We are a marketing agency that specialises in doing target market research, email and direct marketing for ICT companies in Australia & NZ. We have build databases for each of our clients (currently 5) in separate instances of Zoho CRM and use individual Zoho Campaigns accounts for email marketing for each account. Each account sends many different emails to different subgroups of contacts each day, and Zoho is not capable of tracking more than 5 campaigns each day. So we have elected to move from Zoho to SugarCRM, and need assistance to decide how best to use SugarCRM for what we do, set up Sugar, migrate our current databases to the SugarCRM instance (and de-duplicate the data), and potentially support us in further development and setting up new clients as they come on board.
Some of our ideal requirements are:
• A single instance which will house data for a number of different clients and many contacts are shared between multiple clients.
• Our users work on multiple accounts, using different logins (currently 3 remote staff, myself and 4 customer users, new accounts will require at least 1 user for us, and 1 for the customer).
• Emails run in series ('tracks'), scheduled regularly, say 14 or 30 days apart. Each client's contacts are put into 1 or 2 tracks at a given time and get the next email in the series whenever that comes due for them. Ideally, contacts may 'pause' and 'resume' on a track, from time to time, or be removed from a track, or added back into that track in the middle (where they were removed).
• Emails will need to be sent from different accounts and email addresses and verify (SPF/DKIM) against different client domains for different clients - generally one marketing identity per customer account, but more may be required.
• Each email needs to be tracked and recorded against each contact, so we have a clear record of exactly when each email was sent to each contact, what it looked like, whether it bounced, was opened, clicked on, marked as spam, etc
• Emails are sent as HTML files and include click-through links to landing pages that are generally on WordPress or similar websites, which capture identity data embedded in the link's query parameters, and serve download content, and we need to capture the click-through and download in the CRM (manually, via an email from WordPress, currently - and that's ok).
• Clients might or might not be allowed to log in to the CRM, depending on how well accounts can be isolated - looking for advice on this, given how we will be handling the shared database.
• Need to maintain a potentially large number of messages and tracks across the different accounts - each account has a minimum of one track of emails, and each track will have additional emails added onto the end of it, to keep material flowing to all contacts when they near the end.
• We have an odd messaging structure, effectively sending every message every day, to small groups of contacts, because of this style of messaging in tracks on a daily basis.
• Capturing and managing open and click tracking (and potentially downloads, if that can be done through Sugar) is a priority, and we need to maintain a record for each contact of every communication they've received, and whatever information we can gather about what they've done with it (open, click, opt-out, download, whatever).
• We would prefer to do the emailing and click-tracking from within SugarCRM's Campaigns module, as we have had endless problems with database synchronisation between external email marketing tools and the CRM itself, and found this to be very limiting and unreliable (at least with Zoho!).
• We would prefer to use the basic functionality of SugarCRM rather than customising it or developing new add-ons or modules, and if we have to make some changes to the way we operate, this is likely to be preferable at this point.
• Plan to move Crosscut Bay's own database across first, then add one client, then other new/existing clients in series until we've got the whole mess in one comprehensive system and can add new clients to the single system as they come on board.
• There are probably around 25,000 contacts, though that's a very rough estimate because many contacts appear in multiple client databases. Looking for advice on how to manage contacts that are messaged by multiple clients, who should not see each others' messaging streams. Ideally, though, we would want to change addresses once for a given contact, or at least be able to flag changes required, if we need to keep multiple copies of a contact record.
• There will be a considerable duplication of contacts between client databases, to be merged when we upload each client database.
• We generate reports per-client, weekly, showing the number of contacts in their database, the number that are in each messaging track (or none), have opted out, bounced, are being researched, etc, as well as all the message's performance (send, delivery, open, click, download), and would like to track some history of this information as well.
• We are likely to need ongoing support for additional developments, adding new customers, etc, so we are really looking for a partner in maintaining our CRM system.