ACCES CRM Database March 2, 2011 Presented by Irene Sihvonen Employment Ontario Managers’ Forum

1. ACCES CRM Database March 2, 2011 Presented by Irene Sihvonen Employment Ontario Managers’ Forum

2. What we wanted: • User-friendly • Five locations sharing one database • All ACCES programs using the same database • Include client, employer and job info • All activities linked to client’s record • Easy to maintain, change and update • A common software that is not difficult to find IT support

3. What We Chose: Microsoft Dynamics CRM

4. Advantages: • Reliable product • Compatible with Outlook and SharePoint • User friendly, staff found it easy to learn and use • Free basic training from Microsoft partners • Manage users rights to data • We can adapt it as our needs change

5. How we designed and developed our CRM: • ACCES worked together with a Microsoft CRM partner. • They provided guidance, consultation and support • Our Program Administration team provided operational and program-specific accountability needs • Our IT team did most of the set-up and configuration, which meant: • Reduced cost • IT staff were trained and know the application inside & out • Another option, Hire a company and they can do the job for you

6. ACCES CRM database includes:

7. ACCES CRM database includes: • Assessment • Action Plan ---- Action Plan Steps • Referrals to jobs • Job placement ---- Subsidy expenditure • Employment supports expenditure • Activities: appointment, email, letter, fax….. • Follow up • Program Reports • Other: Inventory, Alumni

8. Data Flow 1. Client intake: • Client data entered into the CRM database • Program referral info is entered into the CRM database • Book appointments with consultant through SharePoint calendar • Register clients for workshops through CRM database

9. Data Flow 2. RI – unassisted service: • Clients register themselves on the front desk computer when they come in to use the resource center or to meet their consultants or attend workshops. This info is linked to their records on the CRM database • Special events or workshop attendance info is tracked and entered by the workshop facilitator

10. Data Flow 3. ES and other assisted services • Register or transfer client to a new program • Assessment • Service plan and rational: Service steps • Attach resume • Job developers enter Job referrals and Placements: Employer and job info are linked to the placement • Expenditures • Activities: Appointment, telephone, email, appointment can be scheduled and tracked in CRM database. Email can be sent directly from Outlook.

11. Data Flow 3. ES and other assisted services • Follow up: • Follow up info is entered • 3, 6 and 12 month follow up can be automatically scheduled • Survey info is tracked here • Data copied into EOIS-CaMS

12. Managing users rights: • Different views, e.g. Each location can see their own clients, but all the employers • Consultants can create and change their own clients but can see other clients only • Bridging program teams can share clients across 5 locations • Individual users can have their own views • Managers and staff can view different reports tailored for their interests. These reports can appear in real-time on every user’s desktop through SharePoint. This part is under construction.

13. Thank You www.accesemployment.ca