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Customer Information Systems

Customer Information Systems. Experience gained with SugarCRM & headlines new SURFnet CRM . Albert Hankel , Wladimir Mufty 07 February 2013. Agenda 09:00 – 09:30 (CET). Customer Information Systems. Part 1: Current situation @SURFnet Part 2: Future situation @SURFnet

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Customer Information Systems

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  1. Customer Information Systems • Experience gained with SugarCRM & headlines new SURFnet CRM Albert Hankel, WladimirMufty 07 February 2013

  2. Agenda 09:00 – 09:30 (CET) • Customer Information Systems • Part 1: Current situation @SURFnet • Part 2: Future situation @SURFnet • Part 3: Discussion & Questions

  3. SugarCRM – CustomerInformation • Customer Information Systems • Contacts: Research & Education, vendors, partners, NREN’s • 1000+ contacts and 3500+ contact persons. • Basic setup and basic datamodel • Front end + back end • SOAP support

  4. SugarCRM – Datamodel Contacts Connected Institutions SURFnet • Customer Information Systems

  5. SugarCRM – User experiences • No batch export • Customizing consequences • No auto-complete or live search • Customer Information Systems • Web based • Complete content • 1-many relations • Main source system

  6. IDD – Institution Services Database • Customer Information Systems

  7. SURFdashboard – Customer interface url • Customer Information Systems

  8. Heading towards a new CRM

  9. Our current CRM • Customer Information Systems

  10. Reasonsfor change • Customer Information Systems • Tangledentirety of systems • Hard to change anything without causingproblemselsewhere • Diffuse responsibility of individual systems (Law of the handicap of a head start) • Our digital archive is gettingoutdated • Towards more self-service:SURFdashboardSURFcockpit

  11. Goals • Customer Information Systems • Integrated support for customer relationship management • Increase efficiency • Flexibility in flow of digital documents • Transparancy in system responsibilityandminimized in-house maintainance • Ready forfuture changes en developments

  12. Describing current situation • Customer Information Systems

  13. Describing current situation IST SOLL Needs & Wishes • Customer Information Systems

  14. Where do we want to be a year from now? Phase 1 Analysis Phase 2 Oriëntation Phase 3 Realisation • Customer Information Systems • Fase

  15. Dreaming of perfect customer relationship

  16. Optimal self-service • Customer Information Systems

  17. Complete and correct information • Customer Information Systems

  18. Realtimesynchonization of systems • Customer Information Systems

  19. Tailored and pro-active communication (e.g. marketing) • Customer Information Systems

  20. Behaving system users  • Customer Information Systems

  21. Discussing the way forward(for us and perhaps for collaboration between NRENs)

  22. Questions we could/should ask ourselves • Is there any difference between NRENs in the way they manage their customer relationships? • What are our implicit assumptions about the way things work? • Who is the ‘Customer’ in CRM? • What are the CRM boundaries? • Are NRENs that special that off-the-shelf solutions don’t work for us? • One big system vs (a modular set-up of) different systems?

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