Business Process Management and Re-engineering


Business Process Management and Re-engineering is a new concept when it comes to developing countries. Many a times a successful business is a result of sheer multi tasking of the owner. Rather than a streamlined set of activities, the business is run in a fire fighting mode where every day comes up with new challenges that are handled on an adhoc basis by the people in the management.

It is indeed a miracle that several large businesses in Pakistan are able to serve their customers and maintain healthy relationships with them without proper processes. The usual solution proposed to these businesses is getting a CRM system which can iron out all inefficient processes and miraculously bring ‘change’ in the organization. Whereas many CRMs come with a promise to accelerate customer relationships, a key success factor is often overlooked.

A CRM can only be as effective as the underlying processes that back it. In case there are no processes behind the CRM, the CRM stuggles to bring any improvements to any part of the organization. Many present day CRMs have tried to handle this by adding Process Engines to their existing architectures. Acting more like after-thoughts, the process engines add another layer in the CRM doing some good but often come in with a reduced ability of introducing processes for sales, marketing and services. The end result is poor utilization of process management and an ever lasting frustration for business users not to mention lost ROI.

Bpm’online is the only CRM that boasts process management and design at its very architectural core. With the complete CRM designed around the process engine, bpm’online fits right into any organization and cuts down effort usually required to adapt the other CRMs. Based in Lahore, we are ready to introduce bpm’online to businessea spread all over Pakistan i.e. Lahore, Karachi and Islamabad. Please contact us to learn more about how your business can quickly become streamlined and profitable.

CRMs for Universities

CRM’s in higher education bring a lot of value for all stakeholders. Universities like to have a firm understanding of their current and prospecting students and what they are thinking and feeling. Dynamics of University-Student relationship is very complex and very different from a typical vendor-client relationship. Universities like to keep an eye on things like whether the marketing is attracting the right students who are then being enrolled in the right programs. Eventually they prefer those enrolled students graduate after completing the program with good standing. To be honest this complete semester/1 year/2 year/4 year or 6 year relationship is impossible to track without good CRM.

There are typically several touch points with the student, starting right from an Education fare where the student first learns about the institute down to student being an applicant and then an enrolled student. As alumni the graduates have great value for Universities who want to approach them for funding or helping current students.

Tech Implement brings a lot of indepth knowledge of education and CRMs in Education. To learn more about our services, please contact us on


Simple BPM Online CRM for Better Lead Management

Transforming leads in to loyal customers is what makes you competitive and successful in the current marketplace. We can help you achieve that. It’s time to depart from intricate customer relationship management software that comes with precipitous learning curve. With BPM Online Lead Management System, make intelligent investment decisions and prove the impact of your advertising efforts on your company’s bottom line.

Never Miss A Thing With Automated Lead Management

It’s easier to follow leads with the right information. With BPM Online Lead Management in your corner, you’ll have access to all the right information to make a sale. With BPM Online Lead Management, you can see a lead active time span, key contacts details, what users looking at your website, any buying action taken by prospective users. You can see a complete user journey of how your connection with a potential customer has developed so far. Since it’s a cloud-­based platform, the information will be available to everyone from management to customer support.

Automate Your Marketing Efforts

BPM Online lead management capability includes both marketing and sales, thus you can have complete view of your sales funnel, following your leads from click to close. You can also recognize your most profitable marketing campaign and the audiences reach, enabling you to make new marketing efforts more efficiently.

Tailored CRM Lead Management Solution

At Tech Implement, we can easily deliver a tailored BPM Online Lead Management solution for a budget that suits your business needs. We understand that you need a practical CRM solution and we’ll use our industrial knowledge and profound sales process expertise to deploy A CRM solution in a way that will leave you flabbergasted, and your prospects even more so. Our expert engineers can solve any sales problem, and loves doing it.

How BPM Online CRM Works As A Sale Lead Management System?

  • Capture & Follow Leads

Capture and follow all lead details in one system and view

  • Automate Electronic Mails

Automatically connect e-mails with related leads & opportunities

  • Automatic Assignment

Assign leads and tasks to sales team automatically

  • Simplify

Make lead criterion, scoring, and conversion easy

  • Data Segmentation

Segmentation of data to create leads from your customer base

Top businesses around the globe have chosen BPM Online as their lead management system to better engage with their customers, lower sales costs and optimize their leads generation programs. Our success is in your sales. In current competitive world, sales and marketing tools necessitate proficiency to manage, modify and leverage. Tech Implement Lead Management team provides B2B marketers with the skill and solutions to generate sales and evaluate results. We’re the Lead Management Service you wish you had internally!

