1. Belnet & CRM Terena TF-MSP Paris – 28/09/2012 - Koen Schelkens

2. TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 Actual CRM  5 years in use -2008-2012  Vendor/ company  ‘Off the shelf’ (Licensed software with pc client & webinterface, on Microsoft platform) :. but fine-tuning adaption continued until 2010  Initial budget 250k€ (incl. 3 year support & maintenance)...+ ca. xxxk euro consultancy, further development & ICT integration  Internal workload/HR : first 2 years 1,5 FTE, later ca. 0,75 FTE/year

3. 3 TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 Actual CRM: functionalities  “ Customer relationship management”  Organization & Contact mgt  Contract & document mgt  Invoicing -> interface with accounting application  Activities & customer interaction history  Customer Needs follow up  Connections & Services data (incl. network & IP DB)  Order & Change mgt -> CRM ticketing system  (technical/configuration) database for 24/7 helpdesk & NOC  Supplier & Tender management (ended 2011)  Corporate contact database … ?  Reporting … ?

4. 4 TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 Actual CRM: within organisation & ICT environment

5. 5 TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 Actual CRM: Quick tour

6. 6 TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 Actual CRM: key lessons learned  Budget: calculate upfront (€, HR…) to application up & running…  More flexibility /more control needed over user interface & database  Decent & user friendly reporting engine is key for a CRM  Better & flexible integration in ICT environment & ITSM  Match CRM solution with needs of key users (CR, Servicedesk, Marcom...) … not with whole organisation

7. 7 TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 Actual CRM: main lessons learned  Some dilemmas: 1. Adapt CRM to your business processes or… adapt your business processes to CRM => Invoicing, contract management… needs review 2. SaaS/ ‘cloud’ CRM solution vs. in house hosted solution 3. Do invoicing, contracts, technical data belong in CRM ?

8. 8 TF-MSP Paris - Servicedesk project - Koen Schelkens28/09/2012 New CRM 2013-2016  Budget : 470kEur (implementation/integration/ apllication- licences/4 y support)  CFT published Sept 2012, implementation Q1-Q2 – 2013  More focus on: Core ‘CRM’ function: ‘customer intimacy – experience mgt’ Flexible & sound interfacing with other applications & datasources  New functionality… Mobility -> access via app Built-in survey tool …

9. CRM in your NREN ? – Do you use a CRM ? – Which CRM application do you use ? – Which functions for your CRM ? Who uses it ? 28/09/2012TF-MSP Paris - Servicedesk project - Koen Schelkens9 Servicedesk: discussion round