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Customer Information Systems. Experience gained with SugarCRM & headlines new SURFnet CRM . Albert Hankel , Wladimir Mufty 07 February 2013. Agenda 09:00 – 09:30 (CET). Customer Information Systems. Part 1: Current situation @SURFnet Part 2: Future situation @SURFnet - PowerPoint PPT Presentation
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Customer Information Systems
Albert Hankel, Wladimir Mufty07 February 2013
Experience gained with SugarCRM & headlines new SURFnet CRM
Customer Information Systems
Agenda 09:00 – 09:30 (CET)
• Part 1: Current situation @SURFnet
• Part 2: Future situation @SURFnet
• Part 3: Discussion & Questions
Customer Information Systems
SugarCRM – Customer Information
• Contacts: Research & Education, vendors, partners, NREN’s
• 1000+ contacts and 3500+ contact persons.
• Basic setup and basic datamodel
• Front end + back end
• SOAP support
Customer Information Systems
SugarCRM – Datamodel
Connected Institutions Contacts SURFnet
Customer Information Systems
SugarCRM – User experiences
• Web based
• Complete content
• 1-many relations
• Main source system
• No batch export
• Customizing consequences
• No auto-complete or live search
Customer Information Systems
IDD – Institution Services Database
Heading towards a new CRM
Customer Information Systems
Our current CRM
Customer Information Systems
Reasons for change
• Tangled entirety of systems- Hard to change anything without causing problems elsewhere- Diffuse responsibility of individual systems
(Law of the handicap of a head start)
• Our digital archive is getting outdated
• Towards more self-service: SURFdashboard SURFcockpit
Customer Information Systems
Goals
• Integrated support for customer relationship management
• Increase efficiency
• Flexibility in flow of digital documents
• Transparancy in system responsibility and minimized in-house maintainance
• Ready for future changes en developments
Customer Information Systems
Describing current situation
Toegewezencontact...
3.1 Informeren klant
Informerenklant
Klantgeïnforme...
Archiverengegevens
Telefoontje
Brief
Customer Information Systems
Describing current situation
Toegewezencontact...
3.1 Informeren klant
Informerenklant
Klantgeïnforme...
Archiverengegevens
Telefoontje
Brief
Toegewezencontact...
3.1 Informeren klant
Informerenklant
Klantgeïnforme...
Archiverengegevens
Telefoontje
Brief
IST SOLL
Needs & Wishes
Customer Information Systems
Where do we want to be a year from now?
Phase 1 Analysis
Phase 2 Oriëntation
Phase 3 Realisation
Fase
Dreaming of perfect customer relationship
Customer Information Systems
Optimal self-service
Customer Information Systems
Complete and correct information
Customer Information Systems
Realtime synchonization of systems
Customer Information Systems
Tailored and pro-active communication (e.g. marketing)
Customer Information Systems
Behaving system users
Discussing the way forward(for us and perhaps for collaboration between NRENs)
Questions we could/should ask ourselves
- Is there any difference between NRENs in the way they manage their customer relationships?
- What are our implicit assumptions about the way things work?
- Who is the ‘Customer’ in CRM?
- What are the CRM boundaries?
- Are NRENs that special that off-the-shelf solutions don’t work for us?
- One big system vs (a modular set-up of) different systems?
