Citizen relationship management with SugarCRM

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Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity Group Fabrice Mous [email protected] +31 648585162

description

Presentation by Outdare from Netherlands on SugarCRM Partner Summit 2012

Transcript of Citizen relationship management with SugarCRM

Citizen Relationship Management

with SugarCRM

EMEA Partner Summit 2012

Outdare CRM | Ictivity Group

Fabrice Mous [email protected]

+31 648585162

#2

Introduction

Government policies

Choosing SugarCRM

as a CCC platform

Implementing SugarCRM

as a CCC platform

Lessons Learned

Introduction

#3

#4

Managing Director Outdare

Working for Ictivity Group

IT consulting and change

management

About Outdare

#5

Founded April 1998

First SugarCRM partner in

West Europe (2004)

Highly specialized team of

CRM consultants

Expertise in building integrations

with SugarCRM

Part of the Ictivity Groep for

organizational size and expertise

#6

SugarCRM

as a

CCC Solution

#7

Customer

Contact

Center

#8

Government policies

#9

NY

#10

Dutch government delegation in New York

Impressed by city customer contact center

CCC reachable and recognizable via phone (311) 2005

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… realizing accessible, informative,

ancillary government services

One customer contact center

for the Dutch government

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"… properly handle 80% of citizens and business contacts at

first contact ..."

#15

Choosing SugarCRM

as a CCC platform

#16

City

of

Rijswijk

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situated in Province of

Zuid-Holland

on the south side of The

Hague and northern outskirts

of Delft

with a surface area of

14 km²

47.000 inhabitants and

about 40.000 job professions

customer potential +/- 90.000

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High level of ambition for

public services

Focused on single customer

data query.

Operational Customer Contact

Center by 01-02-2012 based on

Dutch government initiative

“Programma Antwoord ©”

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"... it lacks a "shell" for accessing information from

the back office to the CCC ..."

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"... a solution capable of 'smart coupling' to various

local and national data information systems ..."

#21

Citizens and businesses as customer

focus.

Build complete 360 customer view

and history.

System for the longer term.

#22

customer

viewpoint (not questions or cases)

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IT architecture Rijswijk (2008) unlocking information from backoffice systems

based on open standards and open source software

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Implementing SugarCRM

as a CCC platform

#29

✔ Corporate Style

✔ Dashboard

✔ LDAP Authentication

✔ Logging activities

✔ Management information

✔ Workflows

✔ Telephony Integration

✔ Government Data Coupling (API’s)

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Workflows

#31

Via email and web forms

Timeframe triggers Workflows

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Telephony

Integration

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Connecting KPN telephone

exchange with VOIP server and

Ingenius PC client plugin.

Starting and stopping calls

within SugarCRM calls +

registering contact in SugarCRM.

#36

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Government Data

Coupling

(API’s)

#38

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GBA

GBA-V

Chamber of Commerce

GOP/PDC/VAC

Corsa DMS

QMatic

#40

Residents of Rijswijk (GBA) Webservice to broker (DDS)

Broker pushes notifications realtime to Sugar

Queue based handling of notifications

Civil Affairs Information

#41

Non- Residents of Rijswijk (GBA-V) Information request initiated from Sugar

Based on citizen service number (BSN)

Records in Sugar updated or created

Civil Affairs Information

#42

Connector for Dutch Chamber of Commerce

Built by Outdare and available as open source

Records in Sugar updated or created

Chamber of Commerce

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Midoffice databases

Personnel information (expertise + availability)

Products and services (website/ticket window)

Frequently Asked Questions (website)

GOP/PDC/VAC

#45

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Webservice to Document Management

Indexing all correspondence

Search from within Sugar

Viewing documents from within Sugar

Corsa DMS

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SOAPY STUFF

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… a flexible and

open

Customer Contact

Center Solution based

on CRM

Result?

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Lessons learned

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Biggest challenge is changing the

mindset of your employees from

your frontoffice (CCC) and

backoffice.

Transferring knowledge and

responsibility from backoffice to

frontoffice (CCC).

Don’t get lost in technical

documentation and use a direct

vendor contact.

#54

Take Away

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Leapfrog the CRM paradigm and

position SugarCRM as a platform

solution

Know the government lingo and

change your vocabulary

accordingly!

#56

Questions

#57

More information

Outdare BV

www.outdare.nl

[email protected]

Fabrice Mous

[email protected]

+31 648585162

#58

Citizen Relationship Management

with SugarCRM

EMEA Partner Summit 2012

Outdare CRM | Ictivity Group

Fabrice Mous [email protected]

+31 648585162