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

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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

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

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

11. Activities
Calls
Meetings
Tasks
Notes s
October 10, 2006

12. Contacts
List
Search
Edit
History
October 10, 2006

13. Documents
Download files
Send files
October 10, 2006

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

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

16. 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

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

18. 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