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 Contact Management / CRM (Customer Relationship Management)

Customer & Contact Management




Accounting Integration

Mobile Business Solutions

Mobile Business Solutions

 Quote and Proposal Automation

Quote & Proposal Automation


 Reporting Automation

Reporting Automation

Stonefield Query
 Computer Telephony Integration (CTI)

Computer Telephony Integration

 Custom Development

Custom Development

Durkin Toolkit


Sales and Marketing Automation Systems for Growing Businesses

Customer Relationship Management (CRM)

Having a database to centrally locate all your customer and contact information is of benefit to most organisations. A CRM system will not only give you a single place to store the details of your organisations contacts but will allow you to collate all the related information that exists when dealing with people regularly such as file notes, tasks, reminders, email correspondence, plus much more. For organisations that aren't using CRM, the main benefits in the short term is a dramatic increase in productivity for all staff when it comes to contact management. Whether it be not having to re-type a contacts details onto a letter, through to having easy access to all email correspondence from all staff to a client, the time savings will be very noticeable.

After centralising data in a CRM system the next logical step for most organisations is to start leveraging the information for marketing purposes. Having a CRM system will allow you to segment your data in any way you require for future targeted marketing activities. Segmentation is often a simple process of recording what industry a contact is in, whether they are a prospect or client and the type of business they are. By having a CRM system will enable you to instantly select a group of contacts by any criteria that you would like to market to. The CRM system can then assist with the mechanics of marketing to these contacts. Currently, the most popular way organisations want to market to their database is with targeted email broadcasts. A Good CRM system will facilitate this as well as enable other types of marketing activities such as mail merging letters. 

With a CRM system being a critical piece of infrastructure for business it is important to invest in the right system. The Software we recommend for most clients is Sage ACT!. This software has been the leading Customer Contact Management Software for over 20 years and has of 5 million registered users internationally. Sage ACT! is award winning software and is widely regarded as being very easy to use. It is also a very capable and customisable application that can be configured to suit a variety of client needs.

To learn more about the latest version please visit our Sage ACT! 2011 product page. For more information on how we can assist you with your CRM needs please visit our CRM Services page.


Integrating marketing systems with your CRM database is a very effective way to improve the levels of communication with your existing clients and prospects. When it comes to Sage ACT! the most beneficial platform is a service called Swiftpage, also known as Sage E-Marketing. This service enables the broadcast of emails to your database without having to send them from your local computer. Like many e-marketing platforms Swiftpage is a web based solution. It's great benefit to business using Sage ACT! is that it communicates directly to the ACT! database. This means that when you select a group of people that you would like to send an email broadcast to, it is only a few clicks to select your template and then the broadcast is sent. This avoids all the extra steps of exporting data out of ACT! and then importing it into another 3rd party e-marketing service. In addition, Swiftpage will report on how effective your broadcast was by monitoring information such as which recipients opened the email, how many times it was opened and what links were clicked on.

Learn more about Swiftpage and get a Free 60 day trial

or get information on our Swiftpage Training course.

Quote and Proposal Automation

For many organisations, creating quotes and proposals is a time intensive, non-standardised and complicated process. It's often the desire of the owners or managers of the business to want sales staff to add Sales Opportunity information into their CRM system. The difficulty is that it makes an already time consuming, complicated process more time consuming. The benefit to a business of capturing Sales Opportunity information in their CRM system is that it is easy to ensure all Sale Opportunities are being managed effectively and there is the ability to provide some visibility to management of what upcoming business is in the pipeline.

A Quote and Proposal Automation system is the best of both worlds. It allows quotes and proposal to be generated much faster and in many cases at a higher level of presentation. It also allows for the Sale Opportunity information to be added to the CRM system with a click of a button. With the time saved in creating quotes and proposals sales people have more time to invest in the follow up their opportunities and management have more information in the CRM system to be able to analyse.

The Quote and Proposal Automation system we recommend to most clients is a product called Quosal. Whilst the name sounds unusual, it's just a merger of the words 'Quote' and 'Proposal'. The reason why this particular product is so effective for many business is it will simplify and standardise both simple quotes, but it is also very effective in doing the same for larger multi-page proposals.

We have been working with Quosal since 2010 and are the first Australian Certified Quosal Consultants.

Learn more about Quosal

If you would like to discuss how you can automate your quote and proposal processes and integrate with your CRM call 1300 799 064 or email info [at]

Accounting Integration

Linking your CRM system to your Accounting application can reduce a lot of double handling of data as well as make important historical client information available to staff without providing access to the actual accounting system itself.

Common tasks you will be able to do by integrating your CRM and Accounting systems include:

  • Create a client file in the accounting system from a contact record in your CRM system.
  • Create a sales order or invoice in the accounting system from an opportunity in the CRM system
  • View past sales history from the accounting system when view a contact in the CRM system.
  • Plus much more.

The two most popular accounting systems used by small business in Australia are MYOB and QuickBooks. Please visit our ACT! to MYOB Link and ACT! to QuickBooks Link pages for further information.

