Customer Relationship Management CRM Program

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Customer Relationship Management (CRM) Program

• Regional Conferences 2004

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Purpose
Adopt a Customer Relationship Management approach
to improve the administrative processes related
to participating in NPF programs and activities,
including NPF operated Public funded programs.
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Borden Trial

• Trial Projects
• Business Planning
• CLASS
• Microsoft Great Plains
• Trial began in 2001 with positive results
  generated by 2003
• Trial was managed for IM/IT HQ by PSP Manager and
  Borden Community Recreation and Mess management
• Findings from the trial
• Projects functioned as expected
• CLASS unable to offer bilingual interface
• All trial projects integrated successfully within
  CRM

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Mess Back OfficeDESCRIPTION

• Other systems existing in various Messes
• Steward system
• Montreal developed system
• Other in-house developed systems
• Existing systems focus strictly on local
  requirements
• No Base/Wing level or national integration or
  data exchange vision
• Microsoft Great Plains software modules
  successfully demonstrated automation of mess
  office functions
• Membership
• Functions
• Automated preparation of SMC

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Mess Back OfficeDESCRIPTION (contd)

• Standardized templates can be adopted to all CF
  Messes
• Information electronically ported to NPF
  accounting system and Community Gateway database
• Visit to Petawawa (June 2003) and Valcartier
  (July 2003) indicating support and need for
  standardized systems

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Mess Back OfficeSTATUS

• Currently all three CFB Borden Messes online
• Bilingual software
• Translation of customized templates/reports is
  completed
• Proposed implementation schedule
• 2004/05 Ontario and Quebec regions
• 2005/06 Western and Eastern regions
• Challenges encountered
• Mess connectivity
• Standardizing of Mess operating policies
• PSP Hospitality Services providing direction
• Resource requirements
• CFPSA provided resources
• OPI at Base/Wing level

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Mess Back Office -DEMO
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Sports/Community/Recreation facilities and
programs managementDESCRIPTION

• Different systems existing in various locations
• RecWare (Edmonton)
• In-house developed systems
• Existing systems focus strictly on local
  requirements
• No Base/Wing level or national integration or
  data exchange vision
• Trial at CFB Borden
• Class Software
• Supports municipal, community and recreation
  complexes, and many universities

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Sports/Community/Recreation facilities and
programs managementDESCRIPTION (contd)

• Class Software modules trialed
• Membership management
• Program registration
• Facilities booking
• POS
• Billing
• Development of standardized templates for
  application at all Bases/Wings
• Information to be electronically ported to the
  NPF accounting systems and the Community Gateway
  database

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Sports/Community/Recreation facilities and
programs managementSTATUS

• Trial assisted in identification of necessary
  requirements
• Bilingual version of trialed software (Class)
  still not available
• RFP to be distributed to organizations that could
  possibly meet requirements including bilingual
  interface
• Class
• Book King
• RecWare
• In-house development also an option

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Sports/Community/Recreation facilities and
programs managementDEMO

• Class
• Book King

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NPF PassportDESCRIPTION

• Approach developed for utilizing a common
  identification card for all NPF programs
• Remains same throughout members career and
  retirement
• Identification, contact info and program/activity
  membership and participation data maintained in
  Community Gateway database

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Automated BillingDESCRIPTION

• CRM initiative components and improvements to NPF
  accounting system, enable streamlining of NPF
  billing process
• Member consolidated statements for all NPF
  activity
• vs current multiple payment mechanisms
• Processing of NPF bills via military pay accounts

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Automated BillingSTATUS

• 1 Mar 04, cease pay allotment and replace with
  acquittance roll
• CANEX Credit Plan (Halifax)
• Junior Ranks Mess (Bagotville)
• CFPSA to provide D Mil Pay with monthly
  acquittance roll e-file
• Rollout plan to be coordinated with related CRM
  initiatives such as Mess Back Office systems

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CFPSA Community Gateway (CG), DataMart and
Integrated Business Planning (BP) ToolDESCRIPTION

• The CG consists of a series of linked websites
  (one for each base/wing) that has a common look,
  feel and structure and provides a map to all
  base/wing NPF programs and activities, including
  NPF operated Public funded programs
• Anyone can browse the website
• Members log in using their NPF passport
• Various programs/activities on-line
• Update personal information
• CG linked to automated BP tool for NPF
  clubs/activities, Messes and Business Units
• Relevant data sharing between CG and BP tool

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CFPSA Community Gateway (CG), DataMart and
Integrated Business Planning (BP) ToolSTATUS

• Translation completed for bilingual CG
• Visit to Valcartier (Jul 03) indicating support
  and need for standardized systems
• Ongoing development of BP tool based on Borden
  trial
• Development of Base/Wing Community information
  areas
• CG rollout
• Ongoing dependent on PSP rollout of BP module
• BP populates Club/Activity/Mess/Business Unit
  information pages
• Ontario region rollout of BP module to begin in
  Apr 04

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CFPSA Community Gateway (CG), DataMart and
Integrated Business Planning (BP) ToolDEMO

• CG modules
• BP module

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Next Steps

• Recreation Software
• Request for Proposal

• Microsoft Great Plains
• Proposed rollout schedule and locations

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Next Steps

• Business Planning / Gateway
• Proposed rollout schedule and locations