Producing value with crm

Steve SpurlockVice President, General Manager

Program Productions

@ProgramProd #SugarCon

Program Productions and Sugar

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• Live sports and entertainment production company produces 3,000+ events per year.

• Customers: Major networks, media, brands- client list includes Big Ten Network, NBC Sports, Fox Sports, Turner and MLB Network.

• Formerly used Outlook and Excel• Launched Sugar: 2013• Partner: Highland Solutions

Why did we need CRM?

• To improve workflow process and project management

• To raise level of data integrity in environment of rapid changes

• Create an environment of robust reporting and information visibility

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i CRM TO…

“…maintain my sanity.”

Implementation

Intelligent utility that streamlines processes,

reduces errors and contains costs

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Implementation

• ProCrewz does the heavy lifting:– Estimating production expenses– Event staffing– Freelance hiring– Travel costs– Calendar management

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Module Customization

• Rate Card: set contracted rates and benefits for freelancers in each city

• Invoicing: pull labor detail from related job to create custom invoices and generate estimates

• Positions: catalogs all crewing positions

• Employees: W-2 freelancers list, highlights specialties and project history

• Job Opportunities: Monitors events to track estimates and actual labor costs

• Pricing/Expenses Module: Pricing on equipment rentals, includes cost vs actual

• Estimated Labor: Estimates call time, crewing dates and scheduled hours

• Labor Actuals: Records actual hours worked for invoicing and job records

• Job Calendar: View of daily job activity

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Portals

• Freelancer: Access to documents related to the job, including crew lists, crew contacts, sign-in/-out sheets and trouble reports.

• Client View: Displays all related upcoming events with option for detail view. Clients can pull reports for detailed job estimates and costs related to crew member names, call times, travel, etc.

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Impact

Steve Spurlock, VP of Live Events•Increased Productivity: “If it takes four hours to crew a job, instead of the six hours it used to take, you’re spending one-third less time on each job. In an eight-hour day, we can pick up two hours and get two jobs done instead of one-and-a-half.”

•Decreased administrative costs: “We’re saving hundreds of hours each year using Sugar to build our jobs… we can do it in 1/3 to 1/2 that time because so much of the information is in the system: names, tax information, rates for major cities, union rules.”

•Automated Invoicing: “I used to do all the invoicing myself. Being able to have all this information built into a system where all the calculations are done themselves and information is pre-generated, I have gained hours in my week.”

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Impact

Kelli Dora, National Crew Coordinator

• Improved agility – When Minutes MatterTechnical director was a no-show for a live broadcast

“I had someone on the road in 45 minutes. With the spreadsheets system, it would have taken me at least a couple of hours.”

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Moving forward with CRM

• Social Media: Jobs board via portal that allows freelancers to see future jobs, and post their locations and availability each week.

• Onboard sales staff• Integrate with payroll and financial system

• Further expansion plans include: real-time portal support access, crew event notifications, back-office system integration, scheduling alerts and event request capabilities for clients.

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Ideas to Produce Results

• Develop intelligence – Automate where possible – Centralize information access

• Leverage portals– Limited view for critical information– Input feeds automation and backend processes

• Facilitate team agility – Empower to react faster, better when problems arise

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THANK YOU

@ProgramProd #SugarCon