H034: Client Management Using Microsoft SharePoint and CRM

Richard Schumacher and Bob SerbenWorkforce & Community DevelopmentSt. Louis Community College

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

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 area’s workforce and provide increased opportunities for the area’s residents

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

Overview Departmental and College Intranet

Development Considerations for Users Performance Improvement Goals Customer Relationship Management User Collaboration Workplaces Process & Technical Development Decisions SharePoint Technology

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

WCD Intranet Journey Initial Departmental Intranet

Development College Intranet System Revised Division Intranet MOSS 2007 / CRM 3.0 Division Intranet

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

Steps for Intranet DevelopmentAssemble your team and resources

Define needs and project scope

Develop prototype

Develop piloting process

Beta test

Evaluate results

Modify according to data collected

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

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)

Intranet Team

CBIL Intranet – Original Site

Original CBIL Intranet

Original CBIL Intranet

Master Calendar

Early Document Management Office Server Extensions (OSE)

Seven Steps to a Successful IntranetForm an intranet advisory team

Make sure someone is in charge

Plan for an adequate budget

Plan on updating the content

Keep your technical options open

Be patient and supportive

Promote your Intranet

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

College Intranet - Webpages

College Intranet – SPS 2001

College Intranet – Doc Center

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

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

College Intranet - CollegeWeb

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 isn’t used in the old system

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

Provide a way to find your Intranet

WCD Intranet – Home

WCD Intranet – Dynamic Content

WCD News

eLearning

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

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

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

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 don’t like to share

Your IT department likely doesn’t understand taxonomies and cultural change management – don’t expect them to understand how those impact SharePoint or CRM

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

It’s a business strategy

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?

“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

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

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

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

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

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)

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 can’t be sufficiently customized (and are complex to customize) and have interoperability issues – they focus on the viewpoint of a sales representative

Most systems can’t do sales, marketing and service management with one product

CRM Processes It’s all about workflow …

automating business processes

Task assignment Confirmations and feedback Notifications and escalation (alerts) Measurement and reporting (analysis)

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

Microsoft CRM 3.0 Modules

Sales•Opportunity Mgmt•Sales Process Mgmt•Quotes•Order Mgmt•Sales Force Mgmt•Sales Literature•Direct Email•Product Catalog•Competitor Tracking

Customer Service

•Case Mgmt•View All Info•Routing & Queuing•EmailAuto-response•Email Mgmt•Service Scheduling•Knowledge Base•Service Contracts

Marketing•Campaigns•Create Lists•Qualify Lists•Campaign Templates•Campaign Execution•Track Marketing Info•Quick Campaign

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?

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

CRM Outlook Client

CRM Web Interface

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?

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

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

BusinessIntelligenc

e

Collaboration

Search

PortalBusines

sForms

ContentManageme

nt

Server-based Excel spreadsheets and data visualization, Report Center, BI

Web Parts, KPIs/Dashboards

Integrated document

management, records

management, and Web content

management with policies and

workflow

Rich and Web forms based front-ends,

LOB actions, pluggable SSO

Docs / tasks / calendars, blogs, wikis,

e-mail integration, project management

“lite”, Outlook integration,

offline docs/lists

Enterprise scalability,contextual

relevance, rich people and business

data search

Enterprise Portal

template, Site Directory, My Sites, social networking,

privacy control

SharePoint Technology

TeamProductivity

EnterpriseWork

Environment• Portal / MySites• Enterprise Search• Content Management• Records Repository• Workflow Templates• Forms Server *• Excel Services *• Business Data *

Catalog

• Portal / MySites• Enterprise Search• Content Management• Records Repository• Workflow Templates• Forms Server *• Excel Services *• Business Data *

Catalog

• Team Sites• Web Parts• Basic Search• Alerts/Notifications• Security Trimming• Versioning• Centralized

Administration

• Team Sites• Web Parts• Basic Search• Alerts/Notifications• Security Trimming• Versioning• Centralized

Administration

• Document Collaboration

• Meeting Workspace• Document, Picture, and

Form Libraries

• Document Collaboration

• Meeting Workspace• Document, Picture, and

Form Libraries

SharePoint Services and Server

Operating System Services

Web Parts | Personalization | Master Pages | Provider Framework (Navigation, Security…)

Database services Workflow servicesSearch services

Core Services

Collaboration

DiscussionsCalendarsE-MailPresenceProject MgtOffline

Content Mgt

AuthoringApprovalWeb PublishingPolicy & AuditingRights MgtRetentionMulti-LingualStaging

Portal

MySitesTargetingPeople FindingSocial NetworkingPrivacyProfilesSite Directory

Search

IndexingRelevanceMetadataAlertsCustomizable UX

BPM

Rich\Web FormsBiz Data CatalogData in ListsLOB ActionsSingle Sign-OnBizTalk Integ.

BI

Excel ServicesReport Center KPIsDashboardsSQL RS\AS Integ.Data Con. Library

Site Model

RenderingTemplatesNavigationVisual Blueprint

Storage

RepositoryMetadataVersioningBackup

Security

Rights\RolesPluggable Auth.Per ItemRights Trimming

Management

DelegationProvisioningMonitoringStaging

Topology

Config. Mgmt.Farm ServicesFeature PolicyExtranet

APIs

Fields\Forms OM and SOAPEventsDeployment

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

Level of DifficultyDocument ManagementStandard Lists – links, contacts, etc

Department Collaboration SitesCommittee / Meeting WorkplacesCustom Lists

InfoPath FormsKey Performance Indicators - DashboardsBusiness Intelligence Reporting

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

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

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*

Typical Team Site

Quick LaunchList key site pages on this navigation menu.CalendarDisplay important dates and events.

AnnouncementsPost messages on the home page of the site.

Site ActionsShow common commands for the site.Document LibraryContain and display team documents.

LinksPost links of interest tosite members.

TabsDisplay subsites and link to them.

Recycle BinRestore or permanently remove deleted items.

People and GroupsControl who can access your site and what content they can view and edit.

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 user’s

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

SharePoint Server 2007 My Sites

My Profile PageYour public page. Displays information about you and your work to students and coworkers.

My Home PageYour private page. Stores files and content for your use. This content is not publicly displayed.

My InformationEdit your profile page.

Left Navigation Menu(Quick Launch)Get quick access to your site content.

Site Actions MenuAdd content, edit page, or change site settings.

TabsClick tabs to access the public and private pages of your site.

As Seen By ListRestrict what others can see, and then preview your My Profiles page as others see it.

Outlook 2007 Integration View and edit SharePoint 2007 content

in Outlook 2007, even when offlineCalendar 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.

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 don’t 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

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

Enterprise Work Environmentwww.stlcc.edu and my.stlcc.edu

Team

Division

Enterprise

ExtranetInternet

Individual

Business Applications(Banner, Blackboard, Librarydatabases, data warehouse, Help Desk, many more)

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)

More Information This slide deck is available at

http://www.stlcc.edu/presentations

Email us at: rschumacher@stlcc.edu bserben@stlcc.edu