Fermilab Envoy CRM System Kevin Munday, Xeno Media October 10, 2006

What is a CRM? In this case… Community Relationship Management October 10, 2006

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 October 10, 2006

How the CRM will help the envoy 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. October 10, 2006

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 October 10, 2006

Selection Started with 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 October 10, 2006

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 October 10, 2006

Our implementation – Core Concepts Users Envoys Managers (Elizabeth, Kurt, Judy, Doug S.) Admin (Kevin) 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. October 10, 2006

User’s home page Shows upcoming scheduled activities Shows open tasks October 10, 2006

Our implementation – Calendar View scheduled activities View shared calendar October 10, 2006

Activities Calls Meetings Tasks Notes Emails October 10, 2006

Contacts List Search Edit Email History October 10, 2006

Documents Download files Send files October 10, 2006

Email Send emails to contacts and users Attach documents from the online documents October 10, 2006

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 stakeholders Keeping stakeholder contact information current and accurate. October 10, 2006

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 October 10, 2006

Support Reset passwords (~75% of support needed to-date) Other minor issues Correcting some un-associated tasks/meetings/notes October 10, 2006

Lessons learned (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 software October 10, 2006