Fermilab’s Envoy CRM System

1. Fermilab’s Envoy CRM System Kevin Munday, Xeno Media October 26, 2006

2. Why the Fermilab Envoy Program? Strengthen relationships between Fermilab and the Community 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 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 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 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 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 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 Fermilab’s Envoy CRM

9. And… The CRM… In this case… Community Relationship Management 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 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. Fermilab’s Envoy CRM

12. Critical to the envoy program Over 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 Fermilab’s Envoy CRM

13. Selection Began 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 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 Fermilab’s Envoy CRM

15. Our implementation – Core Concepts Users • 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. Fermilab’s Envoy CRM

16. User’s home page • Shows upcoming scheduled activities • Shows open tasks Fermilab’s Envoy CRM

17. Our implementation – Calendar • View scheduled activities • View shared calendar Fermilab’s Envoy CRM

18. Activities • Calls • Meetings • Tasks • Notes • Emails Fermilab’s Envoy CRM

19. Contacts • List • Search • Edit • Email • History Fermilab’s Envoy CRM

20. Documents • Download files • Send files 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 Fermilab’s Envoy CRM

22. Features we do not use • Inbound email • Bugtracker • Accounts/Leads • Project management features Fermilab’s Envoy CRM

23. What we ask of envoys Use 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. 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 Fermilab’s Envoy CRM

25. Support • Reset passwords (~75% of support needed to-date) • Other minor issues • Correcting some un-associated tasks/meetings/notes 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 Fermilab’s Envoy CRM

27. To learn more • http://www.sugarcrm.com • Call/Email me: Munday@xenomedia.com 630/794-9560 Fermilab’s Envoy CRM