Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents 9 December 2014

Objectives 1.Update you and receive feedback on the Contacts & Incidents functionality being configured in the RightNow prototype (basic system) 2.Brief you on the decisions and next steps required for deployment within your Department (post-April) 3.Moving forward from here – what is important to you? University of Adelaide2

Agenda  Revisit the Project Purpose & Objectives  Share & Validate: – Outcomes from Contact & Incidents Discovery Workshop  Demonstration: – Workflow (incl. incident status changes) – Contact records – Full and “light weight” incident records  Next Steps – Mailboxes & Web Forms – Queues – Contact records  Discussion: – Moving forward from here: What’s important to you? University of Adelaide3

E&CM Project - Purpose & Objectives University of Adelaide4 Our Purpose: Deliver an enterprise solution for enquiry and contact management and a foundation for an integrated CRM platform for the University. Our Objective: Improve our clients’ overall experience by understanding, connecting and serving them better by:  Coordinating our relationship from a “whole of University” basis  Providing a single view of clients over time and all channels of communication  Customising communication to the needs, preferences and interests of our clients  Reducing the effort required by our administrative/service processes  Using “actionable” information to make the most of our resources

Contacts & Incidents Discovery Workshop Can this work for you? Share & Validate University of Adelaide5

Contact Records - Individual  Fundamental to realising our CRM objectives  Created when: - a customer creates an account on the customer portal - a customer submits a question on the ASK A QUESTION page - a staff member creates them using the contact workspace  Endeavour to get name, address and phone number as minimum contact details  Student and Staff ID is a unique identifier (otherwise use address)  Contacts can be linked to organisations, service level agreements, incidents, opportunities and marketing mailings (opt-in status)  Each contact may be associated with only one organisation University of Adelaide6

Contacts CONTACT TYPE Significant relationships with the UoA will be classified Yes/No list Can have multiple contact types for one individual ATTRIBUTES These are characteristics associated with a contact type Reflect the status of that person in the relationship (mutually exclusive) Choose only one option for each attribute from a drop down list Can be used for segmentation purposes E.G. CONTACT TYPES: Current Students YES/NO Future StudentsYES/NO AlumniYES/NO ParentsYES/NO International AgentsYES/NO Preferred PartnersYES/NO SchoolsYES/NO ResearchersYES/NO UoA StaffYES/NO Industry YES/NO Community YES/NO GovernmentYES/NO E.G. ATTRIBUTES FOR CURRENT STUDENT (CHOOSE ONE FROM EACH DROP DOWN LIST) International OR Domestic OR ATSI Undergraduate OR PGCW OR HDR Award OR Non-award OR Short Course University of Adelaide7 Note: Additional fields can be added (called “custom fields”) that are required by the UoA (e.g. flag Ausaid, UAP). Clear need and commitment to maintain required.

Incidents Incidents are created as a record of the customers interaction: – Automatically when customers send an or Ask a Question – Manually by staff who are contacted by phone, mail or face to face Incidents have reference numbers and can have multiple communications associated with them Incidents are assigned to queues. In general, no auto-routing to queues will occur except for specific web forms and mailboxes The order in which you work on incidents is determined by the queue priority and any other business rules Within a queue, incidents will be handled on a first-in, first-out basis Before an incident is closed, all communications from the customer/student will route to the person who last dealt with it Staff can manually assign incidents to individuals within their group or to other queues (i.e. not to individuals within other queues unless previously agreed) Queues can be managed by Supervisors (if required by operational needs) Profiles will be used to control what users of RightNow can view (TBD) University of Adelaide8

Contacts & Incidents Demonstration University of Adelaide9

What you’re seeing Basic functionality in place for Ask Adelaide for potential “Go Live” in January 2015 Does include: – Basic contact records for current students – Incident and queue management within Ask Adelaide – Full incident type plus anon/known light weight incidents Does not include: – Forward to SME – Defined queues outside Ask Adelaide – Integration with Peoplesoft beyond minimal data set – All individual contact record types, attributes and custom fields – Lead management for prospective students University of Adelaide10

Workflow - and Web traffic University of Adelaide11 Ask a Question Web-form Ask Adelaide Triage Queue KB: Was this answer helpful? No aide.edu.au Priority 2 Priority 1 delaide.edu.au Ask Student Finance Web-form Priority 3 Special Student Finance Queue KB Articles Groups of people are assigned to queues. Incidents flow to inboxes based on: Queue priority “Pull” x at a time Max. no. of incidents Ask Adelaide Knowledgebase Student Finance Supervisors

Status –Automatic with manual override University of Adelaide12 ANSWERED Waiting on Client Updated by Client Expert Advice Received Referred for Advice Referred to Expert OPEN/ REOPENED Advice Received FIRST QUEUE Ask Adelaide is default CLOSED Automatic – 7 days since contact with Customer More information is requested from customer Forward to SME (no access to RightNow ) Incident assigned to another queue Incident is answered directly Student/Customer raises an enquiry If via web form - receives automatic acknowledgement

“Click, Click, Done” - Sign Post Incidents University of Adelaide13 Available to provide statistics on incidents that are high volume and low value. In addition to full incident records there will be 2 “light weight” options: 1.Anonymous - Pick type of person & question type 2.Known person - Search for existing contact record & question type

University of Adelaide14 Demonstration

Queues, Mailboxes & Web Forms, Contact Records Things to think about University of Adelaide15

Queues, Mailboxes, Web-Forms & Queues What queues do you want to set up? Generic addresses and web forms will be used to automatically assign incidents to your queues: On which webpages do you want to include an Ask a Question web-form? What s do you wish to direct to RightNow and what can you decommission? (currently more than 900 generic addresses) Which queues do you want to direct these enquiries to? University of Adelaide16

Contact Records A key objective is to create a single University contact record for improved relationship management (i.e. decommission independent contact lists)  Contact records will exist for all current students and staff  What contact lists currently exist in your department?  Need to identify and review these lists to: – Identify any custom fields for a contact record (e.g. school, teacher, agent) – Decide if the records need to be in RightNow – Plan approach for the creation of contact records (i.e. may require manual input over time) Note: We are in discussions with Records Management to clarify what we will hold against contact records in RightNow versus TRIM University of Adelaide17

Next Steps University of Adelaide18

Next Steps University of Adelaide19 ActivityWhen Share prototype for KB/C&I with staff Drop in opportunity Online demo December Identify current generic addresses to link to RightNowTo be agreed Identify webpages to include “Ask a question” web formTo be agreed Review documented business processes: “Managing Contacts”, “Managing Incidents” January Identify and collate existing contact records to be included in the RightNow database (spreadsheet) To be agreed Scope training needs/profile settingTo be agreed Participate in User Acceptance Testing of C&IApril – TBC subject to deployment plan

Way forward from here – what is important to you? Discussion University of Adelaide20