Novell BrainShare 2002 Government Success Story: CRM with Novell Portal Services and eDirectory™ Trent Badger Product Manager Novell, Inc. tbadger@novell.com Dave Turner Officer GroupLink dturner@grouplink.net Paul Zubel IT Director New York City Council BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

Outline Novell vision and mission one Net Solutions Model Novell Portal Services (NPS) purposes CRM defined Why CRM? CRM components CRM case example: New York City Government Demonstration Questions and answers

Vision…one Net Mission A world where networks of all types—corporate and public, intranets, extranets, and the Internet—work together as one Net and securely connect employees, customers, suppliers, and partners across organizational boundaries Mission To solve complex business and technical challenges with Net business solutions that enable people, processes, and systems to work together and our customers to profit from the opportunities of a networked world

NPS Purposes Personalized, secure business experience Simplify and focus Build, enhance key relationships Accelerate results

CRM Defined Constituent/customer/project relationship management Better constituent/customer/project relations Happier constituents = productivity and savings Better/timely management reports Better organizational responsiveness

CRM Defined: Industries Benefiting from CRM Government—state and local Constituent relationship management Manage and track civic priorities and projects Web interaction by constituents Web and wireless interaction by government authorities Deskless interaction by field workforce Government—federal Case (or Congressional) relationship management Manage and track congressional projects History of project activities Reporting of future and past events to government authorities Secure environment

CRM Defined: Industries Benefiting from CRM (cont.) Sales, manufacturing, entertainment, banking, transport Customer/project relationship management Manage and track customer information, cases and projects Web and wireless (deskless) interaction by field workforce Professional services e.g., legal, financial, insurance, CPAs, healthcare e.g., engineering, architectural, advertising, consulting Academic Class (or counseling or collegiate) relationship management Web interaction by students or affiliates, history recorded Interaction with school suppliers, sponsors, trustees, etc. Workflow-enabled

Why CRM? A Novell-Based CRM Perspective Those seeking the benefits of a CRM solution also deserve the benefits of a “one Net” solution The Novell-based eCRM solution Is the only integrated CRM solution for LDAP, Microsoft, MS Exchange, Novell eDirectory™, Novell Portal, and Novell GroupWise® Allows integration of all relevant databases into one holistic approach to customer, constituent and case relationships Automates the business cycle from first contact to repeat relationships Is eDirectory and LDAP–enabled Novell Portal–enabled Is Novell Yes Tested and Approved Can support the GroupWise 6 vision of enabling the deskless workforce

Why CRM? Business Problems Solved by CRM Solution Loss of efficiency or productivity due to poor constituent or project information storage procedures Fragmented information storage Keeping multiple constituent, contact or project databases, address books and calendars synchronized Non-integrated front-office and back-office processes, leading to constituent/project frustration…leading to a crippled project or lost confidence Solution...CRM

Why CRM? Business Problems Solved by Novell-Based CRM Integrates into one Net environment Centralizes database Correlates activities to the calendar Holds users accountable Chronicles history Reports on status and results

Why CRM? Quantified Problems Solved: Government CRM Novell BrainShare 2002 Why CRM? Quantified Problems Solved: Government CRM Return on Investment (ROI) Average savings per employee Response time reduced 70 - 80% Work backlog reduced 60 - 80% Errors/rework reduced 40 - 50% Learning curve reduced 18 - 20% Training costs reduced 30 - 40% Calculated payback time = 4–5 months BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

Why CRM? Who the CRM Advocates Are Elected officials Executive staff IT/IS management Clerical staff Constituents

CRM Components with the Enterprise Network Novell BrainShare 2002 CRM Components with the Enterprise Network Network infrastructure Identity management Authentication Directory services Messaging Task management Calendar Document management Portal/web access Wireless access XML technology Open database CRM information Project information Contact information Organization information Profile History Events/schedules Projects and campaigns Support information Service information Specifications Procedures Referral information Relationships/associations Other CRM process Share/collaborate Forecast/report Review/approve Route Authenticate Participate in workflow Fulfill Track status Track history Hold accountable Keep secure Other Every part of your extended enterprise can work together as one Net BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

CRM Components: Workflow New relationship or project Data entry Manual Imported Web interaction Active project Fulfillment of relationship Products Services Simply put, it’s managing all aspects of the constituent or project lifecycle, integrated via groupware or a web portal Expanding relationship or project Referrals Repeat relationship Expansion Existing relationship or project Service/support to contact or constituent

CRM Components: eReporting CRM = management reports “Drillable” information Accessible anywhere (web/portal)

CRM Case Example: New York City Government Novell BrainShare 2002 CRM Case Example: New York City Government Portal-based constituent relationship management Currently three primary CRM functions Relationship management—51 council offices Issue management—citizen concerns eReporting—citizen issues by district, date, etc. Future expansion Portal interface for community/citizen groups Portal interface for city services Portal interface for media, businesses, etc. BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

CRM Case Example: NYC Solution and Novell Model Novell BrainShare 2002 CRM Case Example: NYC Solution and Novell Model Novell Net Services Software Core services Platform Operating systems NetWare Windows Solaris Linux AIX … Novell eDirectory Product groups Constituents Elected officials Gov’t staff NYC Government Services NYC I.T. and GroupLink Solutions Users Constituent/Project Relationship Management (CRM) for State and Local Government Integration services Portal Content delivery Messaging User provisioning Collaboration BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

CRM Case Example: NYC Example Screens Novell BrainShare 2002 CRM Case Example: NYC Example Screens BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

CRM Case Example: NYC Demonstration Novell BrainShare 2002 CRM Case Example: NYC Demonstration Constituent interface (web) Administrator interaction Council staff interaction Councilmember interface (portal) BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

CRM Case Example: NYC Benefits Personalized, secure business experience Simplify and focus Build, enhance key relationships Accelerate results

CRM Case Example: NYC Benefits (cont.) Constituent/customer/project relationship management Better constituent/customer/project relations Happier constituents = productivity and savings Better/timely management reports Better organizational responsiveness

Novell BrainShare 2002 Contact Information Visit http://www.grouplink.net/ E-mail info@grouplink.net Phone (801) 298-9888 BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory