Belnet: CRM v2.0 - 2013-2016 · 2013-02-08 · CRM ≠ ERP, Configuration database, … 2. Select a CRM vendor/integrator that understands your specific business needs 3. Talk with

Belnet:CRM v2.0 - 2013-2016

Terena TF-MSP – CRM meetingUtrecht –7th of February 2013 - Koen Schelkens

2Terena CRM workshop - Belnet CRM v 2.0Utrecht -07.02.2013

Belnet intro: organisation

BELNET + Customer Relations unit

HR: Q1 2013: 65 FTEBudget: app. 14 mio € (8 mio € gov. funding – 6 mio € ‘own income’)


Belnet intro: Customer Relations dept.

Function rolesFTE: 9 (+2 to be hired in2013)

Main role @ Belnet

1 Coordinator • Coordination CR dept. – Customer Policy – partner relations – CRM - CustomerService development

3 Accountmanagers

• Not-for-profit account management Belnet, BNIX & FedMAN - Indentifying &monitoring needs & satisfaction - Partner Relations( large customer groups) - BLL(leased line procurement for customers)

2 InternalCustomer CareAssistants

• Support & execution customer administration - “Internal customer” administration& information - Customer d-to-d communication - Responible data entry CRM +reporting - Administration customer procurement ( BLL)

3 (+1) TechnicalAdvisors

• Technical advisors for customers/users - Identification technical requirements -support development - Onsite guidance & advices (new services, customerprojects…) - training /workshops

(+1) CustomerService Projectmanager

•CRM functional integration , Development, service level management, internalFollow up new (outsourced) Service desk (Q4 2012) , customer (service) projects• (customer) service improvement & CFT’s. for procurement

Terena CRM workshop - Belnet CRM v 2.0Utrecht -07.02.2013

Belnet overview: ca. 280 ‘customers’

Belnet : : :198 connected institutions – 700k end user 30% Research centres 35 % (Higher ) Education institutions 10% Hospitals (most non-academic) 5 % Museum & cultural institutions 25% Government agencies & public companies

FedMAN : 33 Federal Public Services in Brussels

Bnix : 50 participants (mostly ISP’s)

: the Federal Cyber Emergency Team

4


Belnet intro: Service Portfolio 2013

Belnet Service Portfolio

Terena CRM workshop - Belnet CRM v 2.0Utrecht -07.02.2013

Belnet: ‘old’ CRM 2008-2013

5 years in use -2008-2013

Vendor/ company

‘Off the shelf’ (Licensed software with pc client & webinterface ,on Microsoft platform) :

. but fine-tuning adaption continued until 2010

Initial budget 250k€ (incl. 3 year support & maintenance)

...+ ca. xxxk euro consultancy, further development & ICTintegration

Internal workload/HR :first 2 years 1,5 FTE, later app. 0,25 FTE/year

6


‘old’ CRM: functionalities =‘do all application’

“Customer relationship management”

Organization & Contact mgt (app. 700org. +2500 contacts)Activities & customer interaction historyCustomer Needs follow up

Customer administration

Customer Contract & document mgt (digital archive)Invoicing -> interface with accounting applicationOrder & Change mgt -> CRM ticketing system

Technical data

Connections & Services data (incl. network & IP DB)Technical/configuration database for 24/7 helpdesk & NOC

Supplier & Tender management (ended 2011)

Reporting … ?


Actual CRM: Quick tour


CRM: within organisation & ICTenvironment today


Belnet CRM: lessons learned

Budget: calculate upfront (€ , HR…) to application up &running…

More flexibility /more control needed over user interface &

database (customization)

Decent & user friendly reporting engine is key for a CRM

Better & flexible integration / interfacing with ICT environment is

must (& now ITSM )

Match CRM solution with needs of key users (Customer service ,

MarCom...) … not with whole organisation

Mobile CRM access needed


New CRM 2013-2016

Choice for Efficy CRM www.efficy.com

Solution cost : 200k€Including: licenses, implementation/customization/integration inbusiness processes application-licences/4y support & maintance–> + ca. 50k€ independent CRM consultant.

Planning Q2 2012 AS IS – TO BE study + write CFT Q3 2012 CFT published (available for NREN’s) Q4 2012 evaluation offers CRM : +25 candidates only 3 offers… March 2013: start implementation … Q3 2013 (hopefully) up & running + user training& document

New CRM 2013-2016

Efficy:

• Web interface only – Individual & customizable GUI (dashboard)

• Hosted on server in house

• Mobile access

• Easy querying / reporting

• Compatibility /Interfaces: OpenDB; SOAP, LDAP, Shibboleth

Federation & Active directory…

• Interfacing with accounting, ERP tool, Technical database


New CRM 2013-2016

Challenges for new CRM

– Customer data <-> technical data … thin line..

– Integration with central ITSM tool (OTRS),

– Better & more systematic satisfaction monitoring

– Easier logging & better tracking of important contacts/activities

– Keeping track of user needs & trends !

– New CRM = towards efficient/lean customer administration

=Review of all customer related business processes (invoicing,

contracts & orders, mass communications..)



Belnet CRM: food for thought

Some aspects to bare in mind:

1. Reflect on what you want your CRM needs to do & can do for you.

CRM ≠ ERP, Configuration database, …

2. Select a CRM vendor/integrator that understands your specific

business needs

3. Talk with or involve the key users (Customer dept., Marcom,..) and

map their needs & functional requirements

4. Adapt CRM to your business processes or… adapt your business

processes to CRM …

5. Needs (instead of ‘leads’) tracking is key for NREN’s… CRM

should be the tool to so.

Utrecht -07.02.2013

Terena CRM workshop - Belnet CRM v 2.0 15

Questions ?

Documents

Belnet: CRM v2.0 - 2013-2016 · 2013-02-08 · CRM ≠ ERP, Configuration database, … 2. Select a CRM vendor/integrator that understands your specific business needs 3. Talk with