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CRM presentation march 09, 2010


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CRM presentation march 09, 2010

  2. 2. <ul><li>OBJECTIVES OF THE PROJECT </li></ul><ul><li>Objectives are based on the input and suggestions taken from JAS department for implementation of CRM software. </li></ul><ul><li>Software application must ensure that the users have instant access to the relevant and up-to-date information. </li></ul><ul><li>Software application should also provide a menu-driven interface to manage, analyze, and generate report from data. </li></ul><ul><li>CRM Software should be a tool to ease follow up of customers from different aspects of our business related activities and provides access to users to store / view data and use extracted reporting templates to fulfill their needs. </li></ul><ul><li>A point-and-click interface guides the users through every task involving accessing, managing, analyzing, and presenting data. </li></ul><ul><li>The software must be offering a wide range of business reporting tools, providing a choice of styles for dynamic display and interactive analysis. </li></ul><ul><li>The software should include a multidimensional data viewer and a variety of reporting formats. </li></ul><ul><li>Interactive, user-friendly interfaces combined with comprehensive functionality in the software, providing access to the users for effective decision making. </li></ul>
  3. 3. PURPOSE OF CRM FOR JAS Business Creation Business Realization Business Follow up Identify Farmer Prospects Farmer Reports Acceptability Level NICL HEIS
  4. 4. PURPOSE OF CRM FOR JAS <ul><li>The Purpose of CRM is that HEIS and NICL will work into a loop to enhance the business growth for JAS. </li></ul><ul><li>The NICL team will follow up HEIS Customer so that they deliver additional services among the customer list of HEIS. </li></ul><ul><li>CRM will be a marketing tool to increase the knowledge about individual customer. </li></ul><ul><li>CRM will be covering activities performed by HEIS as well as Visiting reports maintained by NICL while visiting a particular farm to keep updated information about farm and customer satisfaction. </li></ul><ul><li>CRM should be able to generate extracted reports based onto the data available in the database. </li></ul><ul><li>CRM should be accessible to regional locations of NICL / HEIS. </li></ul><ul><li>CRM should be efficient enough to understand who are the customers and what are their needs? </li></ul>“ All Information About The Individual Customer Should Be Available To HEIS, NICL and Marketing Department” <ul><li>CRM should be a cost efficient Marketing Tool. </li></ul><ul><li>CRM should support JAS marketing team to understand their customer and their needs? </li></ul>
  5. 5. Work Flow of JAS Business Processes
  6. 6. Overall Work Flow Farm Visits For Potential Farmers FSQ Soil/ water report Design Engineer Selective farms Design Proposal To verify the design Farmer Reject/ ask for modifications in the design Govt issues a WO Accept the Design After Verification of material dispatch Installation of system (FSE) Commissioning / Delivery of Farmer book and Log Book FSE Agronomist HODD signs the document Govt Verifies the similarity of designed and implemented system FSE test the system for accuracy <ul><li>Visit </li></ul><ul><li>Training </li></ul><ul><li>Farm management </li></ul><ul><li>Recommend crop for cultivation </li></ul><ul><li>Maintain and update visit report </li></ul><ul><li>Maintain and update system report </li></ul><ul><li>Ask farmer to maintain a logbook for future reference </li></ul>After Finalizing financial issues (Invoices/ Payments) NICL Staff Visit the Farm and maintain a visit Report
  7. 7. Form Templates used by JAS Farm Visits for Potential Farmers Farm Survey Questionnaire (FSQ) Soil and Water Report Design Proposal Commissioning Form + Farmer Book Agronomist Visit Report NICL Staff Periodic Visit Report Agronomist Follow up Visit and system Report Agronomist Prospect Visit Report
  8. 8. Flow of Form Templates used by JAS Farm Visits for Potential Farmers Farm Survey Questionnaire (FSQ) Soil and Water Report Design Proposal Commissioning Form + Farmer Book Agronomist Visit (Prospect / Follow Up) & system Report NICL Visit Report
  9. 9. Work Flow - FSQ Farm Visits for Potential Farmer Select Multiple potential Farms Prepare FSQs of Selected Farms These FSQs are sent to Design Department Design Department prepares designs for all farms based on the information provided in the FSQs Then designs are sent to farmer for checking and verification purpose according to the needs Proposals are prepared for that particular project If Approved If FSQ has been prepared for 30 farms then approximately 30% from the total will go for Installation phase If 100 farms have been Visited then approximately 30 will go for FSQ process If modifications are desirable Proposals are sent to Farmer for approval Designs are sent to Consultant for Approval Installation Process is started after Receiving WO & first installment of payment
  10. 10. Work Flow - Commissioning After installation of the project Commissioning process starts to verify the performance of the system including training of farmer and delivery of farmer book Commissioning template is filled by Agronomist 5 to 10 % variations are allowed in the designed and actual performance of the system Commissioning template is sent to Design Department HODD signs the template after reviewing and checking all information provided in the form. System’s accuracy and functionality are checked and verified by FSE Logbook is maintained for analysis purpose of system performance after some period of time After receiving Consultant Verification report
  11. 11. Work Flow – Agronomist Visit Agronomist visits the farm Train the Farmer on the practical use Recommendation for crop under cultivation Check the performance level of system, check logbook maintained by farmer and coach him on book usage for future reference Farm – information Management Maintain and update Prospect visit report Maintain and update Follow up visit and system report
  12. 12. Things to Remember….. <ul><li>Design department will prepare the design for all received FSQs. </li></ul><ul><li>All designs and FSQ will be stored in the CRM. </li></ul><ul><li>All FSQs will be useful for NICL to know about the individual customer, to visit the farm and to understand farmer acceptability level . </li></ul><ul><li>A separate form template will be used by NICL which will contain all the information about the visit to a particular farm. And this form information will be available in CRM for future referencing. </li></ul><ul><li>Agronomist will be maintaining two separate reports one is for follow up and one is for prospect customer. </li></ul><ul><li>Agronomist will fill the form and then it will be uploaded to CRM. </li></ul><ul><li>Each farm whose FSQ is being entered into CRM should be visited by NICL and all visiting information should be stored in CRM by using a specific form template. </li></ul>
  13. 13. Designed Sample Extracted Report Templates
  14. 24. Sample Outlook Of CRM for JAFFER AGRO SERVICES
  15. 25. CRM for JAS <ul><ul><li>Main Menu </li></ul></ul><ul><ul><ul><li>Input Program </li></ul></ul></ul><ul><ul><ul><li>Extracted Reports </li></ul></ul></ul><ul><ul><ul><li>Complaints Handling System </li></ul></ul></ul><ul><ul><ul><li>Query </li></ul></ul></ul><ul><ul><ul><li>Utilities </li></ul></ul></ul><ul><ul><ul><li>Help </li></ul></ul></ul>
  16. 26. CRM for JAS <ul><ul><li>Input program </li></ul></ul><ul><ul><ul><li>FSQ Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Water Sample Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Soil Sample Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Commissioning Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Agronomist Follow up / Prospect Visit Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>System Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>NICL Staff Visit Report </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Other Staff Visit Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Customer Complaint Record </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Add /Edit / Save / Delete </li></ul></ul></ul></ul></ul>Note: Edit and Delete Options will be available to authorized person only.
  17. 27. CRM for JAS Main Menu Input Program Extracted Reports Complaint Handling Query Utilities Help FSQ Soil Sample Water Sample Commissioning Visit (Agronomist) Visit (NICL Staff) System Status Customer Complaint Project Status Agronomical Hardware Performance Single Call Status Monthly/ Weekly Complaint Status View Complete Record Book Search a Record Print Export Data View Profile Graphical view Of Data Print Backup Restore Rebuild Help Contents Search About Software Calculator Calendar Diary Visit (other Staff) NICL Visit Report
  18. 28. CRM for JAS <ul><ul><li>Extracted Reports </li></ul></ul><ul><ul><ul><li>Project Status Report </li></ul></ul></ul><ul><ul><ul><li>Agronomical Report </li></ul></ul></ul><ul><ul><ul><li>Hardware Report </li></ul></ul></ul><ul><ul><ul><li>HEIS Performance Reports </li></ul></ul></ul><ul><ul><ul><li>NICL Visit Reports </li></ul></ul></ul>
  19. 29. CRM for JAS <ul><ul><li>Project Status Report </li></ul></ul><ul><ul><ul><li>Month / Year Wise Project Status Analysis </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Under Design </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Under Farmer Consent </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Pending with Consultant Validation </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Pending with department </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Projects in Hand </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Under Installation </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Installed </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Commissioned </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Verified by Consultants </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  20. 30. CRM for JAS <ul><ul><li>Agronomical Report </li></ul></ul><ul><ul><ul><li>Potential Growers of Region </li></ul></ul></ul><ul><ul><ul><li>Agronomist / Other Staff Periodic Visit Report </li></ul></ul></ul><ul><ul><ul><li>Analytical Reports Based on Acres / Value and No of Projects </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  21. 31. CRM for JAS <ul><ul><li>Hardware Report </li></ul></ul><ul><ul><ul><li>FSQ Report </li></ul></ul></ul><ul><ul><ul><li>Soil Report </li></ul></ul></ul><ul><ul><ul><li>Water Report </li></ul></ul></ul><ul><ul><ul><li>Commissioning Report </li></ul></ul></ul><ul><ul><ul><li>System Report by Agronomist </li></ul></ul></ul><ul><ul><ul><li>System Maintenance Report by FSE </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  22. 32. CRM for JAS <ul><ul><li>HEIS Performance Report </li></ul></ul><ul><ul><ul><li>No of Projects Based HEIS Performance Report </li></ul></ul></ul><ul><ul><ul><li>Agronomist Performance Report Based on WO approval against FSQ Submitted </li></ul></ul></ul><ul><ul><ul><li>FSE Performance Report Based on Projects Installed </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  23. 33. CRM for JAS <ul><ul><li>NICL Visit Report </li></ul></ul><ul><ul><ul><li>Visit Report for Individual farmer </li></ul></ul></ul><ul><ul><ul><li>Report for periodic Visit. </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  24. 34. CRM for JAS Extracted Reports Project Status Report Agronomical Report Hardware Report Performance Report Year/Month wise project Status Analysis Under Design Under Farmer Consent Pending with Consultant for validation Pending with Department Projects in hand Under Installation Installed Commissioned Verified by Consultant Print Potential Growers Of region Agronomist / Other Staff Periodic Visits Analytical Reports based on Acres/Value and No. of Projects Print FSQ Report Soil Report Water Report Commissioning Report System Report by Agronomist System Maintenance Report by FSE Print No. of Projects based HEIS Performance Report Agronomist Performance Report Based on WO Approval against FSQ Submitted FSE Performance Report Based on Projects Installed Print NICL Visit Report NICL Staff Visits Report For Individual Farmer NICL Staff Report for Periodic visit
  25. 35. CRM for JAS <ul><ul><li>Complaints Handling System </li></ul></ul><ul><ul><ul><li>Single Call Status </li></ul></ul></ul><ul><ul><ul><li>Monthly / Weekly Complaints Status Report based on: </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Pending </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Resolved </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Product Wise </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Farm Wise </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Resolution Time </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Complaint Category </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li> * Repairing </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li> * Replacement </li></ul></ul></ul></ul></ul><ul><ul><ul><li>View Complete Record book </li></ul></ul></ul><ul><ul><ul><li>Search a Particular Record </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  26. 36. CRM for JAS Complaints handling System Single Call Status Monthly / Weekly Complaint Status Pending Resoled Product Wise Farm Wise Resolution Time Complaint Category Repairing Replacement View Complete Record Book Search a record Print
  27. 37. CRM for JAS <ul><ul><li>Query </li></ul></ul><ul><ul><ul><li>Export Data to MS-Excel </li></ul></ul></ul><ul><ul><ul><li>View </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Customer Profile </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Customer Complaints </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Agronomist Profile </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>FSE Profile </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Location wise distribution list of </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>* Region </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>* Tehsil </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Graphical representation of Data </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul>
  28. 38. CRM for JAS Query Export Data to MS-Excel View Customer Profile Agronomist Profile FSE Profile Customer Complaints Location Wise Distribution List Tehsil Region Graphical Representation Of Data Print
  29. 39. CRM for JAS <ul><ul><li>Utilities </li></ul></ul><ul><ul><ul><li>Backup </li></ul></ul></ul><ul><ul><ul><li>Restore </li></ul></ul></ul><ul><ul><ul><li>Rebuild </li></ul></ul></ul><ul><ul><li>Help </li></ul></ul><ul><ul><ul><li>Help Contents </li></ul></ul></ul><ul><ul><ul><li>Search on help </li></ul></ul></ul><ul><ul><ul><li>About this software </li></ul></ul></ul><ul><ul><ul><li>Calculator </li></ul></ul></ul><ul><ul><ul><li>Calendar </li></ul></ul></ul><ul><ul><ul><li>Diary </li></ul></ul></ul>
  30. 40. FINDINGS
  31. 41. Meetings Organized For CRM Implementation Date of Meeting Meeting With Purpose of Meeting Outcome of Meeting December 07, 2009 Nauman Fida Haroon Rasheed Shakeel Ahmed To evaluate requirements for CRM Implementation at JAS. S.No. 01 Understanding of the work flow of HEIS Business Processes 02 December 08, 2009 Abdul Sami To show the process model of by explaining the requirements from CRM for HEIS processes. Design a process flow model for HEIS only and collect form templates. Evaluate the market for a readymade software. 03 December 10, 2009 Shakeel Ahmed To show the process flow model and sample sketch of reporting template Update the Process Flow Model and modify the report required from System. 04 December 19, 2009 Saleem Ullah To show sample reports required from the system. Additional Reports suggested by SUM. 05 To Brief the reports suggested by SUM and sample outlook designed. Finalize the list of reports required from system and create tables for input program. 06 07 08 January 27, 2010 Abdul Sami Nauman Fida MC Members To Explain overall progress of this project. To Explain the activities, objectives, outcome and scope of the CRM project Summarize the findings and activities performed in the project. January 06, 2010 December 14, 2009 Abdul Sami To show the revised Process Flow Model and report required from System. Readymade software available in the market. Finalize the Process Flow Model according to the logical sequence of form templates and collect desired reports required from System. And the structure of DB will be RDBMS. January 20, 2010 CRM should cover NICL and HEIS into the loop and it should be a cost efficient marketing tool.
  32. 42. OUTCOME OF THE MEETINGS <ul><li>CRM should be a marketing tool which should cater detailed information about the customer for improving the interaction of company with customers for sales prospect and for providing technical support and services recommending effective solution to farmers on daily basis based on the current condition of crop for the usage of fertilizer and pesticides. </li></ul><ul><li>The database structure for HEIS will be RDBMS because it is interrelating different processes, with a user interface having a server at backend for data storage and retrieval that will keep all the desired information for generating a complete report. </li></ul><ul><li>A Customized software is desirable that will be facilitating the information available in the provided forms only and all reports will be generated based on the available information. </li></ul><ul><li>Extracted reporting templates shown in this presentation are designed based on the available form templates and the input taken from the HEIS-team. </li></ul><ul><li>The Sample layout of the required CRM software is designed to have an idea about the outlook of the desired software application. </li></ul><ul><li>All the information and requirement analysis are based on our meetings with HEIS team and will further be evaluated and finalized based on the suggestions and feedback of MC members. </li></ul>
  33. 43. CRM Project Phases Initialization of Project Problem Analysis Data Collection Requirement Analysis Scope Analysis System Designing Programming Implementation Training Phases that are left Phases that have been accomplished
  34. 44. CRM Project Milestones Milestones Initialization Date Completion Date Project Initialization December 07, 2009 Problem Analysis December 07, 2009 December 09, 2009 Data Collection Requirement Analysis Scope Analysis December 10, 2009 December 12, 2009 January 01, 2010 Initialization date is subject to the quotation received from proposed software house. Completion date Is subject to the quotation received from proposed software house. December 11, 2009 December 31, 2009 January 22, 2010 System Designing Programming Implementation Training
  35. 45. S ummary <ul><li>SCOPE OF THE PROJECT </li></ul><ul><li>Outcome of the Software Application </li></ul><ul><li>CRM Software should be able to manage customer associations in an automotive way and the HEIS related data will be viewed from different perspectives. </li></ul><ul><li>Timeline for Designing and Implementation Phases </li></ul><ul><li>Timeline will be according to the quotation received from proposed software house. </li></ul><ul><li>Cost of the Software Application </li></ul><ul><li>Costing is subject to the quotation received from proposed software house. </li></ul><ul><li>Limitations of the Software Application </li></ul><ul><li>The software application will only be able to handle the data related to HEIS, NICL and Marketing departments only. Data relevant to other departments will not be accessible from the software. </li></ul><ul><li>Goal of the Software Application </li></ul><ul><li>CRM Software should be a tool easing follow up of customers from different aspects of our business related activities in which data can be stored , information can be viewed and reports can easily be generated. </li></ul>
  36. 46. Thank You