fermilab’s envoy crm system
DESCRIPTION
Fermilab’s Envoy CRM System. Kevin Munday, Xeno Media October 26, 2006. Why the Fermilab Envoy Program?. Strengthen relationships between Fermilab and the Community. Why?. Strong community relationships are essential to Fermilab’s future On a scale we’ve never seen before - PowerPoint PPT PresentationTRANSCRIPT
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October 26, 2006 Fermilab’s Envoy CRM 2
Why the Fermilab Envoy Program?
Strengthen relationships between Fermilab and the Community
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October 26, 2006 Fermilab’s Envoy CRM 3
Why?• Strong community relationships
are essential to Fermilab’s future• On a scale we’ve never seen
before• Especially with hopes of bringing
the ILC to Fermilab• It takes a laboratory
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October 26, 2006 Fermilab’s Envoy CRM 4
Why now?• Start now, building
relationships• Relationships will be in place
when needed• To establish the ILC Task
Force, successor to the Fermilab Community Task Force
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October 26, 2006 Fermilab’s Envoy CRM 5
Envoy program• ~30 communication-savvy Fermilab employees
asked to serve
• ~60 “Tier 1” community stakeholders identified
• Each envoy paired with the most appropriate stakeholders
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October 26, 2006 Fermilab’s Envoy CRM 6
Not a sales force
• Building
Relationships• One-on-one,
rather than institutional
• Dealing with someone you know and trust
• Not just for the ILC
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October 26, 2006 Fermilab’s Envoy CRM 7
How?• Envoys call and/or email to arrange first
meetings
• Visit, introduce themselves and discuss Fermilab
• Make contact ~4x/year
• Serve as point of contact for Fermilab-related questions or issues
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October 26, 2006 Fermilab’s Envoy CRM 8
Support and supplies• One-time training
• Folders with brochures, fact sheets, etc.
• Fact sheets, other info posted to the Web
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October 26, 2006 Fermilab’s Envoy CRM 9
And… The CRM… In this case…
CommunityRelationshipManagement
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October 26, 2006 Fermilab’s Envoy CRM 10
Capabilities• Based on the “Customer Relationship Management”
model
• Centralized, Web-based database with stakeholder information and history of all contacts
• Scheduling tools
• Document database
• Searchable
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How the CRM will help the program
• Central source for updated contact information
• Allows scheduling of meetings, calls, tasks, etc.
• Individual and group calendars
• Central document database with the latest, best information for use and distribution
• Request assistance, suggest and schedule tasks, etc.
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October 26, 2006 Fermilab’s Envoy CRM 12
Critical to the envoy programOver the long-term, the CRM will:
• Create a full history of communications with all stakeholders
• Allow access to the latest, most accurate information related to stakeholders
• Allow the envoy system to scale as needed
• Allow us to recognize patterns and adapt materials and messages
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October 26, 2006 Fermilab’s Envoy CRM 13
SelectionBegan evaluating CRM Market Leaders• Salesforce.com
~$30,000/year for our use + customization
• Netsuite
~$20,000+/year for our use and too feature-rich
• Act
~$8,000+ for license, plus new server, implementation, customization
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October 26, 2006 Fermilab’s Envoy CRM 14
Solution SugarCRM• Open source (free!)• Supported by commercial firm• Highly rated• Feature-rich • Vibrant developer community• Runs on existing server• Utilizes technologies Xeno Media favors
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October 26, 2006 Fermilab’s Envoy CRM 15
Our implementation – Core ConceptsUsers• Envoys• Managers • Admin Contacts• Community stakeholders
Users have access to the records for all stakeholders assigned to them, plus all notes related to all stakeholders. Managers have access to all.
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User’s home page• Shows upcoming
scheduled activities
• Shows open tasks
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Our implementation – Calendar• View scheduled activities
• View shared calendar
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Activities• Calls• Meetings• Tasks• Notes• Emails
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Contacts• List• Search • Edit• Email• History
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Documents• Download files
• Send files
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Email• Send emails to
contacts and users
• Emails are archived as related to the contacts
• Attach documents from the online document archive
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Features we do not use• Inbound email
• Bugtracker
• Accounts/Leads
• Project management features
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What we ask of envoysUse the system as central source for:• Scheduling stakeholder contacts.
• Providing feedback (notes) on stakeholder contacts to build an accurate and thorough history.
• Scheduling and assigning action items resulting from stakeholder contacts.
• Emailing stakeholder
• Keeping stakeholder contact information current and accurate.
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Training/Documentation• One-time group training
• Individual training sessions (~15 minutes) for envoys who missed group training
• 15 page primer distributed at training and posted to site
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Support• Reset passwords (~75% of support needed to-date)
• Other minor issues
• Correcting some un-associated tasks/meetings/notes
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Lessons learned (so far…)• (These?) Physicists are very willing to learn and adapt to
new systems when there is a compelling case that it is necessary.
• Err on the side of simplicity.
• Bear the burden at the front end.
• Show usage progress (positive “peer pressure”).
• Rich, Web-based software feels slow when compared to similar desktop software
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To learn more• http://www.sugarcrm.com
• Call/Email me:[email protected]/794-9560