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HEAnet’s ClientDB

HEAnet’s ClientDB. Brian Boyle. Introduction. HEAnet & Client Relationships Tools Requirements for CRM tool ClientDB. HEAnet & Client Relations. Primarily people driven Started with informal approach (-1997) Then, used basic tools MS Exchange (1997 - 2003) OpenGroupWare (2003 - 2008).

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HEAnet’s ClientDB

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  1. HEAnet’s ClientDB • Brian Boyle

  2. Introduction • HEAnet & Client Relationships • Tools • Requirements for CRM tool • ClientDB

  3. HEAnet & Client Relations • Primarily people driven • Started with informal approach (-1997) • Then, used basic tools • MS Exchange (1997 - 2003) • OpenGroupWare (2003 - 2008)

  4. MS Exchange • Used for Email, Calendar, Contacts • Grew without planning • Took over as Contact database • Data was unstructured • Never used full functionality

  5. MS Exchange Schema

  6. OpenGroupWare • So we changed system to “OGO” • Used for Calendar & Contacts • More formal structure for data • Primarily driven by Calendar requirements • “Jack of all trades, ...” • Webmail, Bulletins, Proj. Mgmt, ...

  7. OGO Schema Assigned-to Tech Contact: Conor Furlong Company A (Client) Assigned-to Billing Contact:Sadhbh Woods Assigned-to Tech Contact: Oisín Doyle Assigned-to Assigned-to Change Ctrl: Aoife Murphy Company B (Client) Assigned-to Billing Contact: Cillian Doyle Assigned-to Tech Contact: Eoin O’Shea Companies People

  8. ClientDB • 2008: OGO hard to maintain, very difficult to expand • Gathered requirements for replacement • Focused on Clients & Services • Researched market • Handed job to internal swdev team

  9. Internal Development? • Why build? • Many many CRM solutions • but most are sales/revenue oriented • and tend towards closed APIs • We reallyrequired extensibility/interoperability with our tools

  10. Requirements • Extendable & Interoperable • Central repository for all client data • Track Clients, Contacts, Services • Open interfaces (http, ldap, ...) • Must integrate with Email, Calendar • Potential to link to Provisioning, Tickets

  11. Functionality • Used for Contacts • Linked to Client Service Agreements • Basis for all Support contacts • Structured data about Contacts • Record of services/clients • Not (yet) used for Provisioning

  12. Resources • Ruby on Rails, MySQL, Ubuntu • LDAP interface to Email MUAs • Calendar interface in transition

  13. ClientDB Schema DCU Billing contact Conor Furlong ORI Change Controller Sadhbh Woods Children Tech Contact Oisín Doyle Mater Dei Change Controller Tech Contact Aoife Murphy St. Pats Billing contact Cillian Doyle Billing contact Eoin O’Shea Contacts Clients

  14. ClientDB • Support for Provider contacts • Reports to keep data consistent • Views of data, e.g • view clients by Finance Contact • view of our of hours contacts

  15. Conclusions • We wanted a very simple system [1] • We really wanted extensibility [2] • We hope to integrate it with • Calendar [3], Provisioning [4], Accounts [5] • So far, we have 1, 2, 3.

  16. Conclusions • We have a small client base • Our contacts have many jobs • Tool can only support Humans • We need a Human CRM

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