CRM: Completely Restructuring Minds

Transcription

1 Today s Muse LSE, IT at LSE, Me at LSE, Context of the RASP project The project, you, change The planned future and the change challenge CRM: Completely Restructuring Minds The potential future Cake in the face? Mike Page Head of Academic Registrar s Division s Systems and Business Processes, London School of Economics and Political Science International Bright Young Things The Magic Numbers 1

2 IT Governance at LSE SITS Student Records System ARD LSE (our house) CMIS Timetabling System EvaSys survey System Digitary Transcript System Numerous applications via in house portal LSE For You Business Objects Talisma CRM and Online Application System and ServiceDesk RASP in Context Recruitment and Admissions Systems Project (RASP) BusinessObjects Edge implementation Room and Timetabling System (RATS) tender Web Review SharePoint pilots Changes in Senior Management Genesis You start at a new online postgraduate application system. You think recruitment, you think personalisation, you think social, you think central, you think local, you think cradle to grave, you think collaboration, you think configurable, you think diverse. Stakeholders: IMT, Residential Services, Finance, Academic Departments, ODAR, Academic Partnerships, the Language Centre, the Summer School and External Relations Division in addition to staff in ARD CISG2012 survey had 12 different CRM suppliers, ranging from none to 4 doubler tendre 1 for online applications and 1 for CRM 2

3 CRM requirements: Contact Management Campaign and Communications Management Event Management Enquirer and Case Management User Management Data Management Web Portal of dynamic content Reporting and Analytics Non Functional Requirements (APIs, DR, Authentication, etc) Online application requirements: End user experience Making an application Supplying a reference Application management System administration Communications Data management The Master Plan Building Blocks for the 360 view Segmentation/Filtering for communications, Extendable objects, and content, Lead Definable fields scoring Multi channel Integration tools (xml communications: transfer, APIs, Web (html), SMS, portal, Services) twitter Interaction Tracking (trackable URLs, service desk calls, tweets, SMS) & data updates Form builder Content Builder/Data Capture; Back office Servicedesk Rules & Conditions; management of calls Help and Error (phone, , online guidance Document logging, in person) handling Knowledge Base Interaction Tracking Campaign Workflows & (trackable URLs, Work Workflows service desk calls, tweets, SMS) & data updates Customised views of data (horizontal and vertical) workspaces Social Media Connectors (LinkedIn in particular); Social monitoring User management, teams and individuals Self sufficiency with support and consultancy as required Software as a Service Public Staff Commercial customers Media Customers/Constituents Policy makers Consumers of Research Prospective applicants Parents Applicants School Teachers Current students Alumni Referees Why Talisma? Hybrid: CRM, Applicant/Student Record System, Servicedesk: Breadth and depth of functionality. Functionality within the one system, not bridges between separate systems Agility: Configurability and Extendibility HE focus Production and Test environments Software as a Service Compelling roadmap 3

4 As Is The way it is. To Be Things can only get better Beyond recruitment Widening Participation Ceremonies Appeals Management Registry Servicedesk Visa and Immigration Servicedesk BusinessObjects Edge integration Student Services Front Desk Academic Departments workspaces The potential scope Training & Development Alumni Press Office Public events Accommodation/Residences And more.. Journey Student Recruitment Functionality Live from September Event bookings, their management and attendance recording Prospectus requests and Mailing House notifications Marketing Campaigns Lead creation Applications Functionality Due in December General Course applications XML data exchange with SITS Foundations in place for above and the future: Central Authentication Service (CAS) enabled FTP SSL file exchange (access to a fixed server IP address, scripts via Cygwin terminal application) Payment Service Provider (PSP) Integration (Western Union) SMS provider integration (Clickatell) Disaster Recovery (Microsoft Azure, Dublin for Rackspace, Slough) SLAs and penalty clauses 4

5 Authentication Public Accounts (PA) is an independent LSE ID system with its own application (for account features such as sign up, cancel, etc), database (for storing user information) and directory server (for storing user credentials). It covers external accounts (people). PA equivalent to internal Network Accounts (NA), based on Microsoft Active Directory. LSE CAS is a web application to handle sign sign on. It uses both data sources from Public Accounts and Network Accounts. It also supplies extra user attributes, along with the username to 3rd party applications using CAS as authentication gateway. Talisma uses CAS for authentication of both external and internal accounts. User attributes are released to Talisma, (eg Talisma specific id and ), enabling Talisma to decide which step to take after receiving authenticated users back from CAS. Traffic between Talisma and LSE CAS is SSL encrypted (https), as is the traffic between end users and LSE CAS (to protect user credentials). 5

6 Ch ch ch ch Changes Stakeholder input PRINCE2 project Communicating across continents Marketing strategies and a Coordination Group CRM User group: making the central local Integrate with Web Governance Strategy Opportunities 6

7 The Future (Avoiding Mis shapes, mistakes, misfits) CRM functionality available as Sharepoint Web Parts (SRS version released) Standardized Technological Approach, Easily Customisable, Mobile Ready How does it work with other HEI Portal information? Exposed on an existing SharePoint installation. The SharePoint platform will act as a host to a suite of web parts powered by multiple enterprise systems the institution may use: SRS, Talisma CRM, VLE, or any other 3rd party system the institution would like to expose on their Portal. How is it Hosted? Since all Portal transactions will be web service driven they will be able to be hosted either on premise or off site, i.e. in a cloud location. What can it do about dynamic form management? Integration of improved Forms Builder tool into the CRM system. This will allow the institution to create and instantly publish dynamic forms that collect data directly into the CRM system. Interaction with Talisma content will be tracked, if so desired, much like that of an campaign so you can understand the use of your site by individual contacts, and in turn dynamically present content based on interest/use. SP webparts The Future Campus View SIS Web Services 3 rd Party Web Services Talisma CRM Web Services Cake in the face? Campus Vue Web Parts 3 rd Party Web Parts Talisma Web Parts User Content Institutional Content 7