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H034: Client Management Using Microsoft SharePoint and CRM

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1 H034: Client Management Using Microsoft SharePoint and CRM
Richard Schumacher and Bob Serben Workforce & Community Development St. Louis Community College H034: Client Management Using Microsoft SharePoint and CRM

2 St. Louis Community College
Largest community college system in Missouri serving an area of about 700 square miles; created by area voters in 1962 Three campuses (4th under construction) offering transfer, career and developmental programs, plus non-credit continuing education courses Four education centers Credit enrollment is about 32,500

3 Workforce & Community Development
Division of St. Louis Community College that serves the community beyond the traditional college setting Responds to the needs of St. Louis’ business, civic, and community-based organizations Experienced professionals working to improve the quality of the area’s workforce and provide increased opportunities for the area’s residents

4 The Presenters Richard Schumacher Manager, Technology Initiatives Workforce & Community Development Bob Serben Director Center for Business, Industry & Labor

5 Overview Departmental and College Intranet Development
Considerations for Users Performance Improvement Goals Customer Relationship Management User Collaboration Workplaces Process & Technical Development Decisions SharePoint Technology

6 WCD Division Strengths
Strong financial management Understanding of College and Business World practices, requirements and processes Focus on appropriate use of current technology Good availability of resources More structured employee environment Less change-adverse than rest of College

7 WCD Intranet Journey Initial Departmental Intranet Development
College Intranet System Revised Division Intranet MOSS 2007 / CRM 3.0 Division Intranet

8 What Is Not Happening? Information was not being reviewed in a timely manner Information needed to support better decision making Access from the field (project sites) to information was limited Information not easily found

9 Steps for Intranet Development
Assemble your team and resources Define needs and project scope Develop prototype Develop piloting process Beta test Evaluate results Modify according to data collected

10 WCD Intranet – Take One Team approach (leadership, process owners, content owners, creative staff, tech folks) User focus groups Internal access only – remote users access through network dial-in (or via terminal server) Static html site enhanced with a SharePoint Portal 2001 document center

11 Development Team Leadership Sponsor Project Leader
Content and Process Experts Content and Process Owners Editorial (includes categorize, index and archive) Creative and Design Quality Assurance and Compliance Technical (web, application, product, database)

12 Intranet Team

13 CBIL Intranet – Original Site

14 Original CBIL Intranet

15 Original CBIL Intranet

16 Master Calendar

17 Early Document Management Office Server Extensions (OSE)

18 Seven Steps to a Successful Intranet
Form an intranet advisory team Make sure someone is in charge Plan for an adequate budget Plan on updating the content Keep your technical options open Be patient and supportive Promote your Intranet

19 College Intranet System
The success of the CBIL Intranet led to the deployment of a College-wide Intranet which initially consisted of two parts: Static html Intranet website reflecting the “org chart” geo-political structure of the College SharePoint 2001 Portal for document management Internal-only access due to confidentiality concerns on content

20 College Intranet - Webpages

21 College Intranet – SPS 2001

22 College Intranet – Doc Center

23 Issues with College Deployment
No centralized authentication – over 60 non-trusting domains, workgroups & NDS trees Login by the same domain used for Varied levels of participation interest Difficulty explaining the need to/how to login Not all College internal systems/data sources were represented Heavy reliance on paper and paper triggers

24 College Intranet - CollegeWeb
Developed as a “one stop shop” – one place with links to all the major College data systems Branding to remove “intranet” confusion DNS resolution, Internal name resolution only New single-forest, single domain structure eliminated login confusion, misunderstanding

25 College Intranet - CollegeWeb

26 WCD Intranet – Take Two Address issues with existing departmental Intranet as a transition on the path to document collaboration with MOSS2007 (SharePoint) Fully incorporate all of the departments in the WCD division – not just CBIL Change to Internet-based access from dial-up Leverage lessons learned, user requests, and what is and isn’t used in the old system

27 Transition WCD Intranet
Accessible through Internet, DNS resolution All traffic SSL encrypted Static html site with links to dynamic content Department and Committee organization Visual Employee Directory Links to College data systems WCD News via html , pdfs on Intranet

