Integrate Your Private Equity CRM Right to Your Email

Integrate Your Email Inbox with Your CRM

There is extremely valuable data sitting in your inbox, from contact information to details about meetings, deals, fundraising, and more. What’s the best way for you to accurately and securely integrate this valuable data with your private equity CRM?

Our platform allows you to seamlessly integrate your email inbox including Gmail and Outlook, straight to your CRM.

In our marketplace, private equity firms and managers are challenged with increasing compliance requirements, demand from stakeholders for greater transparency, and growing competition. Easily capturing and tracking information from your inbox should be an integral part of your day-to-day, but because email platforms are designed to function outside of CRMs, it can be challenging, time-consuming, and error-prone to transfer interactions and data manually from your inbox into your CRM.

8 Capabilities to Look for When Considering a CRM Email Integration Solution

 

1. Easy Access

Your time is valuable, so consider a solution that helps streamline your workflows with convenient and easy access anytime, anywhere.

2. Automation

We recommend looking for a tool that allows you to simply or automatically add new contacts and emails in your CRM and has auto-sync capabilities.

3. Stop Alternating Between Programs

When you stop trying to alternate between your inbox and CRM in order to enter or update information, you’ll notice a significant increase in productivity. Look for a solution that allows you to create and update CRM records without ever leaving your inbox.

4. Intelligence

The information stored in your inbox includes intelligence on how your contacts are interacting with your communications. Consider a tool with email open and website visit analytics.

5. Up to Date Accuracy

Before you make a call or attend a meeting, arm yourself with up-to-date information about the most recent interactions with your contacts. There are email-CRM tools that allow you to do this from your inbox.

6. Security

We’re operating in a digital age where we can access almost anything at any time, and security is becoming increasingly top of mind. One of the most vital requirements when looking for any kind of technology solution that integrates with your data is secure.

7. Product Integration and Compatibility with Other Solutions

This can depend heavily on your business requirements. Think about which email application you’re using (Microsoft Outlook, Gmail, etc.), your contact and data management system or CRM (Salesforce, AIM, etc.), and which types of devices you’re using (Mac, Windows, Mobile, Tablet). Make sure that the solution you’re considering is compatible with what you need.

8. Database or Hardware Maintenance

Do you have a team member dedicated to managing technology solutions in-house? If not, there are many options available where the technology or solution provider can maintain the system for you.

At Altvia, we’re focused on providing solutions that help you streamline your business, including a tool that allows you to sync your inbox with AIM, the private equity solution on the Salesforce platform. Easily capture data from your Microsoft Outlook or Gmail inbox and add it to AIM. With the complete integration, you can easily view, create and edit AIM data right in your inbox without alternating between systems, and without third-party contracting.

A traditional crm was built for general ‘customer’ scenarios

Software platforms have made the world a better place by making work a better place. Indeed the world is better off when people enjoy their jobs even marginally more, and workplace applications on big CRM platforms like Salesforce.com have done that and much more.

But the potential that platforms like these offer presents diminishing returns: once the platform provider has engineered too many industry specific components into its platform, its usefulness for other industries begins to be threatened, and with that so do the usefulness of the component tools built into the platform.

So it is with the CRM category that Salesforce.com has defined: it is generic enough to work for many industries, and yet still offers the potential for others to round off the edges and nail more vertically-oriented and extremely tailored software solutions.

Private capital markets are actually a great demonstration of this dynamic. Where generic CRM platforms simplify — appropriately so — to assume there’s a business, a customer, a sale, and service of that customer, there are a few industry-specific pieces that are missing.

Take for example, that investors become customers by investing through legal entities the GP raises. It’s a subtle but important nuance that just doesn’t make sense at a platform-as-a-service level (because it’s overly complicated for a simple one-time sale that many industries require), but which can easily be added without 10 years or software engineering. Once provided, the rest of the platform’s components become tremendously powerful again and you’re set to take over the world.

As a traditional CRM in our pillars methodology, these nuances must be present to properly account for investors in these legal entities, potential target companies and which are owned by these entities, the context of all interactions with these parties (as well as the appropriate overlap, ie co-investments), and how you’re arriving at finding these opportunities on both sides of the equation, such that you’re able to piece together what’s effective and what’s not. Not just because we say so, but because these are the very relationships and data that are key to the motivation behind a CRM in any industry.

It’s critical, too, that the valuable publicly-available information that helps to enrich CRM systems and save users painful steps of entering it themselves is fully-integrated at the platform level.

Again, look no further than the 3,000+ pre-built integrations that Salesforce.com — the creator of the CRM platform concept — has at a platform level to do so, and which only exists by way of holding just short of overly-specifying certain industry workflows that would present challenges to properly integrate.

Stakeholder reporting and communication (investor relations) draws on a range of datasets

The traditional “customer service” model of CRM systems once again makes overly-simplified assumptions about the customer relationship when applied to private capital markets.

In fifteen years I personally have yet to hear the terms “warranty” or “service call” in this market because it’s just not the same. But make no mistake, as uncomfortable as it may be to say aloud, customer service is more important now than ever and it’s constantly happening; the industry is, after all, considered to be a financial “service”.

As it turns out, that service is primarily information-based — it’s driven by data and takes the form of reports and analysis that drive decisions, and then end up again in investor-facing reports and analysis.

The foundational elements of a private capital markets CRM must be built such that they accommodate this data (like we discussed above), but so too that it can accommodate additional supporting data that investors (customers!) need in the context of service.

Oftentimes this supporting data — financial metrics and time-based values, for example — is believed not to meet the traditional definition of CRM and the natural thought is “well, better do this in Excel!”.

While I happen to believe Excel is still the greatest software application ever built, its introduction to this value chain we’ve discussed herein actually creates the problem many firms suffer from: key data needed to provide customer service (again: effectively the entirety of a firm’s reports and analysis) is now in disparate systems and detached.

Both of those dynamics are important and distinct: not only is this supplemental data disparate, but when brought together there is no logical association that can be made between the two data sets.

Allow me, then, to make the point very simply: not only can this financial and time-based value data (you may be thinking about is as “portfolio monitoring” or “accounting”) be a part of a CRM, it is arguably the most important part of a CRM because it’s at the core of what providing service to the customer entails — information that comes out of data!

Firms need a digital method to engage stakeholders (ie investor portals)

Investor portals are not new; in fact, for many of us — including myself — they conjure up horrifying nightmares in which we’re aimlessly guessing at folders to find the newest document we need.

So in lies the opportunity: not only have the portals we’ve come to hate not simplified the process of acquiring information, they’ve failed to create an entirely new experience that is “customer service” driven.

To be fair, this is not a B2C market where you’d be long out of business for not having focused on customer service and thus the customer’s technology-driven experience. But don’t expect to be around too much longer if you aren’t thinking about this shift.

Today’s institutional investors increasingly expect this same consumer-like experience, and a massive opportunity is being missed by not providing it. It’s not about providing them the experience they desire; it’s more about the ability to measure engagement that is had in return.

Put simply: what’s keeping the market from providing this experience is the availability of the information that’s required to create the service that provides the experience.

If you’ve hung in this long, you know that by focusing on your CRM, you have the data that’s required to manage the customer relationship and the technology-driven experience through which that information is shared to create a differentiated and opportunistic customer experience.

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