OneCafé: The future of membership organizations facilitated by CRM and collaboration tools

www.orbitone.com

Orbit One BVBARaas van Gaverestraat 83B-9000 GENT, BELGIUM Website www.orbitone.com

E-mail [email protected] Tel. +32 9 330 15 00VAT BE 456.457.353Bank 442-7059001-50 (KBC)

Damien BraeckmanOctober 11th 2011

OneCafé: The future of membership organisations using Dynamics CRM + SharePoint

http://www.orbitone.com/


mailto:[email protected]


October 11th 2011OneCafé: The future of membership organisations using Dynamics CRM + SharePoint2

Damien Braeckman

Team Lead / Sr. Project ManagerCertified project managerPM for Recytyre, IAB, AISE …CRM, SharePoint, Custom Dev projects

Contact Mail: [email protected] Twitter: @damienbraeckman LinkedIn: http://be.linkedin.com/in/damienbraeckman


http://twitter.com/#!/DriesVDHoeck

http://be.linkedin.com/in/damienbraeckman


Who is Orbit One?

18 passionate web & IT professionalsBased in GhentSince 1995Strong believers of the New World Of WorkMission:

“Optimize your communication & collaboration by using internet technologies.”


Our Services

Advice, design, implement and maintain:

Information websitesSelf-Service portals, online forms, payments

Intranet & document managementFacebook for the enterpriseCRM - Contact ManagementUnified MessagingSocial integration & e-mail marketing

Custom development

Experts in

WEBSITE CMS


Create added value by linking the building blocks

Orbit One links the building blocks into 1 fluent and coherent platform

What is the atomium without the links?


Orbit One’s references in industry associations

AISE (the international Association for Soaps, Detergents and Maintenance Products )

ITUC (international trade union confederation) ITUH (international trade union house)EI (Education International)Recytyre (Tyre Recycling) IEC-IAB (Belgian Accountants institute) IBR (Instituut voor bedrijfsrevisoren) ICCI (informatiecentrum voor het bedrijfsrevisoraat) IntermixtWorld SteelLiving Steel

7

Introduction Today's challenges and

needs Solutions (Break) The future of membership

organisations Real-world examples

using Microsoft technologies

Drinks, fingerfood & networking

Agenda

OneCafé: The future of membership organisations using Dynamics CRM + SharePointOctober 11th 2011

8 OneCafé: The future of membership organisations using Dynamics CRM + SharePointOctober 11th 2011

Today’s challenges and needs of membership organisations vs available solutions…


Some trends: about members

More demanding (value for money)How to cope with that?

Express opinions but also critisim about:their sector their expectations towards the organisationIs there a medium to capture, store and re-use this?

Expose membership profilesUse membership to promote their business

•Quality labels, recongnitionShould the organisation

•allow this?•facilitate this?

How to stay impartial?


Some trends: about organisations

More and more informationWho else can access this information?Is there a knowledge conflict between the organisation and the other media?

“Self-organising” groupsAre popping out (Think of internet groups/forums)Should you ignore them, or cope with them?

Focus on internal processesWhat’s in it for the members?Is the added value clear for them?

Public expects social support and visionCommitment is wider than in the past


Some trends: about the staff

More tasks - same resourcesHow did the banks deal with that?

Submerged by information From the outside worldFrom the membersAnd (administrative) questions

How do members react to info?How to capture the feedback?How to handle or act upon it?

Source: BSAE – zeppos special


Conslusion – Inwards to outwards focus

• We know our members• We initiate, they follow• Top-down approach


Conslusion – Inwards to outwards focus

• We support our members• We listen and initiate• Bottom – up approach• Communication hub

GovernmentPressRelevant sector


Good news - there is a solution (pack)!

Orbit One has developed a “quick-start” solution pack for membership organisations

Quick and very effective solutionFor a affordable priceBased on flexible and expandable Microsoft technologies

The pack is developed based on12+ years of experience15 projects (Belgian, European and global membership organisations)


What does the pack contains?

