Belnet: CRM v Terena TF-MSP CRM meeting

Transcription

1 Belnet: CRM v Terena TF-MSP CRM meeting Utrecht 7 th of February Koen Schelkens

2 Belnet intro: organisation BELNET + Customer Relations unit HR: Q1 2013: 65 FTE Budget: app. 14 mio (8 mio gov. funding 6 mio own income ) 2

3 Belnet intro: Customer Relations dept. Function roles FTE: 9 (+2 to be hired in 2013) Main Belnet 1 Coordinator Coordination CR dept. Customer Policy partner relations CRM - Customer Service development 3 Account managers 2 Internal Customer Care Assistants Not-for-profit account management Belnet, BNIX & FedMAN - Indentifying & monitoring needs & satisfaction - Partner Relations( large customer groups) - BLL (leased line procurement for customers) Support & execution customer administration - Internal customer administration & information - Customer d-to-d communication - Responible data entry CRM + reporting - Administration customer procurement ( BLL) 3 (+1) Technical Advisors (+1) Customer Service Project manager Technical advisors for customers/users - Identification technical requirements - support development - Onsite guidance & advices (new services, customer projects ) - training /workshops CRM functional integration, Development, service level management, internal Follow up new (outsourced) Service desk (Q4 2012), customer (service) projects (customer) service improvement & CFT s. for procurement 3

4 Belnet overview: ca. 280 customers Belnet : : :198 connected institutions 700k end user 30% Research centres 35 % (Higher ) Education institutions 10% Hospitals (most non-academic) 5 % Museum & cultural institutions 25% Government agencies & public companies FedMAN : 33 Federal Public Services in Brussels Bnix : 50 participants (mostly ISP s) : the Federal Cyber Emergency Team 4

5 Belnet intro: Service Portfolio 2013 Belnet Service Portfolio 5

6 Belnet: old CRM years in use Vendor/ company Off the shelf (Licensed software with pc client & webinterface, on Microsoft platform) :. but fine-tuning adaption continued until 2010 Initial budget 250k (incl. 3 year support & maintenance)...+ ca. xxxk euro consultancy, further development & ICT integration Internal workload/hr : first 2 years 1,5 FTE, later app. 0,25 FTE/year 6

7 old CRM: functionalities = do all application Customer relationship management Organization & Contact mgt (app. 700org contacts) Activities & customer interaction history Customer Needs follow up Customer administration Customer Contract & document mgt (digital archive) Invoicing -> interface with accounting application Order & Change mgt -> CRM ticketing system Technical data Connections & Services data (incl. network & IP DB) Technical/configuration database for 24/7 helpdesk & NOC Supplier & Tender management (ended 2011) Reporting? 7

8 Actual CRM: Quick tour 8

9 CRM: within organisation & ICT environment today 9

10 Belnet CRM: lessons learned Budget: calculate upfront (, HR ) to application up & running More flexibility /more control needed over user interface & database (customization) Decent & user friendly reporting engine is key for a CRM Better & flexible integration / interfacing with ICT environment is must (& now ITSM ) Match CRM solution with needs of key users (Customer service, MarCom...) not with whole organisation Mobile CRM access needed 10

11 New CRM Choice for Efficy CRM Solution cost : 200k Including: licenses, implementation/customization/integration in business processes application-licences/4y support & maintance > + ca. 50k independent CRM consultant. Planning Q AS IS TO BE study + write CFT Q CFT published (available for NREN s) Q evaluation offers CRM : +25 candidates only 3 offers March 2013: start implementation Q (hopefully) up & running + user training& document 11

12 New CRM Efficy: Web interface only Individual & customizable GUI (dashboard) Hosted on server in house Mobile access Easy querying / reporting Compatibility /Interfaces: OpenDB; SOAP, LDAP, Shibboleth Federation & Active directory Interfacing with accounting, ERP tool, Technical database 12

13 New CRM Challenges for new CRM Customer data <-> technical data thin line.. Integration with central ITSM tool (OTRS), Better & more systematic satisfaction monitoring Easier logging & better tracking of important contacts/activities Keeping track of user needs & trends! New CRM = towards efficient/lean customer administration =Review of all customer related business processes (invoicing, contracts & orders, mass communications..) 13

14 Belnet CRM: food for thought Some aspects to bare in mind: 1. Reflect on what you want your CRM needs to do & can do for you. CRM ERP, Configuration database, 2. Select a CRM vendor/integrator that understands your specific business needs 3. Talk with or involve the key users (Customer dept., Marcom,..) and map their needs & functional requirements 4. Adapt CRM to your business processes or adapt your business processes to CRM 5. Needs (instead of leads ) tracking is key for NREN s CRM should be the tool to so. 14

15 Questions? 15