Transcript Lessons learned regarding implementing a CRM system at

CRM @ BELNET
BELNET-Koen Schelkens
TF-MSP meeting Rome – 04 FEB ‘10
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Agenda
 CRM @ BELNET project background
 Choice for Stay in Front CRM
• Functionalities
• Demo: Quick tour
Lessons Learned – new challenges
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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…)
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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 :
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Customer contact history
Keep track of customer needs
Internal order management / ticketing
Accurate data source for 24/7 NOC/Helpdesk
Accurate & dynamic reporting ?
…
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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 !
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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
Direct HR for
project (3y):
1 FTE
Project Mgr
(3rd party)
+
ca. 1 FTE
internal
(CR & ICT)
 2008-today: ongoing fine-tuning, debugging &
development (interfacing ! Reporting !)
.
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CRM Functionalities
 “Customer relationship management”
 Organization & Contact mgt
 Contract & document mgt
 Activities & customer contact history
 Customer Needs follow up
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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 … ?
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CRM Quick Tour
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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
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 Integration of CRM in organization
“ One data source & application for everybody … ?
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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’
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 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 ?
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Thank you for your attention. Questions?
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