FAQ's

Get answers to all your FAQs

What is and Why Business Automation?

  1. What is Business Automation?

    Business Automation provides easy-to-use wide range of tools, to automate sales, marketing, customer support and back-end operation that not only free employees from routine tasks, but also provide valuable information that helps target the customers who drive the most profits.

  2. Do I really need Business Automation?

    For a business with just a few employees, a single-user desktop application - such as MS Excel or Outlook - may be all that's needed to keep track of your business. But there comes a point in an organisation’s development, however, when sharing business information across teams or departments makes more sense strategically and also offers greater efficiency as the number of customer increases.

    Though there is no fixed rule, but we’ve repeatedly seen that the magic number for any company is somewhere between 10-15 employees. That’s the time when the business operations start getting little bit complex and lack of internal processes and inefficient manual activities tend to hurt business growth.

  3. Why is Business Automation helpful to my business?

    With a good Business Automation Solution, you spend less time managing your business and more time growing and eventually making it profitable.


How Second CRM Works

  1. What is Second CRM?

    Second CRM is an award winning business automation solution, designed to make small to mid-market businesses profitable by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations, including bills & payment collections, purchasing and project management. Since this is an online cloud based tool, there is no need to install any software on your computer.

    All your company data is kept securely on our servers. This means that you can access your data from anywhere anytime and even if your computer is damaged, lost, or stolen, your data is safe and secure.

  2. Do I need a lot of training to learn Second CRM?

    Second CRM is designed to be as easy to use as possible. You don't need to be an IT expert to use Second CRM, but knowing your own business processes definitely will help, to get maximum value out of Second CRM. If you know how to use gmail or facebook, you can easily get on with Second CRM.

  3. Will the entire team see one another's leads, accounts or other data?

    Second CRM provides a flexible, layered security framework that lets you share different data sets to different users. Second CRM administrators can easily create profiles, roles, hierarchies and rules that are enforced in the user interface, reports, dashboards, search results and the API. Administrators can set organisation-wide default sharing access levels and then grant additional access based on record ownership, role hierarchy, and the sharing rules configured.

  4. Can I upload my existing data from the current system or excel to Second CRM directly?

    Second CRM allows data to be imported directly from the comma separated values or csv files. Most of the systems including excel can export data in the csv format. If you require help to import thousands of records, please contact Second CRM Support for assistance on professional help, might incur additional cost.


How shall I start implementing Second CRM

If this is the first time you are planning to use any automated system, you can follow the gradual implementation approach:

  1. Read and learn the basics of automated systems and how they can grow your business
  2. View online video tutorials to get some understanding how Second CRM works
  3. Play with the online demos to see what it’s like to work with actual application
  4. Compare different editions to assess what you need and register for 30-days free trail to evaluate it with your actual data
  5. Check the getting started guide for setting up your 30-days free trial and getting maximum out of it
  6. Take help from online user manual or video tutorials or if still feel stuck, just ask Second CRM support guys, they’ll help you
  7. Once satisfied that this is what can grow your business, upgrade to paid version and go live

Give yourself a big pat on your back, but remember this is just a beginning. You still have a lot of work to make everybody in your organization start using Second CRM to get the real value!

30-days free trial

  1. I do not know if this is the right app for me. What should I do?

    For a start, you can enjoy a 30-days free trial. You can register online and start using it for free. During the trial, if you feel that it is not right for you, you do not need to buy the app.

  2. How does the 30-days free trial work?

    After going through the feature videos and demo, you can register for a 30-days free trial to further evaluate it. Free trail allows you to test entire functionality without any restriction. It’s a no obligation trial, so at the end of 30 days, if you don’t want to upgrade to paid subscription, you won’t be charged a thing.

  3. How to register for 30-days free trial?

    You can browse through Getting Started which is a step by step explanation to register 30-days free trial.

  4. How long does it take to set up Second CRM?

    Not long. We just need a little information about you and your business - the whole process usually takes less than ten minutes.

  5. Are there any setup or implementation fees?

    No. There is not setup fee for 30-days free trial and it can be created online, without entering any credit card details. You only pay when you upgrade from Trial to Paid version. At that time you also pay for either the standard implementation support package or Custom implementation package, based upon your requirements.

  6. Can I cancel anytime?

    If you do choose to cancel your subscription before the 30-days Free Trial is upgraded to the paid subscription, you will never be charged. But if you decide to cancel after you upgraded to paid subscription, refund cannot be issued for already paid invoices.

  7. Will my data be preserved when I upgrade from Trial to Paid service?

    The data entered during the trial duration will not be affected and will be preserved at the time of upgrade to paid service. Though if you need to clean up the entire test data to start fresh, you can contact Second CRM Support team.


Subscribe to Second CRM

  1. What is included in the subscription?

    It includes the full use of features available in your selected edition, automatic upgrades, secure storage of your data, with technical support help desk at no extra cost.

  2. Does the Second CRM provide SMTP Server that I can use to send out and receive email?

    No, you need to configure the mail server details that you are currently using, inside Second CRM. You can configure email servers, such as Yahoo, Google or any other Mail Server you are using.

  3. Which Edition is right for me?

    There are two broad approaches that can help you to decide which edition to choose:

    • Type of Business

      This depends on what features you would like to have for your business. You can check details on the Product Page.

