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CRM at CARNet. Nino Cosic [email protected]. CARNet - Croatian Academic and Research Network. Started as a project in 1991 Founded by the Croatian Government in 1995 Operates under the Ministry of Science, Education and Sports Located in six Croatian university cities - PowerPoint PPT Presentation
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CARNet - Croatian Academic and Research Network
• Started as a project in 1991• Founded by the Croatian Government in
1995• Operates under the Ministry of Science,
Education and Sports• Located in six Croatian university cities• HQ in Zagreb (on five locations) + 5
Regional centers• 100 + 50 employees• Annual budget – 11 m €
2
CARNet Organisation
Implementation of CRM in CARNet• 2005 – Planning • We had no previous experience with CRM• We had a problem – Large number of new users
(6x)• We spread the word that we need CRM and
they came, a lot of them • 2007 – Commercial solution was implemented• CISCO IP telephony • CISCO Call manager• 7CRM – Croatian CRM solution based on CISCOs
CRM• 2007 – 2011 – SW and HW updates, upgrades,
tweaks…• 2011 – We realised that we have to take it to the
next level4
BIG Numbers
• 239 institutions from academic community connected on 453 locations
• 1388 institutions from educational community connected on 2040 locations * 1IdP
• 222 Identity providers
• 675 703 Identities 5
338 467• 22481 h 10 min 07 sec• Average 0:03:58
158 202
3 226June 2007 – June 2012
User Support Department
Member institutio
ns8AM – 4PM5 FT
Helpdesk for End Users 4 FT
CARNet Services
8AM– 10PM (13 PT S)
Educational Services 8AM – 8PM (15 PT S)
e-Class eMaticaState
matriculation and HEA
High school admission
Good guys using CRM
Institutions of higher education - Scientific and Research Institutes - Public Institutes - Primary and Secondary Schools - Student residence - Ministry of Science, Education and Sports and Ministry’s Agencies Ministry of Social Welfare Policy and Youth - Students, pupils and the staff of the above
mentioned institutions
7
Phone controlsE-mail
User data
Log in/out
In shortCo
mm
unica
tion
chan
nels• Telephone
• Fax • E-Mail• Web form• Snail mail• Skype-in • Facebook
(via e-mail) Wor
king
hou
rs,
timef
ram
e• 360 days• 8-22 / 8-20 /
8-16• Call –
including Skype-in (1st priority)
• E-mail –incl. Fax, Form, FB (within 2 working hours)
• Snail mail 1 wd
In-H
ouse
Sup
port • All CRM
communication is logged (including voice for 6 months)
• In-house (2nd level) support also using CRM
• No billing• No marketing• No sales
8
9
User
da
ta• AAI users• usable data stored in AAI is copied – Name,
surname, institution, e-mail• Manually entered data – telephone number,
Skype name, alternative e-mail…
• Non-AAI users (commercial services i.e. DNS)• Manually entered data
New challenges - BIG Plans
August 2013
More users Network is growing New services
If you are the only department using CRM: In-house collaboration
suffers Tickets get delayed e-Mails “misplaced” Service level - average
Open Source No or less licensing costs (CRM per-user, VoIP per
phone…) Software phones can be used in peak periods Security and integrity of personal data
11
Planning, implementing,
custom coding…Q3 2012
Testing and data migration
Q2 2013
ProductionAug 2013
SugarCRM CE (Open Source)PRO • Small initial costs for great out-of-the-box
features• Modules that cover many CRM segments• Flexible upgrades and customization
possibilities • Good support from the open-source
community• Price per user is 0$
CONTRA• Lacks some advanced features found in other
versions (Team work, Advanced workflow, Field Level Access, Mobile support) and some functional modules (Reports), meaning they need to be developed and implemented
• No support from the authors of software.12
