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

Fermilab’s Envoy CRM2 Why the Fermilab Envoy Program? Strengthen relationships between Fermilab and the Community

October 26, 2006Fermilab’s Envoy CRM3 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

October 26, 2006Fermilab’s Envoy CRM4 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

October 26, 2006Fermilab’s Envoy CRM5 Envoy program ~30 communication-savvy Fermilab employees asked to serve ~60 “Tier 1” community stakeholders identified Each envoy paired with the most appropriate stakeholders

October 26, 2006Fermilab’s Envoy CRM6 Not a sales force Building Relationships One-on-one, rather than institutional Dealing with someone you know and trust Not just for the ILC

October 26, 2006Fermilab’s Envoy CRM7 How? Envoys call and/or 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

October 26, 2006Fermilab’s Envoy CRM8 Support and supplies One-time training Folders with brochures, fact sheets, etc. Fact sheets, other info posted to the Web

October 26, 2006Fermilab’s Envoy CRM9 And… The CRM… In this case… Community Relationship Management

October 26, 2006Fermilab’s Envoy CRM10 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 26, 2006Fermilab’s Envoy CRM11 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.

October 26, 2006Fermilab’s Envoy CRM12 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 26, 2006Fermilab’s Envoy CRM13 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

October 26, 2006Fermilab’s Envoy CRM14 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 26, 2006Fermilab’s Envoy CRM15 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.

October 26, 2006Fermilab’s Envoy CRM16 User’s home page Shows upcoming scheduled activities Shows open tasks

October 26, 2006Fermilab’s Envoy CRM17 Our implementation – Calendar View scheduled activities View shared calendar

October 26, 2006Fermilab’s Envoy CRM18 Activities Calls Meetings Tasks Notes s

October 26, 2006Fermilab’s Envoy CRM19 Contacts List Search Edit History

October 26, 2006Fermilab’s Envoy CRM20 Documents Download files Send files

October 26, 2006Fermilab’s Envoy CRM21 Send s to contacts and users s are archived as related to the contacts Attach documents from the online document archive

October 26, 2006Fermilab’s Envoy CRM22 Features we do not use Inbound Bugtracker Accounts/Leads Project management features

October 26, 2006Fermilab’s Envoy CRM23 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. ing stakeholder Keeping stakeholder contact information current and accurate.

October 26, 2006Fermilab’s Envoy CRM24 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 26, 2006Fermilab’s Envoy CRM25 Support Reset passwords (~75% of support needed to-date) Other minor issues Correcting some un-associated tasks/meetings/notes

October 26, 2006Fermilab’s Envoy CRM26 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

October 26, 2006Fermilab’s Envoy CRM27 To learn more Call/ me: 630/