Citizen relationship management with SugarCRM

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Presentation by Outdare from Netherlands on SugarCRM Partner Summit 2012

Transcript of Citizen relationship management with SugarCRM

  • 1. Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity GroupFabrice Mous fabrice.mous@outdare.nl+31 648585162

2. IntroductionGovernment policiesChoosing SugarCRMas a CCC platformImplementing SugarCRMas a CCC platformLessons Learned#2 3. Introduction #3 4. Managing Director OutdareWorking for Ictivity GroupIT consulting and changemanagement #4 5. About Outdare#5 6. Founded April 1998First SugarCRM partner inWest Europe (2004)Highly specialized team ofCRM consultantsExpertise in building integrationswith SugarCRMPart of the Ictivity Groep fororganizational size and expertise #6 7. SugarCRMas aCCCSolution #7 8. Customer Contact Center #8 9. Government policies#9 10. NY #10 11. 2005 Dutch government delegation in New York Impressed by city customer contact center CCC reachable and recognizable via phone (311) #11 12. realizing accessible, informative,ancillary government servicesOne customer contact center for the Dutch government #12 13. #13 14. #14 15. " properly handle 80% ofcitizens and business contacts atfirst contact ..." #15 16. Choosing SugarCRMas a CCC platform#16 17. City ofRijswijk#17 18. situated in Province ofZuid-Hollandon the south side of TheHague and northern outskirtsof Delftwith a surface area of14 km47.000 inhabitants andabout 40.000 job professionscustomer potential +/- 90.000#18 19. High level of ambition forpublic servicesFocused on single customerdata query.Operational Customer ContactCenter by 01-02-2012 based onDutch government initiativeProgramma Antwoord #19 20. "... it lacks a "shell" foraccessing information fromthe back office to the CCC ..."#20 21. "... a solution capable ofsmart coupling to variouslocal and national datainformation systems ..." #21 22. Citizens and businesses as customerfocus.Build complete 360 customer viewand history.System for the longer term.#22 23. customer viewpoint(not questions or cases) #23 24. #24 25. #25 26. IT architecture Rijswijk (2008) unlocking information from backoffice systems based on open standards and open source software #26 27. #27 28. #28 29. Implementing SugarCRMas a CCC platform#29 30. Corporate Style Dashboard LDAP Authentication Logging activities Management information Workflows Telephony Integration Government Data Coupling (APIs) #30 31. Workflows#31 32. Workflows Via email and web formsTimeframe triggers#32 33. #33 34. TelephonyIntegration#34 35. #35 36. Connecting KPN telephoneexchange with VOIP server and Ingenius PC client plugin.Starting and stopping calls within SugarCRM calls +registering contact in SugarCRM.#36 37. #37 38. Government DataCoupling (APIs) #38 39. #39 40. GBA GBA-VChamber of CommerceGOP/PDC/VAC Corsa DMSQMatic #40 41. Civil Affairs InformationResidents of Rijswijk (GBA)Webservice to broker (DDS)Broker pushes notifications realtime to SugarQueue based handling of notifications#41 42. Civil Affairs InformationNon- Residents of Rijswijk (GBA-V)Information request initiated from SugarBased on citizen service number (BSN)Records in Sugar updated or created #42 43. Chamber of CommerceConnector for Dutch Chamber of CommerceBuilt by Outdare and available as open sourceRecords in Sugar updated or created #43 44. #44 45. GOP/PDC/VACMidoffice databasesPersonnel information (expertise + availability)Products and services (website/ticket window)Frequently Asked Questions (website)#45 46. #46 47. Corsa DMSWebservice to Document ManagementIndexing all correspondenceSearch from within SugarViewing documents from within Sugar#47 48. #48 49. #49 50. SOAPY STUFF#50 51. Result? flexible andaopenCustomer ContactCenter Solution basedon CRM #51 52. Lessons learned#52 53. #53 54. Biggest challenge is changing themindset of your employees fromyour frontoffice (CCC) andbackoffice.Transferring knowledge andresponsibility from backoffice tofrontoffice (CCC).Dont get lost in technicaldocumentation and use a directvendor contact.#54 55. Take Away#55 56. Leapfrog the CRM paradigm andposition SugarCRM as a platformsolutionKnow the government lingo andchange your vocabularyaccordingly!#56 57. Questions#57 58. More informationOutdare BVwww.outdare.nlinfo@outdare.nlFabrice Mousfabrice.mous@outdare.nl+31 648585162#58 59. Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity GroupFabrice Mous fabrice.mous@outdare.nl+31 648585162