1. 1 BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10 CRM @ BELNET

2. 2  CRM @ BELNET project background  Choice for Stay in Front CRM Functionalities Demo: Quick tour  Lessons Learned – new challenges Agenda

3. 3 CRM @ BELNET- Project Background  Starting point 2006 MGT strategic objectives More efficient & effective organization Towards a customer oriented organization As was… Customer & contact database (SQL+PhP webinterface) with  Developed In-house by service project managers/engineers  support & further development ? -> no priority  already some ‘CRM-functionality’ (contract management, invoice calculation…)

4. 4 CRM @ BELNET- Project Background  Starting point 2006 Inefficient customer information mgt:  + 20 data sources scattered around the organisation (spreadsheets, MS access contact management, paper files, network & technical data…)  double data storage, where’s most accurate data ? Extra functionalities needed at that point : ? Customer contact history ? Keep track of customer needs ? Internal order management / ticketing ? Accurate data source for 24/7 NOC/Helpdesk ? Accurate & dynamic reporting ? »…»…

5. 5 CRM @ BELNET - Background  Customer relations unit = initiator & project lead Seemed like the best way to go…but:  Skills IT project mgt ?  Functional & business process analysis: scoping user requirements ?  Workload vs ≠ no core business of CR-team (3pers.)  Q3 2006 -> scoping requirements for CFT => a Corporate Datamodel !

6. 6 CRM @ BELNET – Project background  Q 1 2007 -> CFT – budget 250k€ (incl. 3 year support & maintenance)  Selection:  From all offers best match & within budget..at that point.  Extra development seemed very limited…  Q2-Q4 2007: re-scoping, fine-tuning ≈ BELNET requirements & development  Initial expectations What Sif CRM really could do..  JAN –FEB 2008 => data migration + in production  2008-today: ongoing fine-tuning, debugging & development (interfacing ! Reporting !). Direct HR for project (3y): 1 FTE Project Mgr (3rd party) + ca. 1 FTE internal (CR & ICT)

7. 7 CRM Functionalities  “Customer relationship management” Organization & Contact mgt Contract & document mgt Activities & customer contact history Customer Needs follow up Connections & Services data (incl. network & IP DB) Change mgt -> ticketing system Invoicing -> interface with accounting application Reference databank for for NOC 24/7  Supplier & Tendermanagement  Corporate contact database … ?  Reporting … ?

8. 8 CRM Quick Tour

9. 9 CRM Lessons learned & new challenges  Budget ! –Initial budget 300K€ … +600 K€ today -> HR & further tinetuning ! –Question : What is reasonable ? –Lesson learned: Hidden/indirect (HR) costs should be scoped upfront  Scoping of requirements: 2 years later “hey, now we know what we really want(ed) ! –Functional & system requirements »2 year later still finetuning »Should be solid & extremely well described… –Lesson learned: skilled functional/business process analyses (internal ? ) + pilot

10. 10  Integration of CRM in organization “ One data source & application for everybody … ? –Convince staff to start using it … –Should be more user friendly for some of us… –New functionalities… extra administrative burden ? –CRM Manual = not enough »Skills & lot of experience needed to get the system working for you… » new specialism in team : the ‘CRM-worker’

11. 11  Challenges faced today: –Getting decent reporting out of CRM -> accuracy, still takes time –(New) functionalities not working properly -> Users stop bothering –Risk of data pollution -> needs to be monitored… –Further interfacing with accounting system, –CRM -> interfacing Web-Portal ? –New services…  Invoicing, contracts –2011: New CRM, full ERP system ?

12. 12 Thank you for your attention. Questions?