Client Management Using Microsoft SharePoint 2007 and Microsoft CRM

H034: Client Management Using Microsoft SharePoint and CRMRichard Schumacher and Bob SerbenWorkforce & Community DevelopmentSt. Louis Community College

St. Louis Community CollegeLargest community college system in Missouri serving an area of about 700 square miles; created by area voters in 1962Three campuses (4th under construction) offering transfer, career and developmental programs, plus non-credit continuing education coursesFour education centersCredit enrollment is about 32,500

Workforce & Community DevelopmentDivision of St. Louis Community College that serves the community beyond the traditional college settingResponds to the needs of St. Louis business, civic, and community-based organizationsExperienced professionals working to improve the quality of the areas workforce and provide increased opportunities for the areas residentsThe PresentersRichard Schumacher Manager, Technology Initiatives Workforce & Community Development www.stlcc.edu/wcd Bob Serben Director Center for Business, Industry & Labor www.cbil.org OverviewDepartmental and College Intranet DevelopmentConsiderations for UsersPerformance Improvement GoalsCustomer Relationship ManagementUser Collaboration WorkplacesProcess & Technical Development DecisionsSharePoint Technology

WCD Division StrengthsStrong financial managementUnderstanding of College and Business World practices, requirements and processesFocus on appropriate use of current technologyGood availability of resourcesMore structured employee environmentLess change-adverse than rest of CollegeWCD Intranet JourneyInitial Departmental Intranet DevelopmentCollege Intranet SystemRevised Division IntranetMOSS 2007 / CRM 3.0 Division IntranetWhat Is Not Happening?Information was not being reviewed in a timely mannerInformation needed to support better decision makingAccess from the field (project sites) to information was limitedInformation not easily foundSteps for Intranet DevelopmentWCD Intranet Take OneTeam approach (leadership, process owners, content owners, creative staff, tech folks)User focus groupsInternal access only remote users access through network dial-in (or via terminal server)Static html site enhanced with a SharePoint Portal 2001 document centerDevelopment TeamLeadership SponsorProject LeaderContent and Process ExpertsContent and Process OwnersEditorial (includes categorize, index and archive)Creative and DesignQuality Assurance and ComplianceTechnical (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 IntranetCollege Intranet SystemThe 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 CollegeSharePoint 2001 Portal for document managementInternal-only access due to confidentiality concerns on content

College Intranet - Webpages

College Intranet SPS 2001

College Intranet Doc Center

Issues with College DeploymentNo centralized authentication over 60 non-trusting domains, workgroups & NDS treesLogin by the same domain used for emailVaried levels of participation interestDifficulty explaining the need to/how to loginNot all College internal systems/data sources were representedHeavy reliance on paper and paper triggersCollege Intranet - CollegeWebDeveloped as a one stop shop one place with links to all the major College data systemsBranding to remove intranet confusionDNS resolution, http://collegeweb.stlcc.edu Internal name resolution onlyNew single-forest, single domain structure eliminated login confusion, misunderstanding

College Intranet - CollegeWeb

WCD Intranet Take TwoAddress 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 CBILChange to Internet-based access from dial-upLeverage lessons learned, user requests, and what is and isnt used in the old systemTransition WCD IntranetAccessible through Internet, DNS resolutionAll traffic SSL encryptedStatic html site with links to dynamic contentDepartment and Committee organizationVisual Employee DirectoryLinks to College data systemsWCD 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 useInformation Accurate Essential Reliable RelevantInteresting New Dynamic TimelyTrusted Unduplicated Findable Self-serviceOrganize and access their documents, anywhereBe told when there is something they need to know about or act onPersonalizationConsiderations for WCD UsersMultiple departments with different operating styles and goalsLots of locations most staff in the fieldNeed to share and securely backup documentsSome staff use non-College computers and require clientless deploymentHas to be obvious and easy to usePerformance Improvement GoalsCommunication and CollaborationHigher utilization of corporate knowledgeNeed to better organize and share contacts, contact history, client history and recordsEffective marketing campaign managementImproved cross-selling of WCD department and College services

