customer relationship management systems (crms)
DESCRIPTION
Customer Relationship Management Systems (CRMs). Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun. Why CRMs?. Tracking/Audit trails/Knowledge base Sharing information Actions/Tasks Contact lists Calendaring Different views By org/user/… Integrate with other tooling - PowerPoint PPT PresentationTRANSCRIPT
web: www.omii.ac.uk email: [email protected]
Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun
Customer Relationship Management Systems
(CRMs)
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web: www.omii.ac.uk email: [email protected]
Why CRMs?• Tracking/Audit trails/Knowledge base
o Sharing informationo Actions/Tasks
• Contact lists• Calendaring• Different views
o By org/user/…
• Integrate with other toolingo Calendars/mail/…
• Sharing information across an orgisation• Across various orgs? E.g. NGS & OMII-UK• Expectations – what is really needed?
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web: www.omii.ac.uk email: [email protected]
What have people used?• OMII-UK
o Try to keep track of the people that are move abouto Looked at:
• Highrise – have to buy an account ($49/month for15 user)• SugarCRM – high set-up cost, too sales orientated
• Intersecto Start-up but not university controlledo Track people that move abouto Email/calendaring - zimbra
• NGSo Gillian does most of the outreach but others tooo Information dissemination (mass of leads)o Used footprints (if you maintain the address book)
• OSSFo vtiger – open source/contact managemento RT to deal with queries
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web: www.omii.ac.uk email: [email protected]
More details• Highrise (OMII-UK)
o Need to pay for full access• About £30/month
o Made the secretary the access persono Ownership
• Can now download
o Need a group account to have correct visibility• Share information (caveat legal implications)
• SugarCRM (OMII-UK) o Open source version is free!!o Needs training/customisation
• Collaborate amongst e-Science
o Too sales orientated – customisableo Colateral library/Resource library (latest stuff)
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web: www.omii.ac.uk email: [email protected]
More Details II
• Zimbra (Not really a CRM)(Intersect)o Mail/Calendaringo Not freeo Installed a local server
• Other thingso Wikis, Mail accounts, Footprints,
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web: www.omii.ac.uk email: [email protected]
Outcomes
• Had a good moano We all felt better …o Except Clare who is generally happy (with
Zimbra)
• Lower the data entry levelo We are all lazy^H^H^H^H busy people …
• Use a common system and share customisation
o Share the pain (money) …
• Investigate Zimbra (like outlook)/Mantis (lightweight issue tracker)
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