Citizen Relationship Management                   with SugarCRM         EMEA Partner Summit 2012               Outdare CRM...
IntroductionGovernment policiesChoosing SugarCRMas a CCC platformImplementing SugarCRMas a CCC platformLessons Learned    ...
Introduction               #3
Managing Director OutdareWorking for Ictivity GroupIT consulting and changemanagement                       #4
About Outdare            #5
Founded April 1998First SugarCRM partner inWest Europe (2004)Highly specialized team ofCRM consultantsExpertise in buildin...
SugarCRM  as aCCCSolution           #7
Customer Contact Center           #8
Government policies                      #9
NY     #10
2005       Dutch government delegation in New York       Impressed by city customer contact center       CCC reachable and...
… realizing accessible, informative,ancillary government services                            One customer contact center  ...
#13
#14
"… properly handle 80% ofcitizens and business contacts at                  first contact ..."                            ...
Choosing SugarCRMas a CCC platform                    #16
City   ofRijswijk      #17
situated in Province ofZuid-Hollandon the south side of TheHague and northern outskirtsof Delftwith a surface area of14 km...
High level of ambition forpublic servicesFocused on single customerdata query.Operational Customer ContactCenter by 01-02-...
"... it lacks a "shell" foraccessing information fromthe back office to the CCC ..."                                  #20
"... a solution capable ofsmart coupling to variouslocal and national datainformation systems ..."                        ...
Citizens and businesses as customerfocus.Build complete 360 customer viewand history.System for the longer term.          ...
customer viewpoint(not questions or cases)                           #23
#24
#25
IT architecture Rijswijk (2008)   unlocking information from backoffice systems based on open standards and open source so...
#27
#28
Implementing SugarCRMas a CCC platform                  #29
✔ Corporate Style✔ Dashboard✔ LDAP Authentication✔ Logging activities✔ Management information✔ Workflows✔ Telephony Integr...
Workflows            #31
Workflows   Via email and web forms            Timeframe triggers                                      #32
#33
TelephonyIntegration              #34
#35
Connecting KPN telephone  exchange with VOIP server and       Ingenius PC client plugin.      Starting and stopping calls ...
#37
Government Data    Coupling     (API’s)             #38
#39
GBA               GBA-VChamber of Commerce        GOP/PDC/VAC           Corsa DMS              QMatic                     ...
Civil Affairs InformationResidents of Rijswijk (GBA)Webservice to broker (DDS)Broker pushes notifications realtime to Suga...
Civil Affairs InformationNon- Residents of Rijswijk (GBA-V)Information request initiated from SugarBased on citizen servic...
Chamber of CommerceConnector for Dutch Chamber of CommerceBuilt by Outdare and available as open sourceRecords in Sugar up...
#44
GOP/PDC/VACMidoffice databasesPersonnel information (expertise + availability)Products and services (website/ticket window...
#46
Corsa DMSWebservice to Document ManagementIndexing all correspondenceSearch from within SugarViewing documents from within...
#48
#49
SOAPY STUFF              #50
Result? flexible and…aopenCustomer ContactCenter Solution basedon   CRM                 #51
Lessons learned                  #52
#53
Biggest challenge is changing themindset of your employees fromyour frontoffice (CCC) andbackoffice.Transferring knowledge...
Take Away            #55
Leapfrog the CRM paradigm andposition SugarCRM as a platformsolutionKnow the government lingo andchange your vocabularyacc...
Questions            #57
More informationOutdare BVwww.outdare.nlinfo@outdare.nlFabrice Mousfabrice.mous@outdare.nl+31 648585162                   ...
Citizen Relationship Management                   with SugarCRM         EMEA Partner Summit 2012               Outdare CRM...
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Citizen relationship management with SugarCRM

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Presentation by Outdare from Netherlands on SugarCRM Partner Summit 2012

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Citizen relationship management with SugarCRM