Intranets Are About PeopleBusiness needs drive the implementationWhat 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 shareYour IT department likely doesnt understand taxonomies and cultural change management dont expect them to understand how those impact SharePoint or CRMCustomer Relationship ManagementManage each and every customer experience better, and in a personalized manner based on their history with youProvides a central, organized, consolidated repository of all the information relating to your clients, leads, and prospectsProvides a structure reinforcing business processesIts a business strategyKey CRM DataShould you be marketing to this account or contact; and what is the contact method?Specific customer / prospect historyWhat 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 ComeWorkforce development will become increasingly more visibleComprehensive servicing will be the value adding characteristicStakeholders will demand better performanceCRM System RequirementsA system employees will actually useAccessible anywhereEasy to maintain accurate, complete, and timely customer and prospect dataEffective reportingTacticalStrategicAccurate, Comprehensive, IntegratedAt least 1/3 of personnel information in commercial business databases is inaccurateHistory is vital when client personnel change or multiple contacts occur at the same clientVarious arms of workforce development may call on the same clientsLots of different info sources involved emails, letters, contracts, worksheets, faxes, invoicesEffective ReportingIn the externally funded environment:Forecasting is criticalActivity management is essentialService / sales knowledge mix is indispensableMarketing campaigns need review and analysis

A System That Will Actually be UsedOutlook has become the de facto standard operational tool for time and activity management most staff live in OutlookPeople resist changeAcceptance and comfortShortened learning curveContinual improvement by MicrosoftCRM Implementation IssuesMultiple systems / departments with customer informationMulti-channel customer interactions (phone, email, fax, web sites, mail, IM, in-person)Remote workersInflexible systemsAccount / contact conversions (suspect, lead, campaign, opportunity, prospect, quote, sale, customer, case - service support, billing)CRM System IssuesOver 80% of deployments are considered failuresEducation-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 representativeMost systems cant do sales, marketing and service management with one productCRM ProcessesIts all about workflow automating business processes

Task assignmentConfirmations and feedbackNotifications and escalation (alerts)Measurement and reporting (analysis)Why Microsoft CRM 3.0?Targeted for heavy Outlook usersFull functionality web version for remote accessExtremely easy customization; adaptability to your operational processesManages marketing, sales, and service activitiesOrganizes all of the common document typesGeared for activities by Business Unit or TeamDirectly integrates with Microsoft Workflow

Microsoft CRM 3.0 ModulesDesigning CRM WorkflowDefine the steps of your sales cycleCreate an outline for each stepWhat 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 CRMOutreach (marketing) to parents, benefactors, alumni, community leaders, and othersStudent management and recruitmentDistance Learner communicationsFaculty/instructor recruitment and retentionCRM Outlook Client

CRM Web Interface

Organizing Shared FilesAnnouncements or NewsForms and TemplatesOne-off documents or imagesVersion controlled documentsOfficial policies, procedures, or releasesPersonal stuff

Who gets / needs what?Make Sure to IncludeAccess to existing formal information systemsHeavily used informal tools or informationUsually dealing with document managementUsually ignored by formal IT departmentsHow staff collaborate nowShared spreadsheets or Access databasesManual formsToo many email attachments

SharePoint 2003 SPS & WSSPortal 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 thisSharePoint 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

BusinessIntelligence

Collaboration

Search

Portal

BusinessForms

ContentManagementServer-based Excel spreadsheets and data visualization, Report Center, BI Web Parts, KPIs/DashboardsIntegrated document management, records management, and Web content management with policies and workflowRich and Web forms based front-ends, LOB actions, pluggable SSODocs / tasks / calendars, blogs, wikis, e-mail integration, project management lite, Outlook integration, offline docs/listsEnterprise scalability,contextual relevance, rich people and business data searchEnterprise Portal template, Site Directory, My Sites, social networking, privacy controlSharePoint Technology56

TeamProductivityEnterpriseWork EnvironmentPortal / MySitesEnterprise SearchContent ManagementRecords RepositoryWorkflow TemplatesForms Server *Excel Services *Business Data *Catalog

