1. CRM at CARNet Nino Cosic Nino.Cosic@CARNet.hr

2. CARNet - Croatian Academic and Research Network Started as a project in 1991 Founded by the Croatian Government in 1995 Operates under the Ministry of Science, Education and Sports Located in six Croatian university cities HQ in Zagreb (on five locations) + 5 Regional centers 100 + 50 employees Annual budget – 11 m € 2

3. CARNet Organisation

4. Implementation of CRM in CARNet 2005 – Planning We had no previous experience with CRM We had a problem – Large number of new users (6x) We spread the word that we need CRM and they came, a lot of them 2007 – Commercial solution was implemented CISCO IP telephony CISCO Call manager 7CRM – Croatian CRM solution based on CISCOs CRM 2007 – 2011 – SW and HW updates, upgrades, tweaks… 2011 – We realised that we have to take it to the next level 4

5. BIG Numbers 239 institutions from academic community connected on 453 locations 1388 institutions from educational community connected on 2040 locations * 1IdP 222 Identity providers 675 703 Identities 5 338 467 22481 h 10 min 07 sec Average 0:03:58 158 202 3 226 June 2007 – June 2012

6. User Support Department Member institutions 8AM – 4PM 5 FT Helpdesk for End Users 4 FT CARNet Services 8AM– 10PM (13 PT S) Educational Services 8AM – 8PM (15 PT S) e-ClasseMatica State matriculation and HEA High school admission Good guys using CRM Institutions of higher education - Scientific and Research Institutes - Public Institutes - Primary and Secondary Schools - Student residence - Ministry of Science, Education and Sports and Ministry’s Agencies Ministry of Social Welfare Policy and Youth - Students, pupils and the staff of the above mentioned institutions

7. 7 Phone controlsE-mail User data Log in/out

8. In short Communication channels Telephone Fax E-Mail Web form Snail mail Skype-in Facebook (via e-mail) Working hours, timeframe 360 days 8-22 / 8-20 / 8- 16 Call – including Skype-in (1st priority) E-mail –incl. Fax, Form, FB (within 2 working hours) Snail mail 1 wd In-House Support All CRM communication is logged (including voice for 6 months) In-house (2 nd level) support also using CRM No billing No marketing No sales 8

9. 9 User data AAI users usable data stored in AAI is copied – Name, surname, institution, e-mail Manually entered data – telephone number, Skype name, alternative e-mail… Non-AAI users (commercial services i.e. DNS) Manually entered data

10. New challenges - BIG Plans August 2013  More users  Network is growing  New services If you are the only department using CRM:  In-house collaboration suffers  Tickets get delayed  e-Mails “misplaced”  Service level - average

11. Open Source  No or less licensing costs (CRM per-user, VoIP per phone…)  Software phones can be used in peak periods  Security and integrity of personal data 11 Planning, implementing, custom coding… Q3 2012 Testing and data migration Q2 2013 Production Aug 2013

12. SugarCRM CE (Open Source) PRO Small initial costs for great out-of-the-box features Modules that cover many CRM segments Flexible upgrades and customization possibilities Good support from the open-source community Price per user is 0$ CONTRA Lacks some advanced features found in other versions (Team work, Advanced workflow, Field Level Access, Mobile support) and some functional modules (Reports), meaning they need to be developed and implemented No support from the authors of software. 12

13. Thank You! Nino.Cosic@CARNet.hr 13