Customer Information Systems
description
Transcript of Customer Information Systems
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Customer Information Systems
Albert Hankel, Wladimir Mufty07 February 2013
Experience gained with SugarCRM & headlines new SURFnet CRM
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Customer Information Systems
Agenda 09:00 – 09:30 (CET)
• Part 1: Current situation @SURFnet
• Part 2: Future situation @SURFnet
• Part 3: Discussion & Questions
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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
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Customer Information Systems
SugarCRM – Datamodel
Connected Institutions Contacts SURFnet
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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
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Customer Information Systems
IDD – Institution Services Database
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Heading towards a new CRM
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Customer Information Systems
Our current CRM
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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• Our digital archive is getting outdated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
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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
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Customer Information Systems
Describing current situation
Toegewezencontact...
3.1 Informeren klant
Informerenklant
Klantgeïnforme...
Archiverengegevens
Telefoontje
Brief
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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
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Customer Information Systems
Where do we want to be a year from now?
Phase 1 Analysis
Phase 2 Oriëntation
Phase 3 Realisation
Fase
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Dreaming of perfect customer relationship
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Customer Information Systems
Optimal self-service
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Customer Information Systems
Complete and correct information
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Customer Information Systems
Realtime synchonization of systems
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Customer Information Systems
Tailored and pro-active communication (e.g. marketing)
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Customer Information Systems
Behaving system users
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Discussing the way forward(for us and perhaps for collaboration between NRENs)
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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?