Title: H034: Client Management Using Microsoft SharePoint and CRM
1H034 Client Management Using Microsoft
SharePoint and CRM
- Richard Schumacher and Bob SerbenWorkforce
Community DevelopmentSt. Louis Community College
2St. 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
3Workforce 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 areas workforce and provide
increased opportunities for the areas residents
4The Presenters
- Richard Schumacher Manager, Technology
Initiatives Workforce Community
Development www.stlcc.edu/wcd - Bob Serben Director Center for
Business, Industry Labor www.cbil.org
5Overview
- Departmental and College Intranet Development
- Considerations for Users
- Performance Improvement Goals
- Customer Relationship Management
- User Collaboration Workplaces
- Process Technical Development Decisions
- SharePoint Technology
6WCD 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
7WCD Intranet Journey
- Initial Departmental Intranet Development
- College Intranet System
- Revised Division Intranet
- MOSS 2007 / CRM 3.0 Division Intranet
8What 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
9Steps for Intranet Development
10WCD 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
11Development 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)
12Intranet Team
13CBIL Intranet Original Site
14Original CBIL Intranet
15Original CBIL Intranet
16Master Calendar
17Early Document Management Office Server
Extensions (OSE)
18Seven Steps to a Successful Intranet
19College 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
20College Intranet - Webpages
21College Intranet SPS 2001
22College Intranet Doc Center
23Issues 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
24College 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
25College Intranet - CollegeWeb
26WCD 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 isnt used in the old system
27Transition 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
28Provide a way to find your Intranet
29WCD Intranet Home
30WCD Intranet Dynamic Content
31WCD News
32eLearning
33What 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
34Considerations 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
35Performance 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
36Intranets 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 dont like to share - Your IT department likely doesnt understand
taxonomies and cultural change management dont
expect them to understand how those impact
SharePoint or CRM
37Customer 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 - Its a business strategy
38Key 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?
39The 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
40CRM 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
41Accurate, 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
42Effective 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
43A 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
44CRM 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)
45CRM 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 cant be
sufficiently customized (and are complex to
customize) and have interoperability issues
they focus on the viewpoint of a sales
representative - Most systems cant do sales, marketing and
service management with one product
46CRM Processes
- Its all about workflow automating
business processes - Task assignment
- Confirmations and feedback
- Notifications and escalation (alerts)
- Measurement and reporting (analysis)
47Why 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
48Microsoft CRM 3.0 Modules
49Designing 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?
50Academic 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
51CRM Outlook Client
52CRM Web Interface
53Organizing 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?
54Make 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
55SharePoint 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
56SharePoint Technology
Server-based Excel spreadsheets and data
visualization, Report Center, BI Web Parts,
KPIs/Dashboards
Docs / tasks / calendars, blogs, wikis, e-mail
integration, project management lite, Outlook
integration, offline docs/lists
Business Intelligence
Collaboration
Rich and Web forms based front-ends, LOB actions,
pluggable SSO
Enterprise Portal template, Site Directory, My
Sites, social networking, privacy control
BusinessForms
Portal
Content Management
Search
Integrated document management, records
management, and Web content management with
policies and workflow
Enterprise scalability,contextual relevance,
rich people and business data search
57SharePoint Services and Server
Team Productivity
Enterprise Work Environment
- Team Sites
- Web Parts
- Basic Search
- Alerts/Notifications
- Security Trimming
- Versioning
- CentralizedAdministration
- Portal / MySites
- Enterprise Search
- Content Management
- Records Repository
- Workflow Templates
- Forms Server
- Excel Services
- Business Data Catalog
- Document Collaboration
- Meeting Workspace
- Document, Picture, and Form Libraries
58SharePoint Architecture
Web Parts Personalization Master Pages
Provider Framework (Navigation, Security)
Database services
Workflow services
Search services
Operating System Services
59SharePoint 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
60Level of Difficulty
61Portal 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
62Everything 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
63SharePoint 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
64Typical Team Site
Site ActionsShow common commands for the site.
TabsDisplay subsites and link to them.
AnnouncementsPost messages on the home page of
the site.
Document LibraryContain and display team
documents.
Quick LaunchList key site pages on this
navigation menu.
LinksPost links of interest tosite members.
CalendarDisplay important dates and events.
People and GroupsControl who can access your
site and what content they can view and edit.
Recycle Bin Restore or permanently remove deleted
items.
65SharePoint 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 users 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
66SharePoint Server 2007 My Sites
Site Actions Menu Add content, edit page, or
change site settings.
As Seen By List Restrict what others can see, and
then preview your My Profiles page as others see
it.
My Information Edit your profile page.
Left Navigation Menu (Quick Launch) Get quick
access to your site content.
My Home PageYour private page. Stores files and
content for your use. This content is not
publicly displayed.
My Profile PageYour public page. Displays
information about you and your work to students
and coworkers.
67Outlook 2007 Integration
- View and edit SharePoint 2007 content in Outlook
2007, even when offline
Calendar 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.
68InfoPath 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 dont 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
69Office Server Enterprise CAL
- Excel spreadsheet web publishing
- Excel services BI
- Business data catalog and web parts
- Report Center
- Key Performance Indicators
- Filter Web Parts
70Enterprise Work Environmentwww.stlcc.edu and
my.stlcc.edu
Extranet
Internet
Enterprise
Division
Team
Individual
71Applied 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)
72More Information
- This slide deck is available at
http//www.stlcc.edu/presentations - Email us at
- rschumacher_at_stlcc.edu
- bserben_at_stlcc.edu