Building blocksAll blocks you need for a flexible professional solution

TrainingWorkshops with your staff

DocumentationFor both end-users and IT

Basic CustomizationOf the building blocks to your needs

This is the foundation for your organisation’s future


Solution scheme

Internal staff

• E-mail• Calendar• Documents• CRM• IM & webmeetings• Office tools

• Membership mgmt• Correspondence• Question handling• Mass mailing• Campaigns• Event mgmt

Members

• Groups & Commissions

• Meeting mgmt• Documents sharing

& collaboration• Sector Information• Self-service (my

profile)• Easy access (1

user & password)

Public• General information• Governance• Press releases• Events• Member database• Documents &

papers• Social media

• Through easy CMS


Solution scheme

Internal staff Public websiteMembers portal

Single Sign-on


Advantages

For internal staff:Full e-mail, shared calendars, synchronization with mobile phones

•25GB space per userOffice 2010 licenseCollaboration and communication tool (Lync)CRM system for member managementE-mail marketing solution (bulk and personlized e-mail)Request tracking and follow-up system (e-mails, forms, letters)Online forms and survey solutionDocument management and collaboration solution

All systems are available from anywhere (cloud based)


Advantages

For membersSecure online webplatform for documents and information

•Easy access to information•Powerful search possibilities•Permission based

Easy management for user name and password

For workgroup and committeesSecure online portal for meeting documents and agendasContact details for workgroup membersInteractive collaboration platform (discussion and sharing)Bulk e-mail tool to all workgroup members


Advantages

For the general publicClear and structured informationNo gap between inside information and other mediaInteractivity through social mediaClear and structured informationNo gap between inside information and other mediaInteractivity through social mediaLink with internet groups (linkedin,…)


Additional services offered by Orbit One

Public website creationData migration Additional training & workshopsHelpdesk and supportCustom development

Online invoicing and paymentSelf-service portalsOnline signature (contracts)

Advice and consultancy on process optimalisation


Bart Van Coile

Member of executive commity of IAB Instituut voor Accountants en

BelastingsconsulentenPresident of the VABF

Eastern Flamish federation for accountancy

ContactLinkedIn: http://be.linkedin.com/pub/bart-van-coile/10/828/a47

http://be.linkedin.com/pub/bart-van-coile/10/828/a47

OneCafé – Orbit One

Dynamics CRM & Sharepoint

October 11th 201123

- Accountant & tax-consultant of ‘Van Coile & Partners – Ghent’

- Accountancy office with 25 years experience, of which 10 years, so–called ‘paperless ’

- ISO-Certified -> the targets we set-up were « to become as digital as possible »

Who is Bart Van Coile

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Presentation“Paperless office”

Accountancy = lots of paper

Estimate use of paper in our field:approximately 2 billon of sheets/ year = 10.000.000 kilos/year = pile of 200 km = 22x Mount Everest

Working paperless saves 50% paper

-> 1 billion of sheets / year


OneCafé: The future of membership organisations using Dynamics CRM + SharePoint26

Examples of paperlessapplications:

- Tax declaration via the internet (Tax-on-Web / Biztax)- Intervat & VAT list- Belcotax-on-Web- Deposit of the annual account via internet- E-delivery of salary files- Digital databases- Sign-up/edit/delete data in the Business Office- …

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- Protect environment & nature

- Easier access to information -> better search procedure -> less storage space

- Saving time & increase quality

3 points of view:

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- Change the attitude

Be ready -> be motivated ->

make switch -> then work in several steps

How realising this challenge?