Where is everyone? Smart Lead Assignment

Very often Sales Managers run into lead assignment crisis. The challenge is to assign prospects to the most relevant sales agents. Relevancy of a Sales Agent is different to different managers. It may be the most knowledgeable agent or one with the best negotiation skills. Some times it’s about who can reach the customer sooner than others. It’s also about whether your favourite sales guy is available or not at a particular timeslot.

Imagine the ability to view all Sales agent locations and customers on Google map and working with that. The map indicating each customer with a color according to the stage they are so one knows simply by a quick glance which leads are cold, warm and hot.

Then imagine being able to assign the leads nearest or most relevant and available agent by simply doing some clicks – on the map again. On top of this knowing where in the calendar the appointment conflicts are, right on the map.

Here’s a quick snapshot of this.

Google Maps customers agents

To learn more about this and apply it to your CRM, contact us on info (at the rate of) techimplement (dot) com.

Customer Care Accelerator for Dynamics CRM 2011

Microsoft Dynamics CRM has been around for a long time now. Even though timely CRM upgrades in organizations are fairly common, it’s very often the case where organizations are still using CRM 2011. This may be because of budget limitations or simply the fear of not fixing-what’s-not-broken. Both are real world problems and have significance. The impact unfortunately is that end users never see the coolest latest features they keep hearing about in MS Dynamics CRM. The work efficiency stays the same and users may feel frustrated too.

Like many other new features of Dynamics CRM, the great innovation from Microsoft – the Unified Service Desk (USD) is not available for any organization still stuck with CRM 2011 simply because USD does not understand CRM 2011. Integrating telephony therefore is a challenge. The original version of USD called the Customer Care Accelerator (CCA) is not supported by Microsoft any more. So for growing business the choice is between a rock and a hard place i.e. Either to upgrade the version of CRM 2011 to a later version OR downloading an archived version of CCA and configuring with existing CRM 2011.

More often than not, the latter is the preferred option as it’s cheaper. This may cause a lot of headaches to the IT support staff because they will not find any help easily for CCA on the internet or with Microsoft.

However not all is lost. We have experience of working with CCA and developing highly customized CTI applications for organizations using CRM 2011. So the experience of end users is smooth and call centre agents have a greatly improved experience with a completely customized CTI tool.

Please contact us on to get support for CCA – info (at the rate of) techimplement (dot) com.

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The 7 Most Iconic Improvements in Microsoft Dynamics CRM 2016

The release of Microsoft Dynamics CRM 2016 has proved to be a benchmark in the development and progress of business industry. The new forum encapsulates several versatile features, overflowing with innovation and ease, which have rendered a great amount of luxury to the business community.

The version which has been regarded as “the most comprehensive upgrade ever for Dynamics CRM” encompasses improvements in intelligence, service and mobility along with meaningful productivity enhancements. Here are some of the most striking features of the new version.

1. Contextual Documents

The Dynamics CRM 2016 platform allows users to open various apps like OneDrive for Business, SharePoint and Office 365 for Groups, all within the CRM or the CRM mobile app.

2. Next Generation of CRM app for Outlook

The new version will improve email tracking and would ease out the process of adding contacts from within an email, with better mobile functionality.

3. Mobile Offline Support

Here comes one of the most delightful improvements. The older version of Dynamics CRM did not allow users to modify records while offline, however, the problem no longer persists. Microsoft has allowed the offline support in its own CB mobile CRM app, which has enabled the users to freely use Dynamics CRM on mobile even in the absence of an internet connection.

4. Improved Excel Experience

This incredible feature is particularly designed to help executives and sales team manage a sales forecast and calculate commissions in the CRM, without switching to Excel.

5. Personalized Sales Documents

Using the CRM 2016 version, the users can build the CRM-data based documents inside Dynamics. This precludes the need to extract CRM data for documents such as quotes, account summaries, orders or invoices in Word panel.

6. Cortana Integration

This is quite an interesting new feature. Microsoft wants sales activities, accounts and opportunities to be integrated in Cortana so that the sales people can see the most relevant things at a particular time.

