Information Technology Policy

Transcription

1 Infrmatin Technlgy Plicy Custmer Applicatins Plicy ITP Number ITP-APP025 Categry Recmmended Plicy Cntact Effective Date March 23, 2009 Supersedes Scheduled Review April 2015 This Infrmatin Technlgy Plicy (ITP) establishes enterprise-wide standards and plicies fr custmer relatinship management applicatins as part f the Cmmnwealth s Enterprise Resurce Planning (ERP) system. 1. Purpse The purpse f this Infrmatin Technlgy Plicy (ITP) is t establish enterprise-wide standards and plicies fr Custmer Relatinship (CRM). Establishing standards will prvide guidance t agencies as they plan fr new applicatin develpment prjects r make investments in existing applicatins. 2. Backgrund CRM sftware entails all aspects f interactin a cmpany has with its custmer, whether it is sales r service related. CRM allws marketers t gain the essential business insights needed t make intelligent decisins, fcus n custmers t drive demand, and increase custmer retentin. It als facilitates a better way t manage marketing resurces t d mre with less. CRM slutins prvide the fllwing capabilities: Align marketing resurces t supprt rganizatinal bjectives Understand the returns n marketing spending Accelerate marketing prcesses with increased visibility and cntrl Drive custmer demand with targeted marketing messages Identity and retain high-value custmers with custmer lyalty prgrams

2 ITP-APP025 Custmer Relatinship Applicatins Plicy Establish a standard, streamlined marketing prcess with a central marketing platfrm 3. Scpe This Infrmatin Technlgy Plicy (ITP) applies t all departments, bards, cmmissins and cuncils under the Gvernr s jurisdictin. Agencies nt under the Gvernr s jurisdictin are strngly encuraged t fllw this ITP. 4. Plicy Agencies requiring new r updating existing CRM applicatins are t leverage the CRM slutin available frm Integrated Enterprise Systems (IES) when the IES custmer relatinship management slutin meets the agencies business requirements. Current standards and prduct availability are in sectins 5 and 6 f this ITP. Agencies are t analyze their CRM business requirements and assess the business value f integratin and exchange f infrmatin with the Cmmnwealth s Enterprise Resurce Planning (ERP) system. ERP applicatins include financial, human resurces, custmer relatinship management, supplier relatinship management, platfrm life cycle management, supply chain management, and material management enterprise applicatins. Agencies are t analyze their CRM data warehusing and business intelligence requirements and assess the business value f utilizing the Cmmnwealth s ERP data warehuse and business intelligence platfrm. 5. Standards CURRENT STANDARDS (These technlgies r prducts meet the requirements f the current architecture and are recmmended fr use.) Technlgy Platfrms Technlgy Classificatin SAP Custmer Relatinship (CRM) Marketing Marketing Planning Custmer Segmentatin Prduct Campaign Lead Marketing Analytics Persnalizatin Sales Sales Planning & Frecasting Organizatin & All Current Page 2 f 5

3 ITP-APP025 Custmer Relatinship Applicatins Plicy Technlgy Platfrms Technlgy Classificatin Territry Accunt & Cntract Task & Activity Opprtunity Cntract Qutatin & Order Sales Analytics Field Service Mbile Service Mbile Service fr Handheld Field Sales Mbile Sales Mbile Sales fr Handheld Service Service Planning & Frecasting Custmer Service & Supprt Resurce Planning & Optimizatin Service Operatins Service Analytics Interactin Center (Call Center) Sales Service Marketing Analytics E-Cmmerce E-Selling (Internet Sales) including Internet Pricing & Cnfiguratin E-Service E-Marketing Web Analytics CRM Analytics Custmer Behavir Optimizatin Custmer Prfitability Optimizatin Prduct & Pricing Optimizatin Channel Page 3 f 5

4 ITP-APP025 Custmer Relatinship Applicatins Plicy Technlgy Platfrms Technlgy Classificatin Channel Marketing Channel Sales Channel Service Channel Cmmerce Partner & Analytics CONTAIN (These technlgies r prducts n lnger meet the requirements f the current architecture and are nt recmmended fr use. They are t be phased ut ver time. N date has been set fr their discntinuance.) Technlgy Platfrms Technlgy Classificatin Cntain RETIRE (These technlgies r prducts are being phased ut. Plans are t be develped fr their replacement, especially if there is risk invlved, such as lack f vendr supprt. A date fr retirement has been set.) Technlgy Platfrms Technlgy Classificatin Retire mm/dd/yy EMERGING / RESEARCH (Emerging technlgies r prducts have the ptential t becme current standards. At the present time, they are t be used nly in pilt r test envirnments where they can be evaluated. Use f these technlgies is restricted t a limited prductin mde, and requires apprval f a waiver request. Research technlgies are less widely accepted and time will determine if they will becme a standard.) Technlgy Platfrms Technlgy Classificatin Emerging / Research 6. Prduct Availability Custmer Relatinship Prduct Availability Prduct/Mdule Status SAP Custmer Relatinship (CRM) Page 4 f 5

5 ITP-APP025 Custmer Relatinship Applicatins Plicy Marketing Marketing Planning Custmer Segmentatin Prduct Campaign Marketing Analytics Persnalizatin Sales Sales Planning & Frecasting Organizatin & Territry Accunt & Cntract Task & Activity Opprtunity Cntract Qutatin & Order Sales Analytics Field Service Mbile Service Mbile Service fr Handheld Field Sales Mbile Sales Mbile Sales fr Handheld Service Service Planning & Frecasting Custmer Service & Supprt Resurce Planning & Optimizatin Service Operatins Service Analytics In Prductin 7. Related ITPs/Other References 8. Authrity Executive Order , Enterprise Infrmatin Technlgy Gvernance 9. Publicatin Versin Cntrl It is the user s respnsibility t ensure they have the latest versin f this publicatin. Questins regarding this publicatin are t be directed t RAitcentral@pa.gv. This chart cntains a histry f this publicatin s revisins: Versin Date Purpse f Revisin Original 3/23/2009 Base Dcument 10/25/2010 ITB Refresh 4/2/2014 ITP Refrmat; Merged GEN-APP025B, STD- APP25A int ITP Page 5 f 5