Who Made This Mess?

VI-219 Who Made This Mess?VI-219 Who Made This Mess?

Presented By:

Meg Middaugh, WilsonMiller, Inc.

IntroductionIntroduction

Meg Middaugh, Systems Analyst

[email protected]

• Degree in Computer Science

Copyright © 2010 Deltek, Inc. 2

• 20+ years in Business Information Technology

• 10 years RFP/CRM/VisionCRM Experience

• Project Manager Vision 5.1 implementation

• Managing 6.1 Upgrade

Who is WilsonMiller?Who is WilsonMiller?

• Multidisciplinary Professional Consulting Company for 50 years

• 300 employees located in Florida

• Top 200 Design Firm in the U.S.

• Land management, infrastructure, transportation, environmental for • Land management, infrastructure, transportation, environmental for public and private clients.

• IT Consulting services


Agenda: Maintaining Contact and Client Database IntegrityAgenda: Maintaining Contact and Client Database Integrity

• Background

• Vision and Corporate Culture

• Data Credibility and Usability

• Maintaining Database Integrity • Maintaining Database Integrity

• Eliminating the Mess: Problems and Solutions


Key TakeawaysKey Takeaways

• Understand How to Achieve Buy-in

• Prove Vision’s Value Outside of Marketing

• Innovative Solutions using Vision Data

• Significantly Reduce Four Administrative Headaches• Significantly Reduce Four Administrative Headaches


The Mess & The ChallengeThe Mess & The Challenge

Maintain High Quality with Minimal Effort


Where It Starts – Corporate CultureWhere It Starts – Corporate Culture

• Opportunity Tracking is a “Must” for Companies Focused on Business Development

• Lead and Opportunity Info Centers Depend on Contact and Client Data

• Project Staff are a Significant Source for this Data• Project Staff are a Significant Source for this Data

• The Vision Administration Management Headache: The Mess



High Quality & Minimal EffortHigh Quality & Minimal Effort

• Create Info Center Marketing Champions.

• Learn How Users Want to Use the Data.

• Divide Up the Administration Load.

• Create Tools to Help.

• Make User Buy-in a Priority.


User Buy-in:Credibility & Usability are KeyUser Buy-in:Credibility & Usability are Key

1. Data Availability

– Ensure users can access their important data.

2. Data Reliability

– Is the data reasonably accurate?

3. Adequate Training

– Train everyone.– Train everyone.

– Customize help.

– Recruit local experts.

4. Use the Information

– What clients are we pursuing?

– What are our potential projects and fees?

– List business development activities.


1. Data Availability & 2. Reliability1. Data Availability & 2. Reliability


Provide a simple means for users to find information they need.

1. Data Availability & 2. Reliability1. Data Availability & 2. Reliability


3. Adequate Training &Ongoing Support3. Adequate Training &Ongoing Support


3. Adequate Training &Ongoing Support3. Adequate Training &Ongoing Support


4. Use the Information –Project Managers Dashboard4. Use the Information –Project Managers Dashboard


4. Use the Information –Business Development Reports4. Use the Information –Business Development Reports


Managing the MessFour Problems and Practical Solutions

Managing the MessFour Problems and Practical Solutions


16

1. Duplicate Clients and Contacts1. Duplicate Clients and Contacts

• Problem: Identifying Duplicate/Near Duplicate Clients and Contacts

• Solution: Match Codes

– A user defined field(s) on the Clients and Contacts General tab.

– Contains an Alpha Numeric String of characters from a combination of fields.


– Contains an Alpha Numeric String of characters from a combination of fields.

– Scheduled workflow runs daily using a stored procedure to update the match

code field(s).

– A saved search finds the records with identical match codes.

Contact Match CodesContact Match Codes

• Contacts have three Match Codes

– Match Code1 = first few characters of Last Name, First Name, Company and City

– Match Code2 = Soundex of first few characters Last Name, First Name,

Company and City

– Match Code3 = first few characters of Last Name, First Name and City


Contact Match Code1 SearchContact Match Code1 Search

Records with Identical Match Code1 Contents


Helps identify duplicate records that aren’t necessarily identical .

Contact Match Code2 Search ResultsContact Match Code2 Search Results

Helps identify duplicate records resulting from typos or misspellings.



Helps identify duplicate records created because of typos or misspelling.

Contact Match Code3 ResultsContact Match Code3 Results



Helps identify company name changes and contacts with new employers.

2. Orphaned Contacts2. Orphaned Contacts

• Problem: Contacts with no Client Information

• Solution: Required Fields

– Opportunities require both a Client and a Contact.

– Clients and Contacts require a phone number.

• Successful Results– Required fields work perfectly.

– Now there are no orphaned contacts, nor will any ever be created.

– No complaints from users about the required fields.


Required fields solved the problem and satisfied users.

2. Orphaned Contacts2. Orphaned Contacts

• Related Problem: Client records with only a phone number.

• Solution: Information Detective

– Google the phone number and view the Google maps result.

– Search State Division of Corporations websites.

– Use Whitepages.com company name or reverse phone number lookup.


The Internet is a rich source of client and contact information.

– Use Whitepages.com company name or reverse phone number lookup.

– Search LinkedIn.com for contact or company name.

– Opportunities associated with the Client?

– Who created the Client record?

• Search their Outlook Address Book.

• Ask Local Expert in their office for help.

3. Constantly Changing Data3. Constantly Changing Data

• Problem: Quality control for changing data

• Solution: Automated Monitoring

– User Defined Fields called “Record State” fields

• Status: End User Added; End User Modified; Verified; Questionable; Delete

• Date Changed

• Changed By

– Automated Reminders and Dashparts such as:

• Unverified Clients/Contacts new or changed last 30 days

• Contacts with missing information

• Clients Verified over Three Years Ago


Record State FieldsRecord State Fields


4. Quality Control Takes Too Long4. Quality Control Takes Too Long

• Problem: Vision Data Quality Control is Time Consuming

• Solution: Engage Users – Tom Sawyer Principle

– Event Report – Administrative staff

– Project Staff

– Local Experts– Local Experts

– Ecard bounces and out of office replies

– Part of the culture – the information cycle


Maintain High Quality With Minimal Effort

Engage Users in Quality ControlEngage Users in Quality Control


Return

Engage Users in Quality ControlEngage Users in Quality Control


VisionCRM part of Corporate CultureVisionCRM part of Corporate Culture

Project Managers

Local ExpertsCorp Leadership

Vision Marketing

Edited Edited

Employee & Proj InfoEmployee & Proj Info

It takes time to maintain high quality Info Center data.

However…

It takes longer to repeatedly workaround the limitations of inaccurate data.


Edited InfoEdited Info

Questions & AnswersQuestions & Answers

SummarySummary

• Part of the Corporate Culture– not a Marketing “thing”

• Training and Documentation

• Address User Pain Points

• Expect Project Staff to Update Data

• Manage Quality Control• Manage Quality Control

• Maximize Automation

• Effectively Distribute the Maintenance Workload

• Consider Outsourcing Customization



Call to ActionCall to Action

• When You Return to Your Office Review your VisionCRM Implementation with a Critical eye

• Make a Plan to Increase Vision’s Effectiveness

• Network with other Vision Administrators• Network with other Vision Administrators

• For Addition Information, stop by Insight Expo

• Contact me with questions

– Meg Middaugh, [email protected]