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Citizen relationship management with SugarCRM
1) Outdare implemented SugarCRM as a flexible and open customer contact center (CCC) solution for the city of Rijswijk based on the Dutch government's initiative for a centralized CCC. 2) Key aspects of the implementation included integrating telephony, workflows, and APIs to access back office government data systems in real-time. 3) The biggest challenges were changing employee mindsets and transferring knowledge from back office employees to the new CCC staff.
Citizen relationship management with SugarCRM
- 1. Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity Group Fabrice Mous [email protected] +31 648585162
- 2. Introduction Government policies Choosing SugarCRM asa CCC platform Implementing SugarCRM as a CCC platform Lessons Learned #2
- 3. Introduction #3
- 4. Managing Director Outdare Workingfor Ictivity Group IT consulting and change management #4
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- 6. Founded April 1998 FirstSugarCRM partner in West Europe (2004) Highly specialized team of CRM consultants Expertise in building integrations with SugarCRM Part of the Ictivity Groep for organizational size and expertise #6
- 7. SugarCRM asa CCC Solution #7
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- 10. NY #10
- 11. 2005 Dutch government delegation in New York Impressed by city customer contact center CCC reachable and recognizable via phone (311) #11
- 12. … realizing accessible,informative, ancillary government services One customer contact center for the Dutch government #12
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- 15. "… properly handle80% of citizens and business contacts at first contact ..." #15
- 16. Choosing SugarCRM as aCCC platform #16
- 17. City of Rijswijk #17
- 18. situated in Provinceof Zuid-Holland on the south side of The Hague and northern outskirts of Delft with a surface area of 14 km² 47.000 inhabitants and about 40.000 job professions customer potential +/- 90.000 #18
- 19. High level ofambition for public services Focused on single customer data query. Operational Customer Contact Center by 01-02-2012 based on Dutch government initiative “Programma Antwoord ©” #19
- 20. "... it lacksa "shell" for accessing information from the back office to the CCC ..." #20
- 21. "... a solutioncapable of 'smart coupling' to various local and national data information systems ..." #21
- 22. Citizens and businessesas customer focus. Build complete 360 customer view and history. System for the longer term. #22
- 23. customer viewpoint (not questionsor cases) #23
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- 26. IT architecture Rijswijk(2008) unlocking information from backoffice systems based on open standards and open source software #26
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- 29. Implementing SugarCRM as aCCC platform #29
- 30. ✔ Corporate Style ✔Dashboard ✔ LDAP Authentication ✔ Logging activities ✔ Management information ✔ Workflows ✔ Telephony Integration ✔ Government Data Coupling (API’s) #30
- 31. Workflows #31
- 32. Workflows Via email and web forms Timeframe triggers #32
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- 36. Connecting KPN telephone exchange with VOIP server and Ingenius PC client plugin. Starting and stopping calls within SugarCRM calls + registering contact in SugarCRM. #36
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- 38. Government Data Coupling (API’s) #38
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- 40. GBA GBA-V Chamber of Commerce GOP/PDC/VAC Corsa DMS QMatic #40
- 41. Civil Affairs Information Residentsof Rijswijk (GBA) Webservice to broker (DDS) Broker pushes notifications realtime to Sugar Queue based handling of notifications #41
- 42. Civil Affairs Information Non-Residents of Rijswijk (GBA-V) Information request initiated from Sugar Based on citizen service number (BSN) Records in Sugar updated or created #42
- 43. Chamber of Commerce Connectorfor Dutch Chamber of Commerce Built by Outdare and available as open source Records in Sugar updated or created #43
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- 45. GOP/PDC/VAC Midoffice databases Personnel information(expertise + availability) Products and services (website/ticket window) Frequently Asked Questions (website) #45
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- 47. Corsa DMS Webservice toDocument Management Indexing all correspondence Search from within Sugar Viewing documents from within Sugar #47
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- 50. SOAPY STUFF #50
- 51. Result? flexible and …a open CustomerContact Center Solution based on CRM #51
- 52. Lessons learned #52
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- 54. Biggest challenge ischanging the mindset of your employees from your frontoffice (CCC) and backoffice. Transferring knowledge and responsibility from backoffice to frontoffice (CCC). Don’t get lost in technical documentation and use a direct vendor contact. #54
- 55. Take Away #55
- 56. Leapfrog the CRMparadigm and position SugarCRM as a platform solution Know the government lingo and change your vocabulary accordingly! #56
- 57. Questions #57
- 58. More information Outdare BV www.outdare.nl [email protected] FabriceMous [email protected] +31 648585162 #58
- 59. Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity Group Fabrice Mous [email protected] +31 648585162