28 Provide a way to find your Intranet

29 WCD Intranet – Home

30 WCD Intranet – Dynamic Content

31 WCD News

32 eLearning

33 What Do Users Want? Easy to find and use
Information – Accurate – Essential – Reliable – Relevant Interesting – New – Dynamic – Timely Trusted – Unduplicated – Findable Self-service Organize and access their documents, anywhere Be told when there is something they need to know about or act on Personalization

34 Considerations for WCD Users
Multiple departments with different operating styles and goals Lots of locations – most staff “in the field” Need to share and securely backup documents Some staff use non-College computers and require clientless deployment Has to be obvious and easy to use

35 Performance Improvement Goals
Communication and Collaboration Higher utilization of “corporate knowledge” Need to better organize and share contacts, contact history, client history and records Effective marketing campaign management Improved “cross-selling” of WCD department and College services

36 Intranets Are About People
Business needs drive the implementation What are the business goals? What do you expect to achieve? How will you measure success? Plan before you deploy – installation, implementation, content management, related systems, training … SharePoint is all about document collaboration – remember that some people don’t like to share Your IT department likely doesn’t understand taxonomies and cultural change management – don’t expect them to understand how those impact SharePoint or CRM

37 Customer Relationship Management
Manage each and every customer experience better, and in a personalized manner based on their history with you Provides a central, organized, consolidated repository of all the information relating to your clients, leads, and prospects Provides a structure reinforcing business processes It’s a business strategy

38 Key CRM Data Should you be marketing to this account or contact; and what is the contact method? Specific customer / prospect history What are they interested in? What competitor are they using? When does that engagement end? What have they purchased? What is the contact cycle (how important are they)? Who is assigned to handle this customer?

39 “The Shape of Things To Come”
Workforce development will become increasingly more “visible” “Comprehensive servicing” will be the value adding characteristic Stakeholders will demand better performance

40 CRM System Requirements
A system employees will actually use Accessible anywhere Easy to maintain accurate, complete, and timely customer and prospect data Effective reporting Tactical Strategic

41 Accurate, Comprehensive, Integrated
At least 1/3 of personnel information in commercial business databases is inaccurate History is vital when client personnel change or multiple contacts occur at the same client Various “arms” of workforce development may call on the same clients Lots of different info sources involved – s, letters, contracts, worksheets, faxes, invoices

42 Effective Reporting In the “externally funded” environment:
Forecasting is critical Activity management is essential Service / sales knowledge mix is indispensable Marketing campaigns need review and analysis

43 A System That Will Actually be Used
Outlook has become the “de facto” standard operational tool for time and activity management – most staff “live” in Outlook People resist change Acceptance and comfort Shortened learning curve Continual improvement by Microsoft

44 CRM Implementation Issues
Multiple systems / departments with customer information Multi-channel customer interactions (phone, , fax, web sites, mail, IM, in-person) Remote workers Inflexible systems Account / contact conversions (suspect, lead, campaign, opportunity, prospect, quote, sale, customer, case - service support, billing)

45 CRM System Issues Over 80% of deployments are considered failures
Education-specific systems usually are complex, expensive, lacking in desktop integration, and limited in functionality (already dated – old tech) PIM / SFA contact managers typically can’t be sufficiently customized (and are complex to customize) and have interoperability issues – they focus on the viewpoint of a sales representative Most systems can’t do sales, marketing and service management with one product

46 CRM Processes It’s all about workflow … automating business processes
Task assignment Confirmations and feedback Notifications and escalation (alerts) Measurement and reporting (analysis)

47 Why Microsoft CRM 3.0? Targeted for heavy Outlook users
Full functionality web version for remote access Extremely easy customization; adaptability to your operational processes Manages marketing, sales, and service activities Organizes all of the common document types Geared for activities by Business Unit or Team Directly integrates with Microsoft Workflow

48 Microsoft CRM 3.0 Modules Sales Opportunity Mgmt Sales Process Mgmt
Quotes Order Mgmt Sales Force Mgmt Sales Literature Direct Product Catalog Competitor Tracking Customer Service Case Mgmt View All Info Routing & Queuing Auto-response Mgmt Service Scheduling Knowledge Base Service Contracts Marketing Campaigns Create Lists Qualify Lists Campaign Templates Campaign Execution Track Marketing Info Quick Campaign

49 Designing CRM Workflow
Define the steps of your sales cycle Create an outline for each step What action will be taken? What will trigger the action? Who is responsible for the action? What occurs when the action is complete? What escalation occurs if the action is not completed?

50 Academic Application of CRM
Outreach (marketing) to parents, benefactors, alumni, community leaders, and others Student management and recruitment Distance Learner communications Faculty/instructor recruitment and retention

51 CRM Outlook Client

52 CRM Web Interface

53 Organizing Shared Files
Announcements or News Forms and Templates One-off documents or images Version controlled documents “Official” policies, procedures, or releases Personal stuff Who gets / needs what?

54 Make Sure to Include Access to existing formal information systems
Heavily used informal tools or information Usually dealing with document management Usually ignored by formal IT departments How staff collaborate now Shared spreadsheets or Access databases Manual forms Too many attachments

55 SharePoint 2003 – SPS & WSS Portal – a container for many sites, connects them with navigation and search (consume info) Portal area – container within the portal that organizes information together SPS 2001 had Categories instead which were many to many based on doc metadata, SPS 2003 Areas were less flexible based on Portal Listings, MOSS 2007 fixes this SharePoint Site – web site organizing a team or document collection (author and collaborate) SPS 2003 architecture forces more site collections with less info in each collection

56 Rich and Web forms based front-ends, LOB actions, pluggable SSO
SharePoint Technology Server-based Excel spreadsheets and data visualization, Report Center, BI Web Parts, KPIs/Dashboards Docs / tasks / calendars, blogs, wikis, integration, project management “lite”, Outlook integration, offline docs/lists Business Intelligence Collaboration Rich and Web forms based front-ends, LOB actions, pluggable SSO Enterprise Portal template, Site Directory, My Sites, social networking, privacy control Business Forms Portal Content Management Search Integrated document management, records management, and Web content management with policies and workflow Enterprise scalability, contextual relevance, rich people and business data search

57 SharePoint Services and Server
Team Productivity Team Sites Web Parts Basic Search Alerts/Notifications Security Trimming Versioning Centralized Administration Enterprise Work Environment Portal / MySites Enterprise Search Content Management Records Repository Workflow Templates Forms Server * Excel Services * Business Data * Catalog Document Collaboration Meeting Workspace Document, Picture, and Form Libraries

58 SharePoint Architecture
Collaboration Discussions Calendars Presence Project Mgt Offline Content Mgt Authoring Approval Web Publishing Policy & Auditing Rights Mgt Retention Multi-Lingual Staging Portal MySites Targeting People Finding Social Networking Privacy Profiles Site Directory Search Indexing Relevance Metadata Alerts Customizable UX BPM Rich\Web Forms Biz Data Catalog Data in Lists LOB Actions Single Sign-On BizTalk Integ. BI Excel Services Report Center KPIs Dashboards SQL RS\AS Integ. Data Con. Library Core Services Management Delegation Provisioning Monitoring Staging Security Rights\Roles Pluggable Auth. Per Item Rights Trimming Storage Repository Metadata Versioning Backup Topology Config. Mgmt. Farm Services Feature Policy Extranet Site Model Rendering Templates Navigation Visual Blueprint APIs Fields\Forms OM and SOAP Events Deployment Web Parts | Personalization | Master Pages | Provider Framework (Navigation, Security…) Database services Search services Workflow services Operating System Services 58

59 SharePoint Development Projects
Portal entry point with links to formal info systems, formal policies and procedures, forms, general lists, and department process SharePoint sites organized by business line or operating process Informal shared spreadsheets / Access databases become MOSS lists or Excel server worksheets Paper forms become InfoPath server forms Document management and version control Remove attachments from s, alerts and RSS Committee / meeting workplaces

60 Level of Difficulty Document Management Standard Lists – links, contacts, etc Department Collaboration Sites Committee / Meeting Workplaces Custom Lists InfoPath Forms Key Performance Indicators - Dashboards Business Intelligence Reporting

61 Portal Design Goals Must reinforce no document duplications
Users must easily author directly to the system Means you need to start with an overall plan – not “throw up a couple of department sites” Figure out what needs to go in your main portal and follow that up with business process sites

62 Everything Is a List Announcements Contacts Document Library (+)
Events Form Library (InfoPath) General Discussion Links Survey (+) Tasks Picture Library Problem Report Calendars (+) Document Collaboration (+) Meeting Agenda Attendees Decisions Issues (+) Meeting series Things to bring Objectives Workplace pages Blog Wiki New meeting types People & Groups Tasks Coordination

63 SharePoint Building Blocks
Templates Document, Meeting, Team, Project Lite*, Portal*, Managed Document* Libraries Document, Picture, Form, Slides*, Divisional* Enterprise Search* Content Management* Document, Records, Web Content*, Records Repository* Business Intelligence* and Workflow*

64 Typical Team Site Site Actions Show common commands for the site.
Tabs Display subsites and link to them. Site Actions Show common commands for the site. Announcements Post messages on the home page of the site. Document Library Contain and display team documents. Quick Launch List key site pages on this navigation menu. Links Post links of interest to site members. Calendar Display important dates and events. People and Groups Control who can access your site and what content they can view and edit. Recycle Bin Restore or permanently remove deleted items.

65 SharePoint Server 2007 My Sites
My Site is used to store files and collaborate with students and co-workers online My Sites have public and private pages SharePoint Readers can search for the user’s site in the Portal Use the public page (called the “My Profile” page) to share files and information with students and co-workers Use the private page (called the “My Home” page) to store files and information that only you can access

66 SharePoint Server 2007 My Sites
Tabs Click tabs to access the public and private pages of your site. Site Actions Menu Add content, edit page, or change site settings. As Seen By List Restrict what others can see, and then preview your My Profiles page as others see it. My Information Edit your profile page. Left Navigation Menu (Quick Launch) Get quick access to your site content. My Home Page Your private page. Stores files and content for your use. This content is not publicly displayed. My Profile Page Your public page. Displays information about you and your work to students and coworkers.

67 Outlook 2007 Integration View and edit SharePoint 2007 content in Outlook 2007, even when offline Calendar Schedule projects, appointments, and milestones. View the SharePoint Server 2007 calendar next to your Outlook 2007 calendar, or overlay both calendars to see all items at once. Task List Assign project duties and track them to conclusion. Team members can see all tasks in the Outlook 2007 Tasks window, or can view tasks assigned only to them in the To-Do Bar. Document Library Use document libraries to preview, search, and open team documents. Team members can edit documents online or offline. Discussion Board Discuss topics with team members. discussions require participants to find and sort messages, but Discussion Boards isolate messages for easy tracking. Contact List Stay in touch with team members and important people outside the team. As one member adds contacts or edits them, the entire team gets the new information.

68 InfoPath 2007 Forms InfoPath 2007 is used to create custom forms or convert existing Microsoft Office Word 2007 documents to forms InfoPath forms are distributed using Outlook 2007 or SharePoint Server 2007, or may be published on the Office Forms Server Recipients of forms can complete and submit them electronically even if they don’t have InfoPath 2007 installed Office Forms Server 2007 provides Browser-based forms (common browsers, Windows & OS X) Centralized forms management “Design Once” development model Form-based workflows

69 Office Server Enterprise CAL
Excel spreadsheet web publishing Excel services BI Business data catalog and web parts Report Center Key Performance Indicators Filter Web Parts

70 Enterprise Work Environment and
Extranet Internet Enterprise Division Team Business Applications (Banner, Blackboard, Library databases, data warehouse, Help Desk, many more) Individual

71 Applied Technologies Microsoft Office 2003/2007
Microsoft Exchange 2003 Microsoft Office SharePoint Server 2007 Microsoft SQL Server 2005 Microsoft Office Forms Server 2007 Microsoft Dynamics CRM 3.0 Adobe Connect / Presenter (Macromedia Breeze)

72 More Information This slide deck is available at us at:

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