  1. 1. Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity Group Fabrice Mous fabrice.mous@outdare.nl +31 648585162
  2. 2. IntroductionGovernment policiesChoosing SugarCRMas a CCC platformImplementing SugarCRMas a CCC platformLessons Learned #2
  3. 3. Introduction #3
  4. 4. Managing Director OutdareWorking for Ictivity GroupIT consulting and changemanagement #4
  5. 5. About Outdare #5
  6. 6. Founded April 1998First SugarCRM partner inWest Europe (2004)Highly specialized team ofCRM consultantsExpertise in building integrationswith SugarCRMPart of the Ictivity Groep fororganizational size and expertise #6
  7. 7. SugarCRM as aCCCSolution #7
  8. 8. Customer Contact Center #8
  9. 9. Government policies #9
  10. 10. NY #10
  11. 11. 2005 Dutch government delegation in New York Impressed by city customer contact center CCC reachable and recognizable via phone (311) #11
  12. 12. … realizing accessible, informative,ancillary government services One customer contact center for the Dutch government #12
  13. 13. #13
  14. 14. #14
  15. 15. "… properly handle 80% ofcitizens and business contacts at first contact ..." #15
  16. 16. Choosing SugarCRMas a CCC platform #16
  17. 17. City ofRijswijk #17
  18. 18. situated in Province ofZuid-Hollandon the south side of TheHague and northern outskirtsof Delftwith a surface area of14 km²47.000 inhabitants andabout 40.000 job professionscustomer potential +/- 90.000 #18
  19. 19. High level of ambition forpublic servicesFocused on single customerdata query.Operational Customer ContactCenter by 01-02-2012 based onDutch government initiative“Programma Antwoord ©” #19
  20. 20. "... it lacks a "shell" foraccessing information fromthe back office to the CCC ..." #20
  21. 21. "... a solution capable ofsmart coupling to variouslocal and national datainformation systems ..." #21
  22. 22. Citizens and businesses as customerfocus.Build complete 360 customer viewand history.System for the longer term. #22
  23. 23. customer viewpoint(not questions or cases) #23
  24. 24. #24
  25. 25. #25
  26. 26. IT architecture Rijswijk (2008) unlocking information from backoffice systems based on open standards and open source software #26
  27. 27. #27
  28. 28. #28
  29. 29. Implementing SugarCRMas a CCC platform #29
  30. 30. ✔ Corporate Style✔ Dashboard✔ LDAP Authentication✔ Logging activities✔ Management information✔ Workflows✔ Telephony Integration✔ Government Data Coupling (API’s) #30
  31. 31. Workflows #31
  32. 32. Workflows Via email and web forms Timeframe triggers #32
  33. 33. #33
  34. 34. TelephonyIntegration #34
  35. 35. #35
  36. 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
  37. 37. #37
  38. 38. Government Data Coupling (API’s) #38
  39. 39. #39
  40. 40. GBA GBA-VChamber of Commerce GOP/PDC/VAC Corsa DMS QMatic #40
  41. 41. Civil Affairs InformationResidents of Rijswijk (GBA)Webservice to broker (DDS)Broker pushes notifications realtime to SugarQueue based handling of notifications #41
  42. 42. Civil Affairs InformationNon- Residents of Rijswijk (GBA-V)Information request initiated from SugarBased on citizen service number (BSN)Records in Sugar updated or created #42
  43. 43. Chamber of CommerceConnector for Dutch Chamber of CommerceBuilt by Outdare and available as open sourceRecords in Sugar updated or created #43
  44. 44. #44
  45. 45. GOP/PDC/VACMidoffice databasesPersonnel information (expertise + availability)Products and services (website/ticket window)Frequently Asked Questions (website) #45
  46. 46. #46
  47. 47. Corsa DMSWebservice to Document ManagementIndexing all correspondenceSearch from within SugarViewing documents from within Sugar #47
  48. 48. #48
  49. 49. #49
  50. 50. SOAPY STUFF #50
  51. 51. Result? flexible and…aopenCustomer ContactCenter Solution basedon CRM #51
  52. 52. Lessons learned #52
  53. 53. #53
  54. 54. Biggest challenge is changing themindset of your employees fromyour frontoffice (CCC) andbackoffice.Transferring knowledge andresponsibility from backoffice tofrontoffice (CCC).Don’t get lost in technicaldocumentation and use a directvendor contact. #54
  55. 55. Take Away #55
  56. 56. Leapfrog the CRM paradigm andposition SugarCRM as a platformsolutionKnow the government lingo andchange your vocabularyaccordingly! #56
  57. 57. Questions #57
  58. 58. More informationOutdare BVwww.outdare.nlinfo@outdare.nlFabrice Mousfabrice.mous@outdare.nl+31 648585162 #58
  59. 59. Citizen Relationship Management with SugarCRM EMEA Partner Summit 2012 Outdare CRM | Ictivity Group Fabrice Mous fabrice.mous@outdare.nl +31 648585162
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