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Contact Management

Contact Management. Presenters: Russell Hollick/Phil Duff. Agenda. CRM strategic direction Contact Management overview Integration to Microsoft Office products. CRM Strategic Direction. CRM is pervasive in an organization Good CRM software needs to be tightly integrated to core product…

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Contact Management

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Presentation Transcript

  1. Contact Management Presenters: Russell Hollick/Phil Duff

  2. Agenda • CRM strategic direction • Contact Management overview • Integration to Microsoft Office products

  3. CRM Strategic Direction • CRM is pervasive in an organization • Good CRM software needs to be tightly integrated to core product… • …and in fact should be in the core product • SYSPRO CRM includes good functionality…but • …is not seamlessly embedded in SYSPRO itself • We need to implement CRM functionality into the core product over time • Contact Management in SYSPRO is first phase to achieve final goal • SYSPRO CRM will continue to be enhanced and supported as present

  4. Contact Management Functionality • Built using business objects and property controls • Manage contacts • Create customers from contacts • Record activities against a contact • Assign contacts to accounts • Assign company groups Customers Suppliers Accounts

  5. Basic CMS Architecture Customers Suppliers Accounts Contacts Activities

  6. Microsoft Office Integration • SYSPRO is typically installed on some computers within an organization… • … which means contact information is inaccessible to the enterprise generally • Office integration architecture exposes contact management information to enterprise • Information should be available in all Office products (not just in Outlook)

  7. Integration Vision • Contacts information available everywhere • Online & Offline Organization wide Address Book • Local Outlook Address Book • Make CMS information accessible in Office • Customers / Suppliers / Accounts • Contacts • Activities • Capture Activity information from • Manual input through Office • Email

  8. Office Integration Architecture IBF Office Exchange Mail Event Sync ( Office 2003 Pro ) Toolbar Mail Server s e i t i v i t c A HTTP Local e . net SYSPRO . NET Assembly Web Services Contact Local Synchronizer Cache Service ( XML files ) Active Directory Office Client Server

  9. CMS Client Components Key Issue • Provide user interfaces with rich functionality using latest Microsoft technologies… • …yet recognize that SYSPRO users are conservative in adoption of technology Solution • A User Interface built for Office 2003 and higher (IBF) • A User Interface built for earlier Office versions (Office Add-in) Two user interfaces Office add-in IBF

  10. Information Bridge Framework • Context sensitive information available in the “task pane” of Office. • Smart Tags will be used to recognise Contacts, Customers, Suppliers and Accounts, and then provide entry points into context sensitive IBF screens. • Search for Contact / Customer / Supplier / Account • View Customers / Supplier / Account details • View Contact details • View Activity List for Contact or Company / Supplier / Account • View Activity Details • Register new Activity

  11. Office Add-in • “SYSPRO CMS” Toolbar (available in all Office applications), used to launch Windows Forms • Synchronize Local Outlook Address Book with SYSPRO Contacts • Configure SYSPRO Connection properties (operator name, server name etc) • Search for Contact / Customer / Supplier / Account • View Customers / Supplier / Account details • View Contact details • View Activity List for Contact or Company / Supplier / Account • View Activity Details • Register new Activity

  12. Special Services LDAP Contact Synchronizer • Service synchronizes contacts to a LDAP directory • Can use Microsoft Active directory or • ADAM (a free, lightweight LDAP directory from Microsoft) • Active directory reflects a global address list • Makes contact information enterprise-wide • Information available off-line Mail Activity Interceptor • Intercepts mails and routes to SYSPRO CMS • Provides links from SYSPRO CMS to original email message Global address list Email router

  13. Key Points • Uses web services for communication • Uses business objects for underlying business logic • By implication, web applications can be built • CMS is a separate, purchasable module • Office add-ins are built-in (no extra charge) • CMS will showcase new embedded technologies (report views) • Delivery 3rd Qtr 2006 • Development on CRM-type functionality will be a focus throughout 2006 Extensible architecture Tight Office integration Demo

  14. SYSPRO Simplifying your success

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