7. Guided User Experience

The Dynamics CRM Online 2016 brings along an n-product and context based learning layer, which aims to expedite the learning process that comes with a new release. This would allow the clients to get back to their routine work much faster following the update.


The Do’s and Don’ts of Choosing the Right CRM

In the light of newly emerging market trends, having the best CRM in place is one of the primary factors on which the success of a business relies. Keeping this in view, some strategic guidelines have been worked out that not only help companies choose the best CRM but also keep them ahead of their competitors. Adhering to this framework and ensuring proper implementation would put companies on track for a steady growth.

DO: Take Time to Identify Your Requirements and Objectives

If your sales process is left undefined, then despite having the best tools, you’ll be at the receiving end. The key here is to determine your target market, establish a plan to get in contact with them and outline the necessary steps before closing a sale.

DON’T: Choose a CRM before Talking to Sales Team

It is always critical to take your sales team on board after having finalized your key requirements. It is better to ask them if they have any reservations on the current sales mechanism and get suggestions that can make CRM more effective.

DO: Consult Successful Businesses while Choosing CRM

It can be handy to consult successful businessmen and get their consent on choosing the right CRM. It is likely that they may recommend a consultant for this purpose who can limit your difficulties in CRM implementation and can also prove to be cost efficient.

DO: Consider the Mobility Needs of Sales Team

Never underestimate the needs of your sales team while they are on the roads interacting with customers. The on-field teams always require a CRM that eases their tasks with a customizable and intuitive mobile app and allows them to have full command on their leads.

DON’T: Limit Yourself to a Sales Tool

CRM does not merely takes care of your leads and sales; it also harmonizes your customer support and marketing. Ensuring that your sales team is fully aware of the ongoing customer discomforts and complaints, can strengthen your customer base.

DO: Plan to Train Your Staff on CRM

Since training is a vital component of CRM implementation, so you need to analyze and arrange suitable training sessions for the specific persons, and also ensure the availability of training material. In circumstances like these, arranging a key shareholder that can manage the company’s CRM can be helpful.

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How CTI has Transformed CRM Technology

Computer Telephony Integration (CTI) has given a new dimension to the world of technology by carving out ways that make customer experience even more pleasing. The way it links computer software to the telephone equipment has been admired by organizations for quite a while now. From answering calls to sharing data, it has added immense value to the overall standards of customer service and has proved to be a great success story.

A Transition towards Improved Customer Support

With a vast majority of applications built for call centers, CTI has already had a huge impact on CRM.


Call Center Benefits of CTI Applications

The call center industry has prospered after having updated their software with CTI applications, which have brought numerous benefits to them.

Dialing: Using the CTI software, the agents can log in as a call center agent and manage their state, (i.e. Ready, Busy, Break). Moreover, it also facilitates automatic and computer-controlled dialing (power dial, preview dial and predictive dial).

Screen Pops: One of the most striking advantages of CRM integration is that it personalizes the calls via CTI screen pops, thus reducing the call handling time.

Call Transfers: It identifies the callers by their distinct attributes, such as the phone number and the name, which allows calls to be transferred to the right agent.

Integration with most CRM’s: It’s prompt and out of box integration with Salesforce and with other Custom CRMs is another feature that sets it apart from many others.

Call Recording: The CTI software has also helped agents eliminate screen switching with an intuitive interface and record call details in the CRM.

Call Routing: The telephony integration allows the automatic routing of calls to a desirable destination based on a criteria which normally involves searching the caller’s number (ANI) or number dialed (DNIS) in the database.

Advanced Call Reporting: Using intricate data from CTI, it provides appropriate call reporting.

More Innovation with Unified Service Desk
An example of a perfectly designed CTI application is Unified Service Desk for Microsoft Dynamics CRM, which facilitates call center agents by building applications that give them a unified view of customer data stored in the Microsoft Dynamics CRM. The application accumulates information from different areas in CRM into the desktop to give you a complete view of customer interactions. In this way, the agents can access the business information instantly and interact with customers to handle their complaints and queries.

CTI…From Present to Future
These monumental benefits make CTI a robust tool in terms of providing dynamic call center CRM solutions. The increasing trends in efficiency and productivity are making it crucial for the businesses and organizations to ensure impeccable customer service from their ends. If this continues for a while, it is expected to unveil some exemplary customer support practices which would pave the way for the success of these organizations in the time to come.


