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BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10

CRM @ BELNET. BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10. Agenda. CRM @ BELNET project background Choice for Stay in Front CRM Functionalities Demo: Quick tour Lessons Learned – new challenges . CRM @ BELNET- Project Background . Starting point 2006

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BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10

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  1. CRM @ BELNET BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10

  2. Agenda • CRM @ BELNET project background • Choice for Stay in Front CRM • Functionalities • Demo: Quick tour • Lessons Learned – new challenges

  3. CRM @ BELNET- Project Background • Starting point 2006 • MGT strategic objectives • More efficient & effective organization • Towards a customer oriented organization As was… • Customer & contact database (SQL+PhP webinterface) with • Developed In-house by service project managers/engineers • support & further development ? -> no priority • already some ‘CRM-functionality’ (contract management, invoice calculation…)

  4. CRM @ BELNET- Project Background • Starting point 2006 • Inefficient customer information mgt: • + 20 data sources scattered around the organisation (spreadsheets, MS access contact management, paper files, network & technical data…) • double data storage, where’s most accurate data ? • Extra functionalities needed at that point : • Customer contact history • Keep track of customer needs • Internal order management / ticketing • Accurate data source for 24/7 NOC/Helpdesk • Accurate & dynamic reporting ? • …

  5. CRM @ BELNET - Background • Customer relations unit = initiator & project lead • Seemed like the best way to go…but: • Skills IT project mgt ? • Functional & business process analysis: scoping user requirements ? • Workload vs ≠ no core business of CR-team (3pers.) • Q3 2006 -> scoping requirements for CFT =>a Corporate Datamodel !

  6. CRM @ BELNET – Project background • Q 1 2007 -> CFT – budget 250k€(incl. 3 year support & maintenance) • Selection: • From all offers best match & within budget ..at that point. • Extra development seemed very limited… • Q2-Q4 2007: re-scoping, fine-tuning ≈ BELNET requirements & development • Initial expectations What Sif CRM really could do.. • JAN –FEB 2008 => data migration + in production • 2008-today: ongoing fine-tuning, debugging & development (interfacing ! Reporting !) . Direct HR for project (3y): 1 FTE Project Mgr (3rd party) + ca. 1 FTE internal (CR & ICT)

  7. CRM Functionalities • “Customer relationship management” • Organization & Contact mgt • Contract & document mgt • Activities & customer contact history • Customer Needs follow up • Connections & Services data (incl. network & IP DB) • Change mgt -> ticketing system • Invoicing -> interface with accounting application • Reference databank for for NOC 24/7 • Supplier & Tendermanagement • Corporate contact database … ? • Reporting … ?

  8. CRM Quick Tour

  9. CRM Lessons learned & new challenges • Budget ! • Initial budget 300K€ … +600 K€ today -> HR & further tinetuning ! • Question : What is reasonable ? • Lesson learned:Hidden/indirect (HR) costs should be scoped upfront • Scoping of requirements: 2 years later “hey, now we know what we really want(ed) ! • Functional & system requirements • 2 year later still finetuning • Should be solid & extremely well described… • Lesson learned: skilled functional/business process analyses (internal ? ) +pilot

  10. Integration of CRM in organization “ One data source & application for everybody … ? • Convince staff to start using it … • Should be more user friendly for some of us… • New functionalities… extra administrative burden ? • CRM Manual = not enough • Skills & lot of experience needed to get the system working for you… • new specialism in team : the ‘CRM-worker’

  11. Challenges faced today: • Getting decent reporting out of CRM -> accuracy, still takes time • (New) functionalities not working properly -> Users stop bothering • Risk of data pollution -> needs to be monitored… • Further interfacing with accounting system, • CRM -> interfacing Web-Portal ? • New services…  Invoicing, contracts • 2011: New CRM, full ERP system ?

  12. Thank you for your attention. Questions?

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