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Transcript of Richard Schumacher and Bob Serben Workforce & Community Development St. Louis Community College.
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H034: Client Management Using Microsoft SharePoint and CRM
Richard Schumacher and Bob SerbenWorkforce & Community DevelopmentSt. Louis Community College
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St. Louis Community College Largest community college system in
Missouri serving an area of about 700 square miles; created by area voters in 1962
Three campuses (4th under construction) offering transfer, career and developmental programs, plus non-credit continuing education courses
Four education centers Credit enrollment is about 32,500
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Workforce & Community Development Division of St. Louis Community College that
serves the community beyond the traditional college setting
Responds to the needs of St. Louis’ business, civic, and community-based organizations
Experienced professionals working to improve the quality of the area’s workforce and provide increased opportunities for the area’s residents
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The Presenters Richard Schumacher
Manager, Technology Initiatives Workforce & Community Development www.stlcc.edu/wcd
Bob Serben Director Center for Business, Industry & Labor www.cbil.org
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Overview Departmental and College Intranet
Development Considerations for Users Performance Improvement Goals Customer Relationship Management User Collaboration Workplaces Process & Technical Development Decisions SharePoint Technology
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WCD Division Strengths Strong financial management Understanding of College and Business
World practices, requirements and processes
Focus on appropriate use of current technology
Good availability of resources More structured employee environment Less change-adverse than rest of
College
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WCD Intranet Journey Initial Departmental Intranet
Development College Intranet System Revised Division Intranet MOSS 2007 / CRM 3.0 Division Intranet
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What Is Not Happening? Information was not being reviewed in a
timely manner Information needed to support better
decision making Access from the field (project sites) to
information was limited Information not easily found
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Steps for Intranet DevelopmentAssemble your team and resources
Define needs and project scope
Develop prototype
Develop piloting process
Beta test
Evaluate results
Modify according to data collected
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WCD Intranet – Take One Team approach (leadership, process
owners, content owners, creative staff, tech folks)
User focus groups Internal access only – remote users
access through network dial-in (or via terminal server)
Static html site enhanced with a SharePoint Portal 2001 document center
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Development Team Leadership Sponsor Project Leader Content and Process Experts Content and Process Owners Editorial (includes categorize, index and
archive) Creative and Design Quality Assurance and Compliance Technical (web, application, product,
database)
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Intranet Team
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CBIL Intranet – Original Site
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Original CBIL Intranet
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Original CBIL Intranet
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Master Calendar
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Early Document Management Office Server Extensions (OSE)
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Seven Steps to a Successful IntranetForm an intranet advisory team
Make sure someone is in charge
Plan for an adequate budget
Plan on updating the content
Keep your technical options open
Be patient and supportive
Promote your Intranet
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College Intranet System The success of the CBIL Intranet led to
the deployment of a College-wide Intranet which initially consisted of two parts: Static html Intranet website reflecting the
“org chart” geo-political structure of the College
SharePoint 2001 Portal for document management
Internal-only access due to confidentiality concerns on content
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College Intranet - Webpages
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College Intranet – SPS 2001
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College Intranet – Doc Center
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Issues with College Deployment No centralized authentication – over 60 non-
trusting domains, workgroups & NDS trees Login by the same domain used for email Varied levels of participation interest Difficulty explaining the need to/how to
login Not all College internal systems/data
sources were represented Heavy reliance on paper and paper triggers
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College Intranet - CollegeWeb Developed as a “one stop shop” – one
place with links to all the major College data systems
Branding to remove “intranet” confusion
DNS resolution, http://collegeweb.stlcc.edu
Internal name resolution only New single-forest, single domain
structure eliminated login confusion, misunderstanding
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College Intranet - CollegeWeb
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WCD Intranet – Take Two Address issues with existing
departmental Intranet as a transition on the path to document collaboration with MOSS2007 (SharePoint)
Fully incorporate all of the departments in the WCD division – not just CBIL
Change to Internet-based access from dial-up
Leverage lessons learned, user requests, and what is and isn’t used in the old system
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Transition WCD Intranet Accessible through Internet, DNS
resolution All traffic SSL encrypted Static html site with links to dynamic
content Department and Committee
organization Visual Employee Directory Links to College data systems WCD News via html email, pdfs on
Intranet
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Provide a way to find your Intranet
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WCD Intranet – Home
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WCD Intranet – Dynamic Content
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WCD News
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eLearning
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What Do Users Want? Easy to find and use Information –
Accurate – Essential – Reliable – RelevantInteresting – New – Dynamic – TimelyTrusted – Unduplicated – Findable
Self-service Organize and access their documents, anywhere Be told when there is something they need to
know about or act on Personalization
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Considerations for WCD Users Multiple departments with different
operating styles and goals Lots of locations – most staff “in the
field” Need to share and securely backup
documents Some staff use non-College computers
and require clientless deployment Has to be obvious and easy to use
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Performance Improvement Goals Communication and Collaboration Higher utilization of “corporate
knowledge” Need to better organize and share
contacts, contact history, client history and records
Effective marketing campaign management
Improved “cross-selling” of WCD department and College services
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Intranets Are About People Business needs drive the implementation
What are the business goals? What do you expect to achieve? How will you measure success?
Plan before you deploy – installation, implementation, content management, related systems, training …
SharePoint is all about document collaboration – remember that some people don’t like to share
Your IT department likely doesn’t understand taxonomies and cultural change management – don’t expect them to understand how those impact SharePoint or CRM
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Customer Relationship Management Manage each and every customer
experience better, and in a personalized manner based on their history with you
Provides a central, organized, consolidated repository of all the information relating to your clients, leads, and prospects
Provides a structure reinforcing business processes
It’s a business strategy
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Key CRM Data Should you be marketing to this account or
contact; and what is the contact method? Specific customer / prospect history
What are they interested in? What competitor are they using? When does
that engagement end? What have they purchased? What is the contact cycle (how important are
they)? Who is assigned to handle this customer?
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“The Shape of Things To Come” Workforce development will become
increasingly more “visible” “Comprehensive servicing” will be the
value adding characteristic Stakeholders will demand better
performance
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CRM System Requirements A system employees will actually use Accessible anywhere Easy to maintain accurate, complete,
and timely customer and prospect data Effective reporting
Tactical Strategic
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Accurate, Comprehensive, Integrated At least 1/3 of personnel information in
commercial business databases is inaccurate
History is vital when client personnel change or multiple contacts occur at the same client
Various “arms” of workforce development may call on the same clients
Lots of different info sources involved – emails, letters, contracts, worksheets, faxes, invoices
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Effective Reporting In the “externally funded” environment:
Forecasting is critical Activity management is essential Service / sales knowledge mix is
indispensable Marketing campaigns need review and
analysis
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A System That Will Actually be Used Outlook has become the “de facto”
standard operational tool for time and activity management – most staff “live” in Outlook
People resist change Acceptance and comfort Shortened learning curve
Continual improvement by Microsoft
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CRM Implementation Issues Multiple systems / departments with
customer information Multi-channel customer interactions (phone,
email, fax, web sites, mail, IM, in-person) Remote workers Inflexible systems Account / contact conversions (suspect,
lead, campaign, opportunity, prospect, quote, sale, customer, case - service support, billing)
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CRM System Issues Over 80% of deployments are considered failures Education-specific systems usually are complex,
expensive, lacking in desktop integration, and limited in functionality (already dated – old tech)
PIM / SFA contact managers typically can’t be sufficiently customized (and are complex to customize) and have interoperability issues – they focus on the viewpoint of a sales representative
Most systems can’t do sales, marketing and service management with one product
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CRM Processes It’s all about workflow …
automating business processes
Task assignment Confirmations and feedback Notifications and escalation (alerts) Measurement and reporting (analysis)
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Why Microsoft CRM 3.0? Targeted for heavy Outlook users Full functionality web version for remote access Extremely easy customization; adaptability to
your operational processes Manages marketing, sales, and service activities Organizes all of the common document types Geared for activities by Business Unit or Team Directly integrates with Microsoft Workflow
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Microsoft CRM 3.0 Modules
Sales•Opportunity Mgmt•Sales Process Mgmt•Quotes•Order Mgmt•Sales Force Mgmt•Sales Literature•Direct Email•Product Catalog•Competitor Tracking
Customer Service
•Case Mgmt•View All Info•Routing & Queuing•EmailAuto-response•Email Mgmt•Service Scheduling•Knowledge Base•Service Contracts
Marketing•Campaigns•Create Lists•Qualify Lists•Campaign Templates•Campaign Execution•Track Marketing Info•Quick Campaign
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Designing CRM Workflow Define the steps of your sales cycle Create an outline for each step
What action will be taken? What will trigger the action? Who is responsible for the action? What occurs when the action is complete? What escalation occurs if the action is not
completed?
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Academic Application of CRM Outreach (marketing) to parents,
benefactors, alumni, community leaders, and others
Student management and recruitment Distance Learner communications Faculty/instructor recruitment and
retention
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CRM Outlook Client
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CRM Web Interface
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Organizing Shared Files Announcements or News Forms and Templates One-off documents or images Version controlled documents “Official” policies, procedures, or releases Personal stuff
Who gets / needs what?
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Make Sure to Include Access to existing formal information
systems Heavily used informal tools or
information Usually dealing with document
management Usually ignored by formal IT departments
How staff collaborate now Shared spreadsheets or Access databases Manual forms Too many email attachments
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SharePoint 2003 – SPS & WSS Portal – a container for many sites, connects
them with navigation and search (consume info) Portal area – container within the portal that
organizes information together SPS 2001 had Categories instead which were many to
many based on doc metadata, SPS 2003 Areas were less flexible based on Portal Listings, MOSS 2007 fixes this
SharePoint Site – web site organizing a team or document collection (author and collaborate)
SPS 2003 architecture forces more site collections with less info in each collection
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BusinessIntelligenc
e
Collaboration
Search
PortalBusines
sForms
ContentManageme
nt
Server-based Excel spreadsheets and data visualization, Report Center, BI
Web Parts, KPIs/Dashboards
Integrated document
management, records
management, and Web content
management with policies and
workflow
Rich and Web forms based front-ends,
LOB actions, pluggable SSO
Docs / tasks / calendars, blogs, wikis,
e-mail integration, project management
“lite”, Outlook integration,
offline docs/lists
Enterprise scalability,contextual
relevance, rich people and business
data search
Enterprise Portal
template, Site Directory, My Sites, social networking,
privacy control
SharePoint Technology
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TeamProductivity
EnterpriseWork
Environment• Portal / MySites• Enterprise Search• Content Management• Records Repository• Workflow Templates• Forms Server *• Excel Services *• Business Data *
Catalog
• Portal / MySites• Enterprise Search• Content Management• Records Repository• Workflow Templates• Forms Server *• Excel Services *• Business Data *
Catalog
• Team Sites• Web Parts• Basic Search• Alerts/Notifications• Security Trimming• Versioning• Centralized
Administration
• Team Sites• Web Parts• Basic Search• Alerts/Notifications• Security Trimming• Versioning• Centralized
Administration
• Document Collaboration
• Meeting Workspace• Document, Picture, and
Form Libraries
• Document Collaboration
• Meeting Workspace• Document, Picture, and
Form Libraries
SharePoint Services and Server
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Operating System Services
Web Parts | Personalization | Master Pages | Provider Framework (Navigation, Security…)
Database services Workflow servicesSearch services
Core Services
Collaboration
DiscussionsCalendarsE-MailPresenceProject MgtOffline
Content Mgt
AuthoringApprovalWeb PublishingPolicy & AuditingRights MgtRetentionMulti-LingualStaging
Portal
MySitesTargetingPeople FindingSocial NetworkingPrivacyProfilesSite Directory
Search
IndexingRelevanceMetadataAlertsCustomizable UX
BPM
Rich\Web FormsBiz Data CatalogData in ListsLOB ActionsSingle Sign-OnBizTalk Integ.
