print' of business relations, relating to that activity. Each Activity transaction belonging to executives, customers and contacts is date; time or alarm stamped and details relevant information, letters and documents.

Scheduling
While Activity Manager integrates and organises business activities and tasks. Activities without time specifics are categorised as tasks and those with time and durations are treated as appointments.

Appointments are displayed in daily, weekly, monthly and yearly calendar or in grid formats. The "days not available" for business can be maintained on multi-levels, from individuals to countries for various reasons. Group meetings can also be organised, resourced, re-scheduled, re-assigned and re-organised.

Each activity is time stamped when created and time stamped when completed, and the date and time of the next action recorded. Efficiency synchronises with MS Outlook, Lotus Notes and GroupWise schedulers, calendar details are automatically updated, and any changes in them are reflected in Efficiency scheduler thanks to Task Manager.

Workflow
Activity Manager can create supporting workflow templates and action plans to forecasted events or projects. "Action Plan" is creating future Activity Transactions from the pre-designed "Workflow" event templates to manage activities as they occur. Event definitions are prepared as individual events with appropriate business rules and activity defaults already attached them. In the Workflow Template, events can be assigned action types to determine how they are joined together.

Campaign Management
Efficiency's Campaign Management enables organisations to maximise the value of every B2C and B2B relationship. Interaction across all communication channels are integrated and analysed in real time. Efficiency Campaign Management enables better psycho- and demo- graphic customer segment profiles as each call, mail shot, order, quotation and sales record within each campaign are recorded as an Activity history record. There is flexibility to create unlimited campaigns with market definitions, media details, marketed products, and product groups in detail.

Efficiency facilitates high-level management control as estimated and actual results are accumulated under related campaigns ensuring future campaigns are based on successful past strategies. Full campaign review using analytic and reporting capabilities enable the effortless measurement of marketing endeavours.

Executive Management
Efficiency's Executive module maintains each executives private and employment details as well as availability calendar, job skills and training information. Each executive record can include an unlimited user defined fields and transaction lines. This extends the executive module to a mini human resources package. Executives belong to at lease one operating division, executive group, security access group, and executive team.

Each Efficiency activity registers the executive that performed the transaction as well as the activity's follow-up executive. Any module record, such as Quotations, Orders, Events, Customer Service Log or Transaction, Workflow or To Do Lists always belong to at least one executive. Standard activities or workflow events incomplete by a deadline escalate automatically to nominated supervisors. The mode of receiving the data by these executives is defined at executive levels.

Efficiency Executive Management delivers a powerful single view of all executive activities, Key Performance Indicators and Actuals against Budget targets. Efficiency's powerful reporting and analysis tools enables users to identify, analyse and manage every type of executive activity.

Mail Marketing
Mail Marketing Management provides a most effective way of sending information to your existing customers, clients, prospects and suppliers by bulk mail or bulk e-mail not only for the Campaign and Marketing tasks but also for any other requirements. Your marketing operations will be streamlined with improved work practices and profitability.

Mail Marketing allows you to automate and reorganise repetitive tasks, including targeting, call scheduling, scripting, request or order fulfilment, mail merging, recording response, reporting, generating proposals and bids, entering orders plus more. Efficiency will create, merge, cleanse and maintain mail lists for bulk mail-out. Mail marketing can be integrated with all major office packages on-line and more…

Document Management
Efficiency's Document Management is the most effective way of issuing customers, clients and prospects with documents, manuals, brochures, contracts, and promotional material. The ability to execute and analyse static, transactional, audio, video and graphical documents in real time so that comprehensive information is available inter-departmentally. Document distribution records, captured as an Activity, enable better customer service and increased marketing and sales opportunities.

Document Management can maintain the records of any type of documents and promotional materials used organisation-wide. It also keeps supplier, cost and stock information for each document, brochure and literature.

Vendor Management
Vendors supply product and services to the market place. Vendors that supply to your organisation are called 'Suppliers' and the vendors that supply to your clients and prospects are called 'Competitors'. Efficiency's Vendor Management Module holds all necessary information about products and services sold, marketed and maintained by suppliers and competitors.

