ACT 2014 Customer Relationship Management for Outreach Teams
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This document discusses using a Customer Relationship Management (CRM) system for outreach teams. It outlines the key features and benefits of an outreach CRM, including ease of access to centralized information, data analytics and reporting capabilities, and tools to track goals and measure outcomes. The presentation provides examples of how a CRM can help teams manage accounts, contacts, programs, surveys and other data in one place. It suggests a CRM could help teams work more efficiently by reducing time spent on manual data entry, report preