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 www.stlcc.edu and my.stlcc.edu
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
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