When Efficiency is used with a financial system, the data in this module can be updated from corresponding tables of the Accounts Payable module. The update may be performed at regular intervals as a Batch update or instantly via live link.

Product Management
Storage and analysis of product and services data - static, transactional, audio, video or graphical - is unlimited. Efficiency's product management system allows management to design, execute and manage even the most specific tasks such as loyalty marketing, content management, catalogue maintenance, catalogue selling, e-commerce, and subscriptions.

Set sales targets for each product and analyse up-to-minute sales, marketing and service results campaigns, sales orders, quotations, and invoiced sales, periods and sales staff performances. Extensive cross referenced product information from vendors and ability to set a comprehensive special pricing matrix for a range of customers at campaign levels allows management to increase or maintain the target profit margins by reacting immediately to changes in customer and market demands.

Standard prices can be automatically updated from vendors as prices or exchange rates change. Recommended and minimum selling prices or gross margins can be automatically set based on specific business rules.

Sales Order Management
Efficiency Sales Order Management stand-alone or connected to financial systems. It compliments and enhances existing order entry systems by acting as its front end. Data is transferred to financial systems and usually all related modules are updated as dictated by business rules. Each sales order creates an activity transaction for the customer, contact and executive. Select products may be sold as part of loyalty marketing and accumulated points can be redeemed using the sales order entry module.

Efficiency's special pricing function calculates the selling price and applies to the line item automatically. Access or alteration of the minimum selling price, cost and standard price are protected at user levels.

Call Centre
Efficiency Call Centre creates and maintains all an entire organisations inbound and outbound calls, tele -marketing and -sales activities. During call centre activities, a single screen brings together data from all interaction points. Efficiency handles all call centre functions from a single view thanks to highly sophisticated programming techniques.

Donations and Lotteries
Most non-profit organisations raise funds in the form of pledges, donations, bequests, selling raffles and lotteries. Most functions require some form of "Bulk Contact"; Efficiency handles this within Call Centre. Activity Manager records activities and stamps them with the appropriate Campaign. Receive payments in any form, letters and receipts are printed or e-mailed, banking is processed and results transferred to financial systems.

Advanced campaign and marketing functions improves organisational citizenship by providing donors and prospects with appropriate information in time and by their choice of communication medium.

Produce lottery tickets, for distribution via volunteers or reseller channels. Each raffle and lottery can have multiple prizes and the system draws the winning tickets on the draw date.

Event Managment
Event Management is manages all aspects of events and venues. Efficiency automatically produces guest lists and invitations or by selection criteria. RSVP maintenance allows users to enter acceptance, apology or cancellation of attendance, and produces comprehensive guest lists and name tags.

Event payments can be received at various charge levels and loyalty points can be applied to events at sub events levels. The events item costs are accumulated and totals are transferred to your organisations financial applications.

Multiple To Do Lists for each event can be prepared to maintain the check lists for a successful event and a consolidated schedule of venue and facility bookings by event and event Splits can be produced for distribution to key event staff.

Task Manager
Task Manager integrates EFFICIENCY with other applications and information sources; it reduces costs and delivers benefits sought from advanced information infrastructures.

Task Manager monitors external databases for changes, replicates them to another database or to EFFICIENCY. It creates files for importing to other applications. Task manager sends email alerts to relevant people notifying them of critical events. It updates data and schedules tasks between multiple databases. EFFICIENCY Task Manager allows changes made in the source application to be reflected in the destination application according to predefined rules. Integration can be in either direction: updating EFFICIENCY from another application or vice versa, updating external systems between each other or creating bi-directional communication tasks such as e-mail, sms and Internet messages. Automated Communications and Marketing EFFICIENCY Task Manager can run scheduled e-mail and sms campaigns, automatically close the loops, update the records, and send documents.