Team SitesWeb PartsBasic SearchAlerts/NotificationsSecurity TrimmingVersioningCentralizedAdministrationDocument CollaborationMeeting WorkspaceDocument, Picture, and Form Libraries

SharePoint Services and Server

Operating System ServicesWeb Parts | Personalization | Master Pages | Provider Framework (Navigation, Security)Database servicesWorkflow servicesSearch services

Core ServicesSharePoint Architecture

CollaborationDiscussionsCalendarsE-MailPresenceProject MgtOffline

Content MgtAuthoringApprovalWeb PublishingPolicy & AuditingRights MgtRetentionMulti-LingualStaging

Portal

MySitesTargetingPeople FindingSocial NetworkingPrivacyProfilesSite Directory

SearchIndexingRelevanceMetadataAlertsCustomizable UX

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

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

Site ModelRenderingTemplatesNavigationVisual Blueprint

StorageRepositoryMetadataVersioningBackup

SecurityRights\RolesPluggable Auth.Per ItemRights Trimming

ManagementDelegationProvisioningMonitoringStaging

TopologyConfig. Mgmt.Farm ServicesFeature PolicyExtranet

APIsFields\Forms OM and SOAPEventsDeployment

5858SharePoint Development ProjectsPortal 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 processInformal shared spreadsheets / Access databases become MOSS lists or Excel server worksheets Paper forms become InfoPath server formsDocument management and version controlRemove attachments from emails, alerts and RSSCommittee / meeting workplaces

Level of DifficultyPortal Design GoalsMust reinforce no document duplicationsUsers must easily author directly to the system

Means you need to start with an overall plan not throw up a couple of department sitesFigure out what needs to go in your main portal and follow that up with business process sites

Everything Is a ListAnnouncementsContactsDocument Library (+)EventsForm Library (InfoPath)General DiscussionLinksSurvey (+)TasksPicture LibraryProblem ReportCalendars (+)Document Collaboration (+)Meeting AgendaAttendeesDecisionsIssues (+)Meeting seriesThings to bringObjectivesWorkplace pages

BlogWikiNew meeting typesPeople & GroupsTasks CoordinationSharePoint Building BlocksTemplatesDocument, Meeting, Team, Project Lite*, Portal*, Managed Document*LibrariesDocument, 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 SitesMy Site is used to store files and collaborate with students and co-workers online My Sites have public and private pagesSharePoint Readers can search for the users site in the PortalUse the public page (called the My Profile page) to share files and information with students and co-workersUse the private page (called the My Home page) to store files and information that only you can accessSharePoint 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 IntegrationView and edit SharePoint 2007 content in Outlook 2007, even when offline

CalendarSchedule 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 ListAssign 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 LibraryUse document libraries to preview, search, and open team documents. Team members can edit documents online or offline.Discussion BoardDiscuss topics with team members. E-mail discussions require participants to find and sort messages, but Discussion Boards isolate messages for easy tracking. Contact ListStay 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 FormsInfoPath 2007 is used to create custom forms or convert existing Microsoft Office Word 2007 documents to formsInfoPath forms are distributed using Outlook 2007 or SharePoint Server 2007, or may be published on the Office Forms ServerRecipients of forms can complete and submit them electronically even if they dont have InfoPath 2007 installedOffice Forms Server 2007 providesBrowser-based forms (common browsers, Windows & OS X)Centralized forms managementDesign Once development modelForm-based workflows

Office Server Enterprise CALExcel spreadsheet web publishingExcel services BIBusiness data catalog and web partsReport CenterKey Performance IndicatorsFilter Web Parts

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

TeamDivisionEnterpriseExtranetInternet

Individual

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

Applied TechnologiesMicrosoft Office 2003/2007Microsoft Exchange 2003Microsoft Office SharePoint Server 2007Microsoft SQL Server 2005Microsoft Office Forms Server 2007Microsoft Dynamics CRM 3.0Adobe Connect / Presenter (Macromedia Breeze)More InformationThis slide deck is available at http://www.stlcc.edu/presentations

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