Crm at carnet
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CRM at CARNet. Nino Cosic [email protected] 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

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CRM at CARNet

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Crm at carnet

CRMat CARNet

Nino Cosic

[email protected]


Carnet croatian academic and research network

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 €


Carnet organisation

CARNet Organisation


Implementation of crm in carnet

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


Big numbers

BIG Numbers

  • 239 institutions from academic community connected on 453 locations

  • 1388 institutions from educational community connected on 2040locations * 1IdP

  • 222 Identity providers

  • 675 703 Identities

June 2007 – June 2012


Good guys using crm

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, pupilsand the staff of the above mentioned institutions


Crm at carnet

Log in/out

Phone controls

E-mail

User data


In short

In short


New challenges big plans

New challenges - BIG Plans

  • 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

August 2013


Open source

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


Sugarcrm ce open source

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.


Crm at carnet

Thank You!

[email protected]


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