1 / 12

BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10

CRM @ BELNET. BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10. Agenda. CRM @ BELNET project background Choice for Stay in Front CRM Functionalities Demo: Quick tour Lessons Learned – new challenges. CRM @ BELNET- Project Background. Starting point 2006

tilley
Download Presentation

BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CRM @ BELNET BELNET-Koen Schelkens TF-MSP meeting Rome – 04 FEB ‘10

  2. Agenda • CRM @ BELNET project background • Choice for Stay in Front CRM • Functionalities • Demo: Quick tour • Lessons Learned – new challenges

  3. CRM @ BELNET- Project Background • Starting point 2006 • MGT strategic objectives • More efficient & effective organization • Towards a customer oriented organization As was… • Customer & contact database (SQL+PhP webinterface) with • Developed In-house by service project managers/engineers • support & further development ? -> no priority • already some ‘CRM-functionality’ (contract management, invoice calculation…)

  4. CRM @ BELNET- Project Background • Starting point 2006 • Inefficient customer information mgt: • + 20 data sources scattered around the organisation (spreadsheets, MS access contact management, paper files, network & technical data…) • double data storage, where’s most accurate data ? • Extra functionalities needed at that point : • Customer contact history • Keep track of customer needs • Internal order management / ticketing • Accurate data source for 24/7 NOC/Helpdesk • Accurate & dynamic reporting ? • …

  5. CRM @ BELNET - Background • Customer relations unit = initiator & project lead • Seemed like the best way to go…but: • Skills IT project mgt ? • Functional & business process analysis: scoping user requirements ? • Workload vs ≠ no core business of CR-team (3pers.) • Q3 2006 -> scoping requirements for CFT =>a Corporate Datamodel !

  6. CRM @ BELNET – Project background • Q 1 2007 -> CFT – budget 250k€(incl. 3 year support & maintenance) • Selection: • From all offers best match & within budget ..at that point. • Extra development seemed very limited… • Q2-Q4 2007: re-scoping, fine-tuning ≈ BELNET requirements & development • Initial expectations What Sif CRM really could do.. • JAN –FEB 2008 => data migration + in production • 2008-today: ongoing fine-tuning, debugging & development (interfacing ! Reporting !) . Direct HR for project (3y): 1 FTE Project Mgr (3rd party) + ca. 1 FTE internal (CR & ICT)

  7. CRM Functionalities • “Customer relationship management” • Organization & Contact mgt • Contract & document mgt • Activities & customer contact history • Customer Needs follow up • Connections & Services data (incl. network & IP DB) • Change mgt -> ticketing system • Invoicing -> interface with accounting application • Reference databank for for NOC 24/7 • Supplier & Tendermanagement • Corporate contact database … ? • Reporting … ?

  8. CRM Quick Tour

  9. CRM Lessons learned & new challenges • Budget ! • Initial budget 300K€ … +600 K€ today -> HR & further tinetuning ! • Question : What is reasonable ? • Lesson learned:Hidden/indirect (HR) costs should be scoped upfront • Scoping of requirements: 2 years later “hey, now we know what we really want(ed) ! • Functional & system requirements • 2 year later still finetuning • Should be solid & extremely well described… • Lesson learned: skilled functional/business process analyses (internal ? ) +pilot

  10. Integration of CRM in organization “ One data source & application for everybody … ? • Convince staff to start using it … • Should be more user friendly for some of us… • New functionalities… extra administrative burden ? • CRM Manual = not enough • Skills & lot of experience needed to get the system working for you… • new specialism in team : the ‘CRM-worker’

  11. Challenges faced today: • Getting decent reporting out of CRM -> accuracy, still takes time • (New) functionalities not working properly -> Users stop bothering • Risk of data pollution -> needs to be monitored… • Further interfacing with accounting system, • CRM -> interfacing Web-Portal ? • New services…  Invoicing, contracts • 2011: New CRM, full ERP system ?

  12. Thank you for your attention. Questions?

More Related