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Customer Relationship Management

Customer Relationship Management. Update on the progress of the CRM system and future plans for SupportNet Shaun de Lacy – IT Director. The next 30 minutes. CRM Programme Status SupportNet today (the starting point ) T he CRM Portal (where we’re headed) Brief demo:

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Customer Relationship Management

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  1. Customer Relationship Management Update on the progress of the CRM system and future plans for SupportNet Shaun de Lacy – IT Director

  2. The next 30 minutes • CRM Programme Status • SupportNet today (the starting point) • The CRM Portal (where we’re headed) • Brief demo: • User Account Management • Dashboards • The portal on a tablet • The Project (how we get from here to there)

  3. CRM Programme status • The CRM Programme: • A series of IT projects over a three year period to build a CRM backbone which will integrate all of our Customer interactions in a single system (Microsoft Dynamics CRM) • Introduction of new CRM solution: • Phase 1 Back end Case management completed 2012 • Phase 2 Replacement of SupportNetunderway • Phase 3 Online renewals starts soon for delivery next year

  4. SupportNet today (the starting point)

  5. SupportNet today

  6. SupportNet usage Top 10 searches 3,000 p.m. Cases logged online 30,000 p.a. Total accounts – 28,291 12 months – 10,414 6 months – 8,682 3 months – 7,288 1 month – 5,107 10,000 Documents 40,000 KB Articles Page views >10,000,000 every year New account registrations over 2,500 per annum Visits >100,000 per month in term time New forum threads 5,000 p.a. Forum posts 25,000 p.a.

  7. Brief demo of the CRM Portal (where we’re headed) User Registration & Account Management Dashboards The portal on a tablet

  8. The new CRM Portal (SupportNet+) • User Registration – putting you in control of your data • Profile Management – this will allow you to select your specific areas of interest, helping the portal to filter information so that your search results are better tailored to your needs

  9. The new CRM Portal (SupportNet+) • Dashboard reporting and analysis – to help you follow progress and understand the overall picture at a glance

  10. SupportNet+ Support for mobile devices – with more and more of us increasing our everyday use of tablets and smartphones, we’ve ensured the new portal can adapt to these devices

  11. The Portal Project (how we get from here to there)

  12. The Journey (how we get from here to there) Q2 2013 Now Summer 2013 S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T Alpha Release Beta Release Release 1 Features • Raise Cases • View Cases • Search • User Admin • Change Requests Features • Raise Cases • View Cases • Change Requests • Search • User Admin • Forums • Dashboard • Knowledge Base • BACS transfer Features • Case Management • Change Requests • Search • User Admin • Forums • Dashboards • Knowledge Management • Mobile Access • Event Management • BACS Payments • Core Case Management for internal testing • Release for real user feedback • First release open for all users

  13. Thank You – Questions? Shaun de Lacey

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