Producing value with crm
Steve SpurlockVice President, General Manager
Program Productions
@ProgramProd #SugarCon
Program Productions and Sugar
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• Live sports and entertainment production company produces 3,000+ events per year.
• Customers: Major networks, media, brands- client list includes Big Ten Network, NBC Sports, Fox Sports, Turner and MLB Network.
• Formerly used Outlook and Excel• Launched Sugar: 2013• Partner: Highland Solutions
Why did we need CRM?
• To improve workflow process and project management
• To raise level of data integrity in environment of rapid changes
• Create an environment of robust reporting and information visibility
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i CRM TO…
“…maintain my sanity.”
Implementation
Intelligent utility that streamlines processes,
reduces errors and contains costs
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Implementation
• ProCrewz does the heavy lifting:– Estimating production expenses– Event staffing– Freelance hiring– Travel costs– Calendar management
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Module Customization
• Rate Card: set contracted rates and benefits for freelancers in each city
• Invoicing: pull labor detail from related job to create custom invoices and generate estimates
• Positions: catalogs all crewing positions
• Employees: W-2 freelancers list, highlights specialties and project history
• Job Opportunities: Monitors events to track estimates and actual labor costs
• Pricing/Expenses Module: Pricing on equipment rentals, includes cost vs actual
• Estimated Labor: Estimates call time, crewing dates and scheduled hours
• Labor Actuals: Records actual hours worked for invoicing and job records
• Job Calendar: View of daily job activity
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Portals
• Freelancer: Access to documents related to the job, including crew lists, crew contacts, sign-in/-out sheets and trouble reports.
• Client View: Displays all related upcoming events with option for detail view. Clients can pull reports for detailed job estimates and costs related to crew member names, call times, travel, etc.
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Impact
Steve Spurlock, VP of Live Events•Increased Productivity: “If it takes four hours to crew a job, instead of the six hours it used to take, you’re spending one-third less time on each job. In an eight-hour day, we can pick up two hours and get two jobs done instead of one-and-a-half.”
•Decreased administrative costs: “We’re saving hundreds of hours each year using Sugar to build our jobs… we can do it in 1/3 to 1/2 that time because so much of the information is in the system: names, tax information, rates for major cities, union rules.”
•Automated Invoicing: “I used to do all the invoicing myself. Being able to have all this information built into a system where all the calculations are done themselves and information is pre-generated, I have gained hours in my week.”
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Impact
Kelli Dora, National Crew Coordinator
• Improved agility – When Minutes MatterTechnical director was a no-show for a live broadcast
“I had someone on the road in 45 minutes. With the spreadsheets system, it would have taken me at least a couple of hours.”
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Moving forward with CRM
• Social Media: Jobs board via portal that allows freelancers to see future jobs, and post their locations and availability each week.
• Onboard sales staff• Integrate with payroll and financial system
• Further expansion plans include: real-time portal support access, crew event notifications, back-office system integration, scheduling alerts and event request capabilities for clients.
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Ideas to Produce Results
• Develop intelligence – Automate where possible – Centralize information access
• Leverage portals– Limited view for critical information– Input feeds automation and backend processes
• Facilitate team agility – Empower to react faster, better when problems arise
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THANK YOU
@ProgramProd #SugarCon