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

ACCES CRM DatabaseMarch 2, 2011Presented by Irene Sihvonen

Employment Ontario Managers’ Forum

www.accesemployment.ca 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


What We Chose: Microsoft Dynamics CRM

Customer Relationship Management CRM is a server-client web application

developed by Microsoft Out of the box, the product focuses mainly on

Sales, Marketing, and Service (helpdesk) sectors

Can be customized to meet many different needs

Microsoft has special pricing for non-profit, charity and educational organizations

http://en.wikipedia.org/wiki/Microsoft


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


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


ACCES CRM database includes:

• Client Registration in any ACCES program

• Contacts

• Transfer to other program

• Employer information

• Resource Center Registration

• Workshop Registration – Workshop Participants

• Resumes (searchable)


• 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

ACCES CRM database includes:


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


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


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.


Data Flow3. 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


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.

www.accesemployment.ca

Thank You

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

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