ERP News

In Conversation with Jennifer O’Carroll (Operations Manager, HansaWorld)

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Hansaworld a Software Provider with a global footprint serving several industries in multiple geographies offering ERP, CRM and accounting solutions for small and mid-tier business. Below is some of the transcript of the interview with Jennifer O’Caroll, Hansaworld’s Operations Manager from Ireland and the Co-founder of EIN, Govind Sharma.

Govind:
I understand Hansaworld is used by over half a million users across multiple geographies and in many different languages. So, can you give us a quick snapshot of what is your current user base?

Jennifer:
We have two product lines, we have a smaller product line with the core products being standard accounts, which is a small end accounting package product, and then we have multiple small end specialized vertical packages. So, we have as an example, product called Standard Accounts for small and retail shops, rather than the large supermarkets, if you’re a small, maybe convenience store on the corner or something like that, that you don’t need maybe the same kind of processing power, it would be a good fit and that kind of environment.

Similarly, we have a small end option for the hospitality sector. So, for both the hospitality for B&Bs and guest houses, and then hospitality when it comes to restaurants. So, if you’re not exactly a restaurant, or perhaps you own a smaller takeaway, then we have two products called Standard Hotel, which is for the B&Bs and guest houses, and then Standard Eats which is for the takeaways. Then we have our larger and product line ERP, which is distribution to be our partners and our distributors, worldwide. So, the combination of the 550 entails and people who have downloaded, the various companies that have downloaded our software for the small end products as well, since they’re an automatic install, there’s no consulting or an implementation that goes in with that product as it is an automatic download product. There can be obviously customization afterwards that people want additional functionality and training and so on. But we see as that as being almost a plug and play type situations that we people are up to date straightaway.

Govind (1:55)
So, you also have a CRM product, if I’m not wrong, is that correct?

Jennifer:
That’s right, so we have a standalone CRM offering. So, unlike the European providers, we offer a CRM vertical as well, we find it’s a big benefit, because you know, obviously people are looking at the quantifiable information when it comes to the ERP looking at the numbers and the kind of insight that you can get from that area. But being able to combine that with the qualitative information that you get from a fully functioning CRM, becomes an added benefit of having the two. We have numerous reports internally that are, part of the key products and come standard with our standard ERP offering. As an example, one of the most common and say powerful reports that we would use, is the customer status report. On that report, you can pull up information about your contact whether it is a supplier or customer, it pulls up information on, for instance, the quantifiable stuff like what is the last invoice that you have invoiced them for? Is that an open invoice? When do they last pay you, may be what are the discount terms in terms of payment terms that you have discussed with them. And then on top of that as well, you get a lot of the CRM type information. So, information regarding you know, what is the actual name of the point of contact that you’re likely to be discussing this with. When we’re they last engaging or when did they call a support line looking for assistance, and so on. So, get a full 360 overview of the interactions with your customers and points of contact.

Govind (3:30):
So, CRM space is quite an interesting space, you will find that there are two ends of the spectrum, some customers who are really keen to make sure they have all the up to date data that make most of all the different stages of leads, conversion and everything. And then there are people who are still at the other end of the spectrum, trying to perhaps move from spreadsheets into something more organized trying to learn how to make best use of it. So, from what you have seen, what do you see as the key sort of current trend or use it sort of trends in the CRM space? And what is the key value proposition which HANSAWORLD brings to the user base, which allows users to perhaps go with you as opposed to something like Salesforce?

Jennifer:
To start with the last question, the functionality that’s provided out of the box, not that long, you know, implementations that you’ve had with many other CRM systems, admittedly, we are not offering a big powerful CRM system, what we’re offering is probably like a mid-tier level CRM. So, for those who want a heavier hitting CRM functionality, it’s not likely a good fit for us. We’re offering I suppose from what you think the example you’ve given us, those people that want that intro into the CRM functionality, and see the benefits that come with getting that insight into the cooperation with their points of contact, particularly now I feel, you know, with GDPR, obviously, within the European context has been meaning that a lot of people are very much looking at your interactions with people with their point of contacts and how they’re maintaining and using a personal touch, has become a big question mark at the moment. While GDPR is relevant within the European context, there is already a number of other relevant laws. In other countries, for instance, Canada has very similar laws for quite a while. So, a lot of people are looking at that and you know, once they’ve started reviewing it and seeing the kind of the waste, I suppose they have of the contacts that are there, it’s raising a lot more questions.

So when it comes functionality requirements, I suppose, you know, if you want to move away from the basic spreadsheets, I suppose that the key thing I would say is to have something that would be able to offer you that insight, to be able to maintain information about interactions you’ve had with the customers, you know, more and more, we’re seeing in ourselves within our ERP systems, quite a lot of companies tend to offer some of the same functionality. You know, at a very base level, there are those ourselves included, I hope, that’s a you know, our offering that bit more…..

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