Terena SWITCH sugarcrm feb2013 · SWITCH SugarCRM How to successfully introduce a CRM Tool in a...
Transcript of Terena SWITCH sugarcrm feb2013 · SWITCH SugarCRM How to successfully introduce a CRM Tool in a...
SWITCH SugarCRM How to successfully introduce a CRM Tool in a NREN
Utrecht, 6 February 2013
Claudia Gonzalez [email protected]
© SWITCH 2013
Customer Relation Management at SWITCH
• The customer relationship is the centerpiece of SWITCH. Therefore we maintain and cherish our contacts with high priority.
2
• Key Question: What should be documented in the CRM?
• The added value for SWICTH and the community is that all employees have the possibility to contribute to enrich the quality of the database.
© SWITCH 2013
Why CRM?
• One of the priorities of the SWITCH Strategy 2020: – Aligning the organization with the new strategy
(organizational structure, processes and workflows, internal and external communication)
– Focus: Customer oriented thinking, entrepreneurship
3
© SWITCH 2013
Main Objectives of the CRM Project
4
Objective one CRM for SWITCH Central database of all customer contacts Documented history of the customer relationship SWITCH Services at a glance An open system for all Limited to essential functions Documented roles and structure of customers Very flexible tool that is possible to customize according to our needs.
© SWITCH 2013
A long way behind us
© SWITCH 2013
Background • Former system operating since early 2004 • Attempt (of one team) to change to a new one in 2007
failed
• New attempt in the course of the new corporate strategy
• The development of a CRM strategy was one of the declared strategic objectives of SWITCH in 2010
© SWITCH 2013
Finish analysis
Timeline
7
• Project start
• Analysis: • Interviews • Workshops • Context analysis
• Vendor pitch • Decision taking • customization • Test phase
May ‘10 Nov ‘10 January ‘11
Pre
s. B
oard
Pres
. all
Pres
. all
August ‘11 September ‘11
• Launch • Training for all
Steps: • Expert report: summary of analysis Follow up…
until today Continuous training
© SWITCH 2013
Analysis
© SWITCH 2013
Basis for decision taking
Expert Report SWITCH CRM
© SWITCH 2013
Long List
© SWITCH 2013
Short List
© SWITCH 2013
First choice
Community Edition, currently Version 6.5.
© SWITCH 2013
Test phase
- Duration: 4 weeks - 10 test persons (aprox. 10%)
- Decision workshop confirmed first choice
- Coverage: Test with real data with the finished customized tool, weekly status meeting
© SWITCH 2013
What should be documented in the CRM?
• Processes and information that have some significance in everyday work.
– Example to assist in this decision: ”Should my colleagues outside the team know about it?" ”Would I tell my boss about it?" ”Is this customer care?"
• Topics that go beyond the personal particular area of work and that are relevant for the team or the company as a whole.
© SWITCH 2013
Launch
• Launch of SugarCRM in early September 2011 in a plenary meeting
• Attendance of all
employees to mandatory training course
© SWITCH 2013
Follow Up
Agenda item until at least 6 month after launch in every executive and management board meeting: - Questions about usability - Questions about the content: do we find relevant
information? What was recorded? What wasn’t considered relevant and wasn’t recorded?
… and regular feedback to project manager
© SWITCH 2013
Follow Up Optimizations (until today): • Requirements are collected (email and oral way) • Periodic adjustments • Communication to all (via intranet and wiki) • Training new employees
© SWITCH 2013
Measuring success Objective reached one CRM for SWITCH ✔
Central database of all customer contacts ✔
History of the customer relationship documented
✔
Services at a glance ✔
An open system for all ✔
Limited to essential functions ✔
Documented roles and structure of customers
✖
Very flexible tool that is possible to customize according to our needs.
✔
© SWITCH 2013
Measuring success... • Ongoing growth of data record
• Requests from employees for optimization
• Feedback (positive/negative): suggestions what could be better.
© SWITCH 2013
Why does it work? … probably because of… Management commitment
Involvement of all internal stakeholders
Involvement of key engineers in later phase
No (big) technical problems
Same rights and obligations for all
Choosing an „acceptable“ tool for a special group of internal stakeholders (non-commercial, open source tool)
Taking the fear away from people: - requires a feeling of need and urgency - must not be perceived as an obligation - should adopt a step by step approach
Stay tuned!
© SWITCH 2013
A friendly smile
“The best CRM is a friendly smile and a great attitude.”
Esteban Kolsky, estebankolsky.com/2010/08/hey-esteban-what-about-the-physical-channel/
21
© SWITCH 2013
Budget 100,000 CHF
External consultant: 50,000 CHF Implementation external service provider: 50,000 CHF
Effective costs 100,000 CHF
Internal costs: - 1 project manager 20% for one year - Project team 8 employees (aprox. 2h weekly during 1
year)
© SWITCH 2013
Technical Information
We run SugarCRM on Linux, Debian Squeeze in one of our data centers. The DB is MySQL. The SugarCRM application itself is written in PHP, which means that it should run on a variety of platforms. For sure on any Linux and it may or may not run on other OS systems such as Solaris or even Windows. Additionally, our SugarCRM is configured with our SAML-based federation (SWITCHaai). The authentication allows all SWITCH employees to access the system.
© SWITCH 2013
2011