Implementation and Integrity Champion
EFFICIENCY Task Manager finally puts integration firmly on the agenda for software implementation. It makes integration of various corporate applications quick and simple, and results in significant savings in resources and costs. Post-implementation, a single data entry point across corporate applications, such as change of address can be broadcasted to all the related applications, or checking the validity of the address entries into the system and creating address bar codes and keeping data across the whole organisation accurate and up to date.

Efficiency Features

Report Writer
The recommended report writer for Efficiency is InfoMaker because it allows full access to data for reporting, querying, and form design. Once a set of forms and reports are established, they can be bundled to create a standalone, royalty-free Windows application.

Graphs and charts can easily be integrated into OLE 2.0-compliant applications. Report can be produced as a HTML page, ready to publish on the web, or be saved in 'PSR' report format and distributed via E-mail without licence restrictions. Efficiency automatically saves the report in the user-preferred format or emails the reports to singular or multiple users.

Users can schedule the production of repetitive reports (such as quarterly sales by product reports).

Development Kit
While Efficiency can be customised, an optional 'Development Kit' is also available. This allows IT staff to easily modify, add, delete and change the field properties on the datawindows.

Efficiency uses the sophisticated datawindow object of PowerBuilder for almost all window and report presentations. The datawindow objects in Efficiency are identical to those that can be produced with the Report Writer or the PowerBuilder Desktop development kit.

Host Link Integration
A range of in-built objects allows seamless bi-directional data flow between EFFICIENCY and core ODBC compliant financial systems achieving Host Link Integration. The only requirement external access to the database is permissible.Host Link Integration ensures master data such as Accounts Receivable, Payable and Inventory and transactional data such as Order Entry, Service and Maintenance are entered once in Efficiency and sent to core financial system as required by the business rules. Host Link Integration usually results in a smaller number of core financial system user licences as most front-end functions, data access and reporting is performed in EFFICIENCY.

There is practically no limitation to which core financial systems Efficiency can "host". Currently available Host Link Integration objects in Efficiency system include:

For the supported host systems, Executive, Products, Sales Orders, Service Invoices, Vendors, and Suppliers modules are directly integrated.

Security
The system is embedded with an extensive security function operating at database, application and user group level, providing system administrators with necessary resources for full data protection.

User and user groups are defined and their permissions relating to database access and the executives and executive groups controlled which then controls the functional and application permissions. The user and user groups is a control mechanism to access the data, the Executives and the Executive Groups is the control mechanism accessing to the functions and processes.

Log-in Permissions
Both the database manager and the Efficiency Security manager control login permissions by user ID and password. This information can be cryptic, hidden or accessed through a Firewall.

Functional Permissions
Executives and Executive Groups can be attributed to various Access Groups, which are assigned to data such as client transactions, quotations, orders etc. Executives can only access data with the matching Access Groups. This allows horizontal data segmentation so the selected executive group can only access it. Executives can have limited access to certain functions such as cost prices, transactions of the other executives; maximum quotation values, or minimum sell prices.

DPID, PAF and Barcode Functions
Efficiency's Delivery Point Identifier (DPID) and Barcode Printing features optional and an additional license fee is payable. Sub-licensing from a selected AMAS approved software vendor enables this. DPID and Barcodes options include barcode font, allowing EFFICIENCY users to print barcodes in-house.

The DPID matches EFFICIENCY addresses against the PAF and every matched address in EFFICIENCY database is assigned a DPID, enabling barcode creation. It also amends address records, obtaining an exact match with the addresses contained in the PAF and assign a correct DPID. This assists to maximise bar-coded lodgement volumes and reduce postage costs.

Communications Link
EFFICIENCY links to most standard office and communication systems and databases as part of its Business Integration concept. The Task Manager can be used to expand the following functionality, which is provided as in built options:

Email
EFFICIENCY supports MS Outlook, MS Exchange, GroupWise and Lotus Notes email systems. Email messages are sent direct from Efficiency. Each email message is also recorded in the activity manager as part of the total client management concept. Task Manager can be set to record incoming email messages in the activity manager and to send bulk email.SchedulerEFFICIENCY scheduler can be linked to MS Outlook, GroupWise and Lotus Notes.

Office Products
EFFICIENCY links to most MS Office products. MS Word is used for mail handling and mail merge functions. Any other office products are accessed via OLE integration.TelephonyTelephony functions such as direct dialling and caller ID recognition are supported via TAPI interface.

Data Replication
EFFICIENCY supports multi-tier data replication between the various EFFICIENCY databases in the enterprise. The extent and the functionality of the replication may vary from one database vendor to another.

Proxy Data Sharing
Efficiency supports the proxy data sharing between EFFICIENCY and other applications using proxy tables.

Web Access
Most EFFICIENCY functions accessible via Internet through your website. Customer details, quotations, orders, appointments, event booking, price enquiries, transaction enquiries and much more can be accessed using these objects.

AVA Systems Services

AVA Systems Pty Ltd aims to provide its consultants and customers with a framework can implement and enhance EFFICIENCY by - to exceed customer expectations. The EIM and ECM are continually upgraded and updated based on our product extensions, as well as recent implementation experiences and best practices and are used in all implementation and change management projects.

Vision Management
Vision Management manages changes in customer business environment during the implementation phase and results in the easy adaptation during the operational phase. Vision Management starts with extensive brain storming as part of the Implementation Methodology and continues through every step of the Change Management project.

Efficiency Implementation Methodology
EIM covers the entire implementation lifecycle from system selection through to sign-off. It encompasses all activities that may take place throughout the life of an implementation process as:

One objective in providing this methodology is to ensure the customer understands the steps needed to implement EFFICIENCY, together with the resources they will need to allocate to the project to ensure its success. Another key objective in EIM is "Skills Transfer" to the customer.

Business Analysis & Design - Brain Storming
Our experts collaborate with the customer to understand their business, sales, marketing and customer relation's needs. This identifies and defines the appropriate structure that will meet their total business and client management and reporting requirements. Once established, these concepts ensure the correct data is recorded, transferred or related on each transaction to allow for its' easy analysis.Here, the customer business requirements and business processes are defined and documented. Any system integrations with EFFICIENCY is described and documented through the EFFICIENCY Business and Data Model and all the reporting requirements are defined and documented through the EFFICIENCY Business Model. Without emphasising this, the project can easily become very unstructured and it may not respond or only partly respond to the real business requirements.

Training the Trainers and Supervisors
The second most important phase is Training the Trainers and Supervisors. The objective of this exercise is to enable the customer's Implementation Team to carry out the design and implementation of EFFICIENCY with consultancy support from the EFFICIENCY Project Team and to be able to train the day-to-day users. Super Users receive an appropriate level of training to enable them to take responsibility for the set up of their modules, database maintenance and produce ad hoc reports. Ultimately, implementation remains the customer's project and they determine when EFFICIENCY goes live. However, the customer must always get quality guidance and feedback from our Project Team to ensure the project meets the schedule and expectations. We provide a range of training, consultancy and installation services to assist the customer in this process.

Efficiency Change Management
ECM covers the entire EFFICENCY lifecycle from the implementation project sign off onwards. In a changing business environment, key performance indicators need monitoring and modifications to business rules made to suit an ever-changing market. In order to support these change requirements and respond swiftly and efficiently. Some changes in EFFICIENCY set up, user interface or reporting may be essential.

Taking advantage of EFFICIENCY's analytical abilities, your organisation will be able to achieve a competitive advantage through change and development. ECM will support you through those changes, with clear documentation at every step of the way.

Customisation
All customer enhancement requests are recorded and analysed by our development and marketing teams and their level of impact and global benefits are assessed. If the enhancement relates to a specific business rules or a trade secret, it is classified as customisation and provided to the customer accordingly. On the other hand, if it is potentially a contributor to the product functionality then it's included in the enhancement program and is released within 6 months of the request date. Fast tracking is available to customers requiring enhancements before the scheduled release date (a small fee is payable).

Efficiency is implemented on the base of the Basic CRM Package which includes System Manager; Supervisor; Reports; Company; Contact and Client Management; Activity Manager; and Workflow modules. Each additional module is chosen by the customer to suit their business requirements. Essentially, Efficiency Clients have all customised their individual applications.

Efficiency Training
Common elements of all EFFICIENCY Training Courses include introduction of principles and structure, central elements and terminology of EFFICIENCY. The courses are designed to train users on EFFICIENCY's many functions purchased modules.

The standard EFFICIENCY course is typically tailored to trainers, super-users and administrators of the organisation. Specially designed and tailored end user courses are also available. Courses are usually conducted on the customer's premises using the real data in training mode.

Efficiency CRED
CRED is Efficiency's unique software maintenance and annual upgrade policy, which provides significant user benefits. The software maintenance program is designed to provide significantly more than functionality, speed, accessibility and simplicity.

CRED, (Correction, Research, Enhancement and Development abbreviated), includes: program corrections; continued research into the most recent and emerging technologies; enhancements resulting from AVA Systems research and user-group contributions that ensure Efficiency continues to create and sustain a competitive edge in business; and routine development of Efficiency such as using the latest version of development tools and database technology.

EFFICIENCY software versions are usually supplied on CD-Rom quarterly for minor changes and half yearly for the major enhancements.

Efficiency PPSC
Pre-paid support agreements allows clients an interim period, typical 90 days, after 1 - 2 staff are fully trained and designated to request support from AVA Systems. This streamlines the clients' internal support function and ensures internal staff can answer queries while an internal knowledge base is being accumulated.

AVA Systems logs all support items in Efficiency's Support Module. Every support item receives a CSR (Customer Support Request) number. Clients are provided with a quarterly CSR report which provides a listing of all questions, the result and the time spent on these questions.

Pricing
Efficiency is implemented and operated at a much lower total cost of ownership by far in comparisons to any other mid to high range CRM product because Efficiency's:

• software license fee is based on the Australian Dollar. This creates an immediate pricing benefit up to 3 times over American and European software due to currency exchange rates;

• The current versions only development costs are to meet and exceed technological demands; the contribution of the development costs to the price of software is considerably lower than the competitors;

• current licence fee is based on the products natural evolution. Most competitor prices are based on the high return requirements expected from the high investments as part of the recent "dot.com hype" and/or the high cost effects of their globalisation based marketing and distribution efforts;

• advanced form of software maintenance arrangement, CRED, has been in use since the first release and the very low consultancy, implementation and customisation requirements which is typically many times more for US and European based recent CRM systems.

• parameter driven programming and database objects have been developed and refined over the years make the customisation and implementation changes very simple and quick without any programming requirements only using the database and form painters.

About AVA Systems Pty Ltd
AVA Systems Pty Ltd is a privately owned Australian company founded in 1987. The business objective was and still is to develop and market EFFICIENCY -Total Business and Client Management software system following the original conception in 1985 by the company's founder.

AVA Systems highly specialised team provides system analysis, design, development, support and training services to its business partners and end users of EFFICIENCY. Since foundation, its fields of expertise have been extensively channelled into the usage of Power Builder and Microsoft development tools and SQL databases in general.

EFFICIENCY has been successfully implemented by many organisations with a vast range of business interests including finance, distribution, engineering, non profit organisations such as clubs, charities, associations, service and maintenance and marketing.

Head Office

AVA Systems Pty Ltd

11-15 Falcon Street

Crows Nest NSW Australia 2065

Tel: 02 9906 3505

Fax: 02 9906 4424

Web: www.avasystems.com.au

New Projects Ahmet Ajara ahmeta@avasystems.com

Existing Projects Tim Buric timb@avasystems.com.au

More Information?
Some of our clients are more than happy to be provided a brief telephone reference only. Please contact us for referee contact details.For more information phone +61 2 9906 3505 or email us at sales@avasystems.com.au

For more information contact AVA Systems: +61 2 9906 3505 or sales@avasystems.com.au

Total Client and Business Management Solutions
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