fermilab’s envoy crm system kevin munday, xeno media october 26, 2006
TRANSCRIPT
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October 26, 2006 Fermilab’s Envoy CRM 2
Why the Fermilab Envoy Program?
Strengthen relationships between Fermilab and the Community
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October 26, 2006 Fermilab’s Envoy CRM 3
Why?• Strong community relationships
are essential to Fermilab’s future• On a scale we’ve never seen
before• Especially with hopes of bringing
the ILC to Fermilab• It takes a laboratory
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October 26, 2006 Fermilab’s Envoy CRM 4
Why now?• Start now, building
relationships• Relationships will be in place
when needed• To establish the ILC Task
Force, successor to the Fermilab Community Task Force
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October 26, 2006 Fermilab’s Envoy CRM 5
Envoy program• ~30 communication-savvy Fermilab employees
asked to serve
• ~60 “Tier 1” community stakeholders identified
• Each envoy paired with the most appropriate stakeholders
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October 26, 2006 Fermilab’s Envoy CRM 6
Not a sales force
• Building
Relationships• One-on-one,
rather than institutional
• Dealing with someone you know and trust
• Not just for the ILC
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October 26, 2006 Fermilab’s Envoy CRM 7
How?• Envoys call and/or email to arrange first
meetings
• Visit, introduce themselves and discuss Fermilab
• Make contact ~4x/year
• Serve as point of contact for Fermilab-related questions or issues
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October 26, 2006 Fermilab’s Envoy CRM 8
Support and supplies• One-time training
• Folders with brochures, fact sheets, etc.
• Fact sheets, other info posted to the Web
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October 26, 2006 Fermilab’s Envoy CRM 9
And… The CRM… In this case…
CommunityRelationshipManagement
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October 26, 2006 Fermilab’s Envoy CRM 10
Capabilities• Based on the “Customer Relationship Management”
model
• Centralized, Web-based database with stakeholder information and history of all contacts
• Scheduling tools
• Document database
• Searchable
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October 26, 2006 Fermilab’s Envoy CRM 11
How the CRM will help the program
• Central source for updated contact information
• Allows scheduling of meetings, calls, tasks, etc.
• Individual and group calendars
• Central document database with the latest, best information for use and distribution
• Request assistance, suggest and schedule tasks, etc.
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October 26, 2006 Fermilab’s Envoy CRM 12
Critical to the envoy programOver the long-term, the CRM will:
• Create a full history of communications with all stakeholders
• Allow access to the latest, most accurate information related to stakeholders
• Allow the envoy system to scale as needed
• Allow us to recognize patterns and adapt materials and messages
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October 26, 2006 Fermilab’s Envoy CRM 13
SelectionBegan evaluating CRM Market Leaders• Salesforce.com
~$30,000/year for our use + customization
• Netsuite
~$20,000+/year for our use and too feature-rich
• Act
~$8,000+ for license, plus new server, implementation, customization
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October 26, 2006 Fermilab’s Envoy CRM 14
Solution SugarCRM• Open source (free!)• Supported by commercial firm• Highly rated• Feature-rich • Vibrant developer community• Runs on existing server• Utilizes technologies Xeno Media favors
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October 26, 2006 Fermilab’s Envoy CRM 15
Our implementation – Core ConceptsUsers• Envoys• Managers • Admin Contacts• Community stakeholders
Users have access to the records for all stakeholders assigned to them, plus all notes related to all stakeholders. Managers have access to all.
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October 26, 2006 Fermilab’s Envoy CRM 16
User’s home page• Shows upcoming
scheduled activities
• Shows open tasks
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October 26, 2006 Fermilab’s Envoy CRM 17
Our implementation – Calendar• View scheduled activities
• View shared calendar
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October 26, 2006 Fermilab’s Envoy CRM 18
Activities• Calls• Meetings• Tasks• Notes• Emails
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October 26, 2006 Fermilab’s Envoy CRM 19
Contacts• List• Search • Edit• Email• History
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October 26, 2006 Fermilab’s Envoy CRM 20
Documents• Download files
• Send files
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October 26, 2006 Fermilab’s Envoy CRM 21
Email• Send emails to
contacts and users
• Emails are archived as related to the contacts
• Attach documents from the online document archive
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October 26, 2006 Fermilab’s Envoy CRM 22
Features we do not use• Inbound email
• Bugtracker
• Accounts/Leads
• Project management features
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October 26, 2006 Fermilab’s Envoy CRM 23
What we ask of envoysUse the system as central source for:• Scheduling stakeholder contacts.
• Providing feedback (notes) on stakeholder contacts to build an accurate and thorough history.
• Scheduling and assigning action items resulting from stakeholder contacts.
• Emailing stakeholder
• Keeping stakeholder contact information current and accurate.
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October 26, 2006 Fermilab’s Envoy CRM 24
Training/Documentation• One-time group training
• Individual training sessions (~15 minutes) for envoys who missed group training
• 15 page primer distributed at training and posted to site
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October 26, 2006 Fermilab’s Envoy CRM 25
Support• Reset passwords (~75% of support needed to-date)
• Other minor issues
• Correcting some un-associated tasks/meetings/notes
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October 26, 2006 Fermilab’s Envoy CRM 26
Lessons learned (so far…)• (These?) Physicists are very willing to learn and adapt to
new systems when there is a compelling case that it is necessary.
• Err on the side of simplicity.
• Bear the burden at the front end.
• Show usage progress (positive “peer pressure”).
• Rich, Web-based software feels slow when compared to similar desktop software
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October 26, 2006 Fermilab’s Envoy CRM 27
To learn more• http://www.sugarcrm.com
• Call/Email me:[email protected]/794-9560