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Belnet & CRM

This article discusses the implementation, functionalities, and key lessons learned from the Actual CRM system in TF-MSP Paris. It covers the budget, integration with other applications, user interface, database management, and the future plans for the CRM system.

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Belnet & CRM

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  1. Belnet & CRM Terena TF-MSP Paris – 28/09/2012 - KoenSchelkens

  2. Actual CRM • 5 years in use -2008-2012 • Vendor/ company • ‘Off the shelf’ (Licensed software with pc client & webinterface , on Microsoft platform): • . but fine-tuning adaption continued until 2010 • Initial budget 250k€(incl. 3 year support & maintenance) • ...+ ca. xxxk euro consultancy, further development & ICT • integration • Internal workload/HR : first 2 years 1,5 FTE, later ca. 0,75 FTE/year TF-MSP Paris - Servicedesk project - Koen Schelkens

  3. Actual CRM: functionalities • “Customer relationship management” • Organization & Contact mgt • Contract & document mgt • Invoicing -> interface with accounting application • Activities & customer interaction history • Customer Needs follow up • Connections & Services data (incl. network & IP DB) • Order & Change mgt -> CRM ticketing system • (technical/configuration) database for 24/7 helpdesk & NOC • Supplier & Tender management (ended 2011) • Corporate contact database … ? • Reporting … ? TF-MSP Paris - Servicedesk project - Koen Schelkens

  4. Actual CRM: within organisation & ICT environment TF-MSP Paris - Servicedesk project - Koen Schelkens

  5. Actual CRM: Quick tour TF-MSP Paris - Servicedesk project - Koen Schelkens

  6. Actual CRM: key lessons learned • Budget: calculate upfront (€ , HR…) to application up & running… • More flexibility /more control needed over user interface & database • Decent & user friendly reporting engine is key for a CRM • Better & flexible integration in ICT environment & ITSM • Match CRM solution with needs of key users (CR, Servicedesk, Marcom...) … not with whole organisation TF-MSP Paris - Servicedesk project - Koen Schelkens

  7. Actual CRM: main lessons learned • Some dilemmas: • 1. Adapt CRM to your business processes or… • adapt your business processes to CRM • => Invoicing, contract management… needs review • 2. SaaS/ ‘cloud’ CRM solution vs. in house hosted solution • 3. Do invoicing, contracts, technical data belong in CRM ? TF-MSP Paris - Servicedesk project - Koen Schelkens

  8. New CRM 2013-2016 • Budget : 470kEur (implementation/integration/ apllication-licences/4 y support) • CFT published Sept 2012, implementation Q1-Q2 – 2013 • More focus on: • Core ‘CRM’ function: ‘customer intimacy – experience mgt’ • Flexible & sound interfacing with other applications & datasources • New functionality… • Mobility -> access via app • Built-in survey tool • … TF-MSP Paris - Servicedesk project - Koen Schelkens

  9. Servicedesk: discussion round CRM in your NREN ? • Do you use a CRM ? • Which CRM application do you use ? • Which functions for your CRM ? Who uses it ? TF-MSP Paris - Servicedesk project - Koen Schelkens

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