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Example – 1 / by means of an all-in-one copier

- scan incoming invoices - scan incoming & outgoing correspondence

-> save this information in a digital way

Work in several steps:

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Conclusions of introducingan electronic file

Time-saving for us & client

Everyone can consult everything by means of screens

No more searching in huge files

Threats:SpamPhishing

MalwareTrojan horsesSpywareVirusesAdwareHackerBrowser hi-jacker

+ -


Example - 2

- 2 screens -> less printing documents -> easier checking and comparing figures


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Example - 3

- WebEx

->meetings with clients from a distance

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Example - 4

- Smartboard

-> during a presentation data can be made, saved & changed


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Example – 5

- Training programs to clients

-> management of clients’ bookkeeping through the internet


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- Digitalizing

-> NEED of very clear structure + 1 vision of saving documents!!!

« YYYY MM DD NC KD V… »

YYYY MM DD -> day of document creationNC -> name of clientKD -> kind of documentV0.1, v0.2, … -> different versions of edited documents

-> NEED of firewall!!!

-> High quality standard -> Far better service


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Total amount of invoices nationally:1.000.000.000

Total amount of electronic invoices:

E-Invoicing:Example – 6

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- Chairman of the local professional association for accountants, bookkeepers & tax consultants (V.A.B.F vzw) with approximately 250 members


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Example – 7

- Attendees can be registered by the EID-registration

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- Council member in the Institute of certified accountants & tax consultants (since 2010)


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Certified Accountants and Tax Consultants

The pillars for a healthy company The perfect financial and fiscal advisors

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Who we are

A public organisation

Established by Belgian law in 1985 (certified accountants)

Recognised tax consultants in 1999

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What we do

Organizing a guided traineeship (3 years)

Providing a permanent formation

Supervising the professional activities while guaranteeing: Competence Independency Professionaly correct members

Ensuring a corps of specialists

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Members

Individuals and Companies



Priorities 2010-2012

Specific degree

Preferential matters

Permanent formation

Quality control

Communication

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Situation at present:

Data is everywhere too many software systems

Lots of filing cabinets difficult to search data

Data is not externally available

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Target of digitalization

For the members:

SELF SERVICE PORTAL

Advantage:

* Follow up of own evolution (check & adapt)-> members & trainees are in control of their own data

-> For the institute:

IAB gets a perfect view on their numbers of members and data with history

-> Advantage:

- Only 1 system is needed

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Target of digitalization

More possibilities with the same means & team

Achieve more with less administration

A better service

Automation is the key!

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Specific data needed for the future of the Institute

Extra information about companies

Money laundering legislation

Online quality reports

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What does an electronic file needs to contain

Basic information

History of the correspondence

Extra modulus

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Target groups of the electronic file

MEMBERS

Check own personal file

Adapt personal info

Hand in new forms & reports

Check status of active files and queries

Check their correspondence

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Target groups of the electronic file

STAFF

Check total view on a specific member’s file with all related documents

Check overview of members with their history & enclosures

Link excel files from overview together with sending emails and drawing visual reports & statistics

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Questions & answers

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53 OneCafé: The future of membership organisations using Dynamics CRM + SharePointOctober 11th 2011

Education International: Membership fee & invoice automation using Dynamics CRM and SharePoint

IBR: Single sign-on for transparent access to webapplications

Recytyre: self-service portal and automatic declaration and invoicing

Real-life cases


Demo


SSO benefits

One password for all applications/websitesCentral member managementCost saving on all application development

No need for login screens and procedures Industry standards & centralization

allowing several software partners to develop applicationsAll linked to central user management

KISS principleAllows to build small and focused modulesInstead of one “all-in-one” complex websiteSmaller modules are easy to maintain


Demo


Recytyre (www.recytyre.be)

Who is Recytyre?The vzw Recytyre, the executing organism for recycling tyres, was founded on february 9th 1998 by the 6 most important tyre producers and importers together with a few other groups represented in Federauto.

Some figures500+ members (new tyre import export companies)50 operators6516 collection points (garages, tyre centers)144 container pickups per day6 staff

Orbit One Customer since 2004


Demo

59

www.orbitone.com

OneCafé: The future of membership organisations using Dynamics CRM + SharePointOctober 11th 2011


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OneCafé: The future of membership organizations facilitated by CRM and collaboration tools

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