BI
Excel ServicesReport Center KPIsDashboardsSQL RS\AS Integ.Data Con. Library
Site Model
RenderingTemplatesNavigationVisual Blueprint
Storage
RepositoryMetadataVersioningBackup
Security
Rights\RolesPluggable Auth.Per ItemRights Trimming
Management
DelegationProvisioningMonitoringStaging
Topology
Config. Mgmt.Farm ServicesFeature PolicyExtranet
APIs
Fields\Forms OM and SOAPEventsDeployment
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SharePoint Development Projects Portal entry point with links to formal info systems,
formal policies and procedures, forms, general lists, and department process SharePoint sites organized by business line or operating process
Informal shared spreadsheets / Access databases become MOSS lists or Excel server worksheets
Paper forms become InfoPath server forms Document management and version control Remove attachments from emails, alerts and RSS Committee / meeting workplaces
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Level of DifficultyDocument ManagementStandard Lists – links, contacts, etc
Department Collaboration SitesCommittee / Meeting WorkplacesCustom Lists
InfoPath FormsKey Performance Indicators - DashboardsBusiness Intelligence Reporting
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Portal Design Goals Must reinforce no document
duplications Users must easily author directly to the
system
Means you need to start with an overall plan – not “throw up a couple of department sites”
Figure out what needs to go in your main portal and follow that up with business process sites
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Everything Is a List Announcements Contacts Document Library (+) Events Form Library (InfoPath) General Discussion Links Survey (+) Tasks Picture Library Problem Report Calendars (+) Document Collaboration
(+)
Meeting Agenda Attendees Decisions Issues (+) Meeting series Things to bring Objectives Workplace pages
Blog Wiki New meeting types People & Groups Tasks Coordination
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SharePoint Building Blocks Templates
Document, Meeting, Team, Project Lite*, Portal*, Managed Document*
Libraries Document, Picture, Form, Slides*, Divisional*
Enterprise Search* Content Management*
Document, Records, Web Content*, Records Repository*
Business Intelligence* and Workflow*
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Typical Team Site
Quick LaunchList key site pages on this navigation menu.CalendarDisplay important dates and events.
AnnouncementsPost messages on the home page of the site.
Site ActionsShow common commands for the site.Document LibraryContain and display team documents.
LinksPost links of interest tosite members.
TabsDisplay subsites and link to them.
Recycle BinRestore or permanently remove deleted items.
People and GroupsControl who can access your site and what content they can view and edit.
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SharePoint Server 2007 My Sites My Site is used to store files and collaborate
with students and co-workers online My Sites have public and private pages SharePoint Readers can search for the user’s
site in the Portal Use the public page (called the “My Profile”
page) to share files and information with students and co-workers
Use the private page (called the “My Home” page) to store files and information that only you can access
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SharePoint Server 2007 My Sites
My Profile PageYour public page. Displays information about you and your work to students and coworkers.
My Home PageYour private page. Stores files and content for your use. This content is not publicly displayed.
My InformationEdit your profile page.
Left Navigation Menu(Quick Launch)Get quick access to your site content.
Site Actions MenuAdd content, edit page, or change site settings.
TabsClick tabs to access the public and private pages of your site.
As Seen By ListRestrict what others can see, and then preview your My Profiles page as others see it.
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Outlook 2007 Integration View and edit SharePoint 2007 content
in Outlook 2007, even when offlineCalendar Schedule projects, appointments, and milestones. View the
SharePoint Server 2007 calendar next to your Outlook 2007 calendar, or overlay both calendars to see all items at once.
Task List Assign project duties and track them to conclusion. Team members can see all tasks in the Outlook 2007 Tasks window, or can view tasks assigned only to them in the To-Do Bar.
Document Library
Use document libraries to preview, search, and open team documents. Team members can edit documents online or offline.
Discussion Board
Discuss topics with team members. E-mail discussions require participants to find and sort messages, but Discussion Boards isolate messages for easy tracking.
Contact List Stay in touch with team members and important people outside the team. As one member adds contacts or edits them, the entire team gets the new information.
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InfoPath 2007 Forms InfoPath 2007 is used to create custom forms or
convert existing Microsoft Office Word 2007 documents to forms InfoPath forms are distributed using Outlook 2007 or
SharePoint Server 2007, or may be published on the Office Forms Server
Recipients of forms can complete and submit them electronically even if they don’t have InfoPath 2007 installed
Office Forms Server 2007 provides Browser-based forms (common browsers, Windows & OS X) Centralized forms management “Design Once” development model Form-based workflows
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Office Server Enterprise CAL Excel spreadsheet web publishing Excel services BI Business data catalog and web parts Report Center Key Performance Indicators Filter Web Parts
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Enterprise Work Environmentwww.stlcc.edu and my.stlcc.edu
Team
Division
Enterprise
ExtranetInternet
Individual
Business Applications(Banner, Blackboard, Librarydatabases, data warehouse, Help Desk, many more)
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Applied Technologies Microsoft Office 2003/2007 Microsoft Exchange 2003 Microsoft Office SharePoint Server 2007 Microsoft SQL Server 2005 Microsoft Office Forms Server 2007 Microsoft Dynamics CRM 3.0 Adobe Connect / Presenter (Macromedia
Breeze)
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More Information This slide deck is available at
http://www.stlcc.edu/presentations
Email us at: [email protected] [email protected]