It is possible to integrate ACT! with other enterprise accounting systems. To discuss your accounting integration requirements please call 1300 799 064

Mobile Business Solutions

There is a noticeable shift in demand for many business people where their primary computing device is not their desktop or laptop computers but their mobile phone or tablet. In addition, these users are not always working from the office but using these devices where ever they are.

The challenge for business is to provide users the information and tools they require on the devices they are using whilst ensuring that everyone is using the same system and valuable corporate data is being collected and managed.

Most mobile users essentially need access to the core functions of the company CRM System. These functions will include a list of contacts and their phone and address details, Calendar and Task List.

There are a number of options available for enabling mobile access to the company CRM system. The two main products Evolution Marketing support to enable this access are Handheld Contact and 123 Synchronizer.

Automated Reporting

As organisations use CRM, more and more valuable information is collected. It then often becomes increasingly important for business owners and managers wanting to understand what is happening in parts of their business to turn to the CRM system. Whilst all CRM systems, including Sage ACT! have good standard reports and the ability to custom develop reports they are often not utilised fully for the organisation's needs.

It's been our experience that most business owners and managers using CRM use reports rarely, if at all. However, almost all agree that there is important information contained in the CRM system that they would very much like to know.

The two primary areas business owners and managers want to report on initially are usually Sales Opportunity and User Activity. These are good reports to run for mangers to run as it will tell them the information they need without having to ask. They are also good for the users as they don't need to stop what they're doing in order to provide a report to management.

The difficulty managers have is that sometimes they are not major users of the CRM system, or if they are, they are often so busy that stopping to run some reports from the CRM system is one of those jobs that can't be done as often as they would like. The solution for some businesses is to delegate the responsibility of running the reports back to the users or to a member of the admin team. Even still, this is still a time intensive task that isn't always done as often as intended. Whilst admin teams are particularly good at handling these tasks, the still take holidays and sick leave occasionally.

The result of this is that most organisations would describe their level of reporting as either non-existent or minimal.

The alternative is to remove the involvement of your staff in the running and delivery of these reports and automated them. To achieve this we recommend clients use Stonefield Query. By designing the reports in Stonefield it is possible to report on just about anything in your CRM system and then automate the running and delivery of the report.

By introducing Automated Reporting it's possible to transform you're reporting from minimal to optimal. This is done by establishing what information needs to be reported to whom, at what frequency and by what method. A simple example could be a weekly email delivery every Wednesday at 8 AM to the Sales Manager and Managing Director of all Open Sales Opportunities sorted by Sales Person as a PDFattachment. Additionally, the Sales People could get the same report, but only including their Sales Opportunities, delivered the day before, giving them time to make any adjustments prior to management receiving their reports.

Computer Telephony Integration (CTI)

Most phone systems are capable of directly communicating with the company CRM system. Integrating these two important systems can provide businesses with a more efficient process for making calls. Considering the number of calls your staff may make in a year this small time saving can add up to a lot of time for more productive endeavours.

CTI will also ensure more of your companies ingoing and outgoing calls are logged in the CRM system. This means that when looking up a contact, a more accurate record of past interaction is present, giving you a better understanding of what has taken place with the client relationship previously.

Better customer service is also a benefit of CTI. When callers ring your business it is possible to have software reference the caller's phone number against your database and display the name of the person or company that's calling in.

Custom Development

A CRM system will provide a platform for managing information about your Contacts, Companies, Activities, Notes, Histories, Groups and Opportunities. However, there is sometime very important information that you might like to also record in your CRM system that you are currently managing separately.

This information could be for Equipment, Jobs, Service Calls and Projects or just about anything that you need to record separately in a spread sheet. The benefit of recording this information in the CRM system is that all necessary staff has access to the data when working on a contact record.

With Sage ACT!, Evolution Marketing primarily use Impact for ACT! by Durkin Computing to develop custom solutions. Impact for ACT! enable fast, feature rich development to take place.

Evolution Marketing has extensive experience in developing Project and Job management systems as well as custom solutions for industries. The advantage of custom developing an application like Sage ACT! with Impact for ACT! is that all the core functionality has been developed, and there remains an ability to develop flexible, custom solutions to meet individual client needs.

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Happy Clients

Here's a small sample of the results our clients have experienced with Sage ACT!:

Craig Murray ACT! Testimonial"It’s important for our sales staff to record what they do and say and for that information to be easily accessible by whoever needs it when the client calls or when we call them. The fact that it is everyone’s emails and everyone’s notes and everyone’s diaries all linked in together means we can see what has been happening. Our database is an extremely important system for supporting our clients and nurturing our prospects."
- Craig Murray - National Sales Manager - Bainbridge Technologies

alyssatait-thumbnailI didn't realise how clunky my old CRM system was!  ACT! can do absolutely everything I could ask for in terms of not only client relationship management but also marketing and business success.
- Alyssa Tait, Equilibria