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Customer Relationship Management Systems (CRMs). Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun. Why CRMs?. Tracking/Audit trails/Knowledge base Sharing information Actions/Tasks Contact lists Calendaring Different views By org/user/… Integrate with other tooling

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customer relationship management systems crms

Customer Relationship Management Systems (CRMs)

Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun

why crms
Why CRMs?
  • Tracking/Audit trails/Knowledge base
    • Sharing information
    • Actions/Tasks
  • Contact lists
  • Calendaring
  • Different views
    • By org/user/…
  • Integrate with other tooling
    • Calendars/mail/…
  • Sharing information across an orgisation
  • Across various orgs? E.g. NGS & OMII-UK
  • Expectations – what is really needed?
what have people used
What have people used?
  • OMII-UK
    • Try to keep track of the people that are move about
    • Looked at:
      • Highrise – have to buy an account ($49/month for15 user)
      • SugarCRM – high set-up cost, too sales orientated
  • Intersect
    • Start-up but not university controlled
    • Track people that move about
    • Email/calendaring - zimbra
  • NGS
    • Gillian does most of the outreach but others too
    • Information dissemination (mass of leads)
    • Used footprints (if you maintain the address book)
  • OSSF
    • vtiger – open source/contact management
    • RT to deal with queries
more details
More details
  • Highrise (OMII-UK)
    • Need to pay for full access
      • About £30/month
    • Made the secretary the access person
    • Ownership
      • Can now download
    • Need a group account to have correct visibility
      • Share information (caveat legal implications)
  • SugarCRM (OMII-UK)
    • Open source version is free!!
    • Needs training/customisation
      • Collaborate amongst e-Science
    • Too sales orientated – customisable
    • Colateral library/Resource library (latest stuff)
more details ii
More Details II
  • Zimbra (Not really a CRM)(Intersect)
    • Mail/Calendaring
    • Not free
    • Installed a local server
  • Other things
    • Wikis, Mail accounts, Footprints,
outcomes
Outcomes
  • Had a good moan
    • We all felt better …
    • Except Clare who is generally happy (with Zimbra)
  • Lower the data entry level
    • We are all lazy^H^H^H^H busy people …
  • Use a common system and share customisation
    • Share the pain (money) …
  • Investigate Zimbra (like outlook)/Mantis (lightweight issue tracker)