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CRM at CARNet

CRM at CARNet. Nino Cosic Nino.Cosic@CARNet.hr. CARNet - Croatian Academic and Research Network. Started as a project in 1991 Founded by the Croatian Government in 1995 Operates under the Ministry of Science, Education and Sports Located in six Croatian university cities

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CRM at CARNet

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  1. CRMat CARNet Nino Cosic Nino.Cosic@CARNet.hr

  2. CARNet - Croatian Academic and Research Network • Started as a project in 1991 • Founded by the Croatian Government in 1995 • Operates under the Ministry of Science, Education and Sports • Located in six Croatian university cities • HQ in Zagreb (on five locations) + 5 Regional centers • 100 + 50 employees • Annual budget – 11 m €

  3. CARNet Organisation

  4. Implementation of CRM in CARNet • 2005 – Planning • We had no previous experience with CRM • We had a problem – Large number of new users (6x) • We spread the word that we need CRM and they came, a lot of them  • 2007 – Commercial solution was implemented • CISCO IP telephony • CISCO Call manager • 7CRM – Croatian CRM solution based on CISCOs CRM • 2007 – 2011 – SW and HW updates, upgrades, tweaks… • 2011 – We realised that we have to take it to the next level

  5. BIG Numbers • 239 institutions from academic community connected on 453 locations • 1388 institutions from educational community connected on 2040locations * 1IdP • 222 Identity providers • 675 703 Identities June 2007 – June 2012

  6. Good guys using CRM  Institutions of higher education - Scientific and Research Institutes - Public Institutes - Primary and Secondary Schools - Student residence - Ministry of Science, Education and Sports and Ministry’s Agencies Ministry of Social Welfare Policy and Youth - Students, pupilsand the staff of the above mentioned institutions

  7. Log in/out Phone controls E-mail User data

  8. In short

  9. New challenges - BIG Plans • More users • Network is growing • New services If you are the only department using CRM: • In-house collaboration suffers • Tickets get delayed • e-Mails “misplaced” • Service level - average August 2013

  10. Open Source • No or less licensing costs (CRM per-user, VoIP per phone…) • Software phones can be used in peak periods • Security and integrity of personal data

  11. SugarCRM CE (Open Source) PRO • Small initial costs for great out-of-the-box features • Modules that cover many CRM segments • Flexible upgrades and customization possibilities • Good support from the open-source community • Price per user is 0$ CONTRA • Lacks some advanced features found in other versions (Team work, Advanced workflow, Field Level Access, Mobile support) and some functional modules (Reports), meaning they need to be developed and implemented • No support from the authors of software.

  12. Thank You! Nino.Cosic@CARNet.hr

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