H034: Client Management Using Microsoft SharePoint and CRM

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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 areas workforce and provide
  increased opportunities for the areas 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 Development
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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 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 isnt 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 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

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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
• Its 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 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

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CRM Processes

• Its 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
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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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SharePoint 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
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SharePoint 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

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SharePoint Architecture
Web Parts Personalization Master Pages
Provider Framework (Navigation, Security)
Database services
Workflow services
Search services
Operating System Services
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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 Difficulty
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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
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.
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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 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

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SharePoint 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.
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Outlook 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.
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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 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

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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
Extranet
Internet
Enterprise
Division
Team
Individual
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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
• rschumacher_at_stlcc.edu
• bserben_at_stlcc.edu