1. web: www.omii.ac.uk email: info@omii.ac.uk Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun Customer Relationship Management Systems (CRMs) 1

2. web: www.omii.ac.uk email: info@omii.ac.uk Why CRMs? Tracking/Audit trails/Knowledge base o Sharing information o Actions/Tasks Contact lists Calendaring Different views o By org/user/… Integrate with other tooling o Calendars/mail/… Sharing information across an orgisation Across various orgs? E.g. NGS & OMII-UK Expectations – what is really needed? 2

3. web: www.omii.ac.uk email: info@omii.ac.uk What have people used? OMII-UK o Try to keep track of the people that are move about o Looked at: Highrise – have to buy an account ($49/month for15 user) SugarCRM – high set-up cost, too sales orientated Intersect o Start-up but not university controlled o Track people that move about o Email/calendaring - zimbra NGS o Gillian does most of the outreach but others too o Information dissemination (mass of leads) o Used footprints (if you maintain the address book) OSSF o vtiger – open source/contact management o RT to deal with queries 3

4. web: www.omii.ac.uk email: info@omii.ac.uk More details Highrise (OMII-UK) o Need to pay for full access About £30/month o Made the secretary the access person o Ownership Can now download o Need a group account to have correct visibility Share information (caveat legal implications) SugarCRM (OMII-UK) o Open source version is free!! o Needs training/customisation Collaborate amongst e-Science o Too sales orientated – customisable o Colateral library/Resource library (latest stuff) 4

5. web: www.omii.ac.uk email: info@omii.ac.uk More Details II Zimbra (Not really a CRM)(Intersect) o Mail/Calendaring o Not free o Installed a local server Other things o Wikis, Mail accounts, Footprints, 5

6. web: www.omii.ac.uk email: info@omii.ac.uk Outcomes Had a good moan o We all felt better … o Except Clare who is generally happy (with Zimbra) Lower the data entry level o We are all lazy^H^H^H^H busy people … Use a common system and share customisation o Share the pain (money) … Investigate Zimbra (like outlook)/Mantis (lightweight issue tracker) 6