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Customer Relationship ManagementUpdate on the progress of the CRM system and future plans for SupportNetShaun de Lacy IT Director

1The next 30 minutesCRM Programme StatusSupportNet today (the starting point)The CRM Portal (where were headed)Brief demo:User Account ManagementDashboardsThe portal on a tabletThe Project (how we get from here to there)CRM Programme statusThe CRM Programme:A series of IT projects over a three year period to build a CRM backbone which will integrate all of our Customer interactions in a single system (Microsoft Dynamics CRM)

Introduction of new CRM solution:Phase 1 Back end Case management completed 2012Phase 2 Replacement of SupportNet underwayPhase 3 Online renewals starts soon for delivery next year

SupportNet today (the starting point)SupportNet today

SupportNet usageTotal accounts 28,29112 months 10,4146 months 8,6823 months 7,2881 month 5,107New account registrations over 2,500 per annumPage views >10,000,000 every yearVisits >100,000 per month in term time New forum threads 5,000 p.a.Forum posts 25,000 p.a.Top 10 searches 3,000 p.m.Cases logged online 30,000 p.a.10,000 Documents40,000 KB ArticlesBrief demo of the CRM Portal (where were headed) User Registration & Account ManagementDashboardsThe portal on a tablet

The new CRM Portal (SupportNet+)User Registration putting you in control of your dataProfile Management this will allow you to select your specific areas of interest, helping the portal to filter information so that your search results are better tailored to your needs

The new CRM Portal (SupportNet+)Dashboard reporting and analysis to help you follow progress and understand the overall picture at a glance

SupportNet+Support for mobile devices with more and more of us increasing our everyday use of tablets and smartphones, weve ensured the new portal can adapt to these devices

The Portal Project (how we get from here to there)S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T S P R I N T Q2 2013Beta ReleaseRelease for real user feedbackSummer 2013Release 1First release open for all usersNowAlpha ReleaseFeaturesRaise CasesView CasesSearchUser AdminChange RequestsCore Case Management for internal testingFeaturesRaise CasesView CasesChange RequestsSearchUser AdminForumsDashboardKnowledge BaseBACS transferFeaturesCase ManagementChange RequestsSearchUser AdminForumsDashboardsKnowledge ManagementMobile AccessEvent ManagementBACS PaymentsThe Journey (how we get from here to there)

Thank You Questions?Shaun de Lacey

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