    • Maturity of CRM Implementation

      Your organization might require all the CRM features, but it is advisable to implement in phases to get familiarise with the system. You can start with the Sales/Support Edition and as you feel comfortable, you can upgrade to Enterprise.

  4. My requirement is for recording only trouble tickets or service requests but not sales management, which edition do I need to buy?

    You can subscribe for Support Edition which offering various support functions, like ability to keep track of the Customer issues, from the time its reported till its closure, including SLA (Service Level Agreement) based escalations and alerts. You can check details on the Product Page.

  5. Can I have some users on different edition from other?

    No. At this point of time, all users [under one customer] have to be on the same edition, though we can help you with configuring permissions for some users, who are not supposed to access all features in the chosen Second CRM edition.

  6. Can I change plans / editions at any time?

    Yes. You can start with lower plan and then upgrade to higher plan when ready, or vice versa, within one type of edition (e.g. SALES Basic to SALES Advanced). But you cannot change from one edition to another (e.g. SALES to SUPPORT), due to different data structure. You can though upgrade from SALES or SUPPORT to ENTERPRISE edition. Contact Second CRM Support to discuss migrations.

  7. Will my data be preserved when I upgrade my Second CRM edition?

    Yes, your previously input information will be preserved when you upgrade your Second CRM's edition. However, downgrading of Second CRM edition is not supported because the amount & complexity of data processed by higher editions of Second CRM are more advanced.

  8. When I terminate my Second CRM and decide to re-subscribe later, will my data be preserved?

    Upon termination of Second CRM, the data will be removed permanently. Upon re-subscription, there will be no data within Second CRM.

  1. Where does Second CRM store my company's business data?

    Your data is stored in secure servers. When you log in to Second CRM, the data is transferred across the Internet and displayed on your computer. All your customer details are scrambled with encryption when transferred over the internet. This means that even if someone did manage to intercept the data, they wouldn't be able to make sense of it.

  2. How do you ensure my customer data is kept safe?

    We operate a similar level of security to online business applications. For instance:

    • Data is also encrypted before it is sent across the Internet. This ensures that even if someone intercepts it, they won't be able to understand it;

    • The servers your data are kept in a secure location. They're protected by firewalls and intrusion detection systems.

  3. Do you share my company's info with anybody?

    Absolutely not. In fact, our systems don't even let us see the password you use to access your data.

  4. How often is my business data backed up?

    Every night. Backups are performed automatically, without interrupting your work. They're kept in separate, secure locations. We'll always have a safe copy of your data, even in the unlikely event of something going wrong with our systems.

  5. Is it safe to access my data across the internet?

    Yes. We scramble all data using encryption, so nobody can understand it when it's sent across the internet - even if they do manage to intercept it. We use the same type and strength of encryption as most online business applications (256-bit SSL).

  6. I have more than 10,000 customers. Can the system take this volume of information?

    Yes. You are able to do so.

  7. How much document storage space do I get when I sign up for Second CRM?

    The default document storage space for Second CRM SALES and Second CRM SUPPORT is 500MB per user and for Second CRM ENTERPRISE is 1GB per user. This storage space is shared among all the users under one company, so if some users don’t need much space, it can be used by others. If you want additional storage space, please contact Second CRM Support.

  8. Can I export my data from Second CRM?

    Although the data is stored on our servers, it belongs to you. You can export all your data as csv files, which any other system can easily open and use.

  9. Is my data kept secure in the service?

    Our state-of-the-art servers are protected by biometric locks and round-the-clock interior and exterior surveillance monitoring. Only authorized personnel have access to the data center. 24/7/365 onsite staff provides additional protection against unauthorized entry and security breaches.

    Our software infrastructure is updated regularly with the latest security patches. Our products run on a dedicated network which is locked down with firewalls and carefully monitored.

  1. Do I have to sign a long term contract?

    No. Second CRM is a pay-as-you-go service. There are no long-term or multiple year contracts. Though you need to pay for minimum six months and if you don’t intend to renew, you’ll not be billed again. We also offer payment discount if you choose to pay for a year in advance.

  2. What types of payment do you accept?

    For all our international customers we only accept payments in US dollars, though using PayPal / Credit Card you can pay in currency of your choice, the current exchange rates will be charged. We also accept via direct wire transfer to our bank account in Malaysia or Singapore. In some countries (Malaysia, Singapore, Hong Kong and Philippines) we also offer billing in local currencies.

  3. Can I cancel anytime?

    If you do choose to cancel your subscription before the 30-day Free Trial is upgraded to the paid subscription, you will never be charged. But if you decide to cancel after you upgraded to paid subscription, refund cannot be issued for already paid invoices.

  4. Are there any setup or implementation fees?

    No. There is not setup fee for 30-day free trial and it can be created online, without entering any credit card details.

    You only pay when you upgrade from Trial to Paid version. At that time you also pay for either the standard implementation support package or Custom implementation package, based upon your requirements. Contact Support to discuss implementation.

  5. Do I have to pay any maintenance or upgrade fee?

    Second CRM's user subscription fee covers everything, including right to use the system, bug fixes, customer support, server maintenance, daily backups, hosting, et-all. There will not be any other fee other than the user subscription.

  6. How does discount work?

    There are two kinds of discounts, “Volume Discount” and “Advance Payment Discount”. Depending upon the number of users you subscribe and the duration that you pay for, discount will be calculated accordingly.

Second CRM is an award winning business automation solution, designed to make small to mid-market businesses profitable, by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations.