act 2014 customer relationship management for outreach teams
DESCRIPTION
ACT 2014 Customer Relationship Management for Outreach TeamsTRANSCRIPT
Customer Relationship Management (CRM)For Outreach Teams
Presented By:
Steve Wheeler
Co-Founder
CelWell
OneCommuteCRM for Outreach Teams
Commuters
Ride Matching
Trip Logging
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Why CRM for Outreach Management?
Ease of Access to Information
Centralize/Organize Outreach Data
Reporting/Data Analytics
Awards
Areas to Target Your Efforts
Gamification
Data Security
System of Record
Acco
un
ts/Co
ntacts
RideMatching
Trip Logging
Networks
Vanpool
Trip Planning
Login
Co
ntacts/P
rofile
Use
r ID
Ch
atter/So
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Trip Planning
Guaranteed Ride Home
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Lead Management
Campaign Management
Marketing
Social Marketing
Bike Lockers
Gamification
Events
Incentives
Communication
SurveysG
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CRM for Outreach
CRM for Outreach
Accounts
Contacts
Programs
Mode Counts
Goals & Measurement
Meetings & Activities
Outreach Plan
Lead Management
Campaign Management
Vehicle Miles Reduced / Single
Occupancy Vehicles
Product Offering/Program/
Mode Counts
EmployerBenefits
Social
Content Management
VanpoolMaster
Surveys
VanpoolMonthly Summary
Cloud
Social
Mobile
Multi-Tenant Infrastructure
Field Users Office Users Executive
Data/Reporting/Business Intelligence
Native Tools
Any Device
Security
Connected
Apps
ConnectedEmployees
ConnectedGovernment
ConnectedCommuters
ConnectedEmployers
FISMA Compliance
ISO 27001
SAS 70 Type II
Community/Network
Workflow
BI & Reporting
Demo – Outreach CRM
• Accounts
• Contacts
• Contact Affiliations
• Meetings
• Program Overviews
• Mode Counts
• Dashboards
• Social
Outreach
Teams
Account Management
Account Information
Account Information – TMA details
Contact Information with Social Media
Connection(s)
Contact Affiliations (Tracking Former
Employers or Multiple Location Management)
Track Meetings, Events, Tasks & Central
Calendars
Track Results, Time Entry & Outlook
Integration
Program Overviews
Collecting Information on Employers
Detailing Emplyer Programs
Including Mode Counts
Mode Counts by Program Offering
Messaging, Files, Marketing, Groups and More
Locations and Routes
Mapping Employers, Station Locations, Transit
Routes and More
Social
Over 100 Standard Reports and Dashboards
Dashboards and Reports
Vehicle Miles Reduced Dashboard
Executive Dashboards
Demo – Benefits for Employers
• Employer Services
• Program Plan Actuals
• Employer Assessments
• Campaigns
• Surveys
Marketing
Employers
Product Offerings for Employers
Program Plan Actuals
Tracking Campaigns and Number of
Participants
Employer Services Captured with Gamification
Measuring the Award Levels of the Employer
Campaign Management
Mass Email Templates
Mass Email Campaign
Commuter Surveys
Customize the look feel questions the way you
want it
With built in analytics for Transportation
Management data
What is the Value of Data?
Effort/Input
Value
Spreadsheets
Accounts
/ Contacts
Meetings & Events
Programs/
Mode Counts/Other
Reports
Dashboards & Analytics
Services & Benefits
Outreach Plans
Awards / Gamification
Surveys
Marketing/Social
Commuter
Programs
Customer Relationship ROI for
Outreach Teams
Source: Salesforce.com Customer Relationship Survey conducted October-November 2010, by an independent third-
party, MarketTools Inc., on 6,000+ customers randomly selected. Response sizes per question vary.
Let’s Extrapolate
on this
Efficiency
Phenomenal Success with Collaboration
Average Percentage Improvements Reported by Customers
Source: Salesforce.com Customer Relationship Survey conducted by an independent third-party MarketTools Inc. on 6,000+ customers randomly selected, representing
organizations across the globe, of all sizes and from a diverse set of industries. Response sizes per question vary. Data is intended as a guideline based upon historical
results from a sample set of customers. Results are dependent upon many different factors that are customer-specific. Therefore, actual results will vary.
Let’s Extrapolate on this Efficiency
Areas of Improvement
Reduction NotesContact Data Kept in outlook at best. Some contact info in platinum report
Account DataNotes and documents everywhere. Any turn over and most of the time history was not able to be recovered.
Employer ReportsSignificant savings especially with the all of the spreadsheets. Updating and keeping managed becomes a full time job
CTE Monthly ReportEach person needed to input numbers from their outlook calendar. With very little detail
Pass the spreadsheet
Not only did the spreadsheet need to be the latest version but all had to pass around on a monthly basis to enter his/her numbers
Spreadsheet MaintenanceFull/Part time job for CTE, Part time job for TMA and Part Time job for ARC
Central Calendar Have visibility into all events across the board
Account Reviews
Have the ability to review all employers/property managers and where we are making a difference with all the activities we have been doing with the account.
Standardized Calculations
Several corrections were made in the spreadsheets with calculations, collection of data and review of information collected at the employer/property manager location. Updated, corrected and deployed as accurate data known.
Central Reporting Near impossible to report from all and check for errors.
ROI for CRM & Collaboration System
Return on EfficiencyWithout
CRM System (Hours)
With CRM System (Hours)
ROI Efficiency
ROI Turnover /
OtherAnnual Return
Annual Return Total Notes
Outreach & Management
Data Management 845 507 40% 50 $9,700 $242,500
Reduction in managing multiple spreadsheets, Outlook files, Calendars and Access to infromation
Reporting 832 624 25% 40 $11,625 $93,000Reduction in collecting data from outreach teams an plugging into spreadsheets
Outreach Support
Spreadsheet Maintenance 1040 40 $20,250 $40,500 Reduction of CTE maintenance and each TMASupplemental Support 156 14 $6,375 $6,375 Reduction of IT and other support
Annual Savings $382,375
Number of Hours
Gained Potentially
Translates Into
Reduction in SOV
Outreach 8,450 989
Outreach Director 1,664 195
Total 1,184 Less SOV on the road per year
What if you could spend more hours with employers and commuters and less time with spreadsheets and reports?
Can we assume 3 new employers at 20% reduction with an average of 365 (Actual ARC average) commuters per employer
Additional Factors
Other Factors Without WithCRM System CRM System
Analytics Near impossible
Can now start tracking analytics on: Surveys Responded toSingle Occupancy Vehicle ReductionEmployer ParticipationHours Spent In Front of Employers/Commuters
Workflow Not CapableSend notifications on activities and when thresholds are hit
Security
Low Secure Data, Some Secure Employer Information not at Federal Security Standards. ISO 27001
TMA Accountability Limited information
Able to perform full account reviews with all accounts, goals, targets and measurements. Can be reviewed on line with TMA's if needed.
Employer Activity Limited information
Can perform an ROI analysis (once hours tracking is turned on) for time spend with employers. Could evaluate which gives you more bang for the money spent.
Questions and Answers
Steve Wheeler
Senior [email protected]
(770) 639-4685
www.onecommute.com
www.Appexchange.com
CelWell
Mike T. Williams
Director of Employer Services
678-244-7708
www.cleanaircampaign.org
Goldin Doles
Marketing Analyst
(619) 699-4814
www.SANDAG.com