The CRM implementation checklist for SME’s

The significance of having the right CRM installed in your business system is overwhelmingly high, regardless of the volume of consumers you have. A good CRM system is more than just a software as it serves as a bridge when it comes to strengthening your relationship with customers. However, the success of a CRM system relies on the way you implement it. Recent studies indicate that a CRM system, when utilized to its maximum, can surge the sales by as much as 29%. This certainly makes a strong statement indeed!

Below are some of the steps you need to follow to make sure that your CRM is implemented and utilized to its maximum.

1. Determine your CRM strategy

Before bringing CRM into practical use, it is always good to pinpoint your tasks or targets that you wish to accomplish, as well as the pathway for meeting those targets. Having said that, it is also advised to analyze your KPI’s so that you can continue checking your CRM’s success, and adjust them accordingly. As soon as you have developed a sound strategy, it should be shared with all the employees, so that they are on the same page.

2. Pick the right CRM for your business

Many hundreds of CRM systems have been designed to meet various budget requirements. No sooner than you have completely identified what you need in a CRM, go for the research and pick the one that best suits your needs.

3. Keep it Simple

To be able to use CRM for a longer period of time and on a regular basis, there shouldn’t be any complications involved in the process. It is better to train the employees in advance, on the functioning of CRM. The more complicated the process, the more hectic it gets for the employees to handle the tasks.

4. Listen to what your customers are saying

Take it as your responsibility to listen to what your customers have to say about your company. Moreover, carefully assess the complaints you have had from them recently, and see how they were settled. Also, in what ways can your new CRM prevent such complaints in the future? This customer centric approach will help you in shortlisting the areas that need to be focused with your CRM.

5. Integrate your CRM with other systems

In order to ensure an effective functioning of the CRM system, it should be connected with other frequently used systems or tools. Integrating your CRM this way would leave you with spare time and resources.

6. Create an internal guidelines document

No matter how strong your business is, you would ultimately have to save the unique specifications and guidelines of your CRM (such as data entry and new sale input) somewhere in your system. For an easy access, your company’s intranet is one of the best places to store this information.

7. Be specific in using features

Your CRM will bring you a whole lot of features, however, be sure to specifically use the features that find correspondence in your business and that smoothens the ongoing processes in your organization. It is always beneficial to consult with the team and establish your priorities.

8. Stick with essential fields
You can always strive to get the required data from your CRM, but in doing so, you cannot over burden your team with excessive and irrelevant tasks. No doubt, you would always want your team to be doing productive tasks for you rather than wasting time on typing trivial details in the CRM.

9. Make sure your hardware keeps up

One of the most significant things to be done is to ensure that your personal computers are regularly being updated, otherwise, it is expected that your CRM might run slow which adds to the frustration of the employees.

10. Evaluate

It is always advantageous to constantly evaluate your CRM and see how your business is getting benefitted with it. You can discuss it with your team to assess how well acquainted they are and what problems they face with CRM. This way, you can not only maximize its utilization but can also get desirable results.

SugarCRM email campaigns

The Checklist For Running Successful Email Campaigns In SugarCRM

The chronic issue of not being able to send emails from SugarCRM has annoyed many of the users and it simply leave people scratching their head. You are all set up to launch a fantabulous promotional emails campaign, the target list is ready, content prepared, template designed but when you hit the send button it simply refuses to send the message. Could it be worse? We know the feeling.

However it may not be SugarCRM’s fault, the problem could be at your end too. So here is a checklist you need to know for running successful email campaigns in SugarCRM:

1. You must set up the email that is meant for campaign in the campaigns module. Campaigns> Set up Email. If you’re not in the admin panel then it will probably take some time testing the configuration.

2. Check the Cron job settings. Is it set up in correct way on the server and running on time?

3. All the components in the campaign must be valid. The “status” and “Type” should be “active” and “Email” respectively. (Status-Active, Type-Email). All the Email marketing settings should be accurate in the campaign i.e. the time of the email and target list.

4. Make sure that you select the right “Type” for your target list. It must not be “Test”.

5. Now you’re all set to launch the campaign. Go to campaign and send emails.

For more information or queries about Email campaigns in SugarCRM, email us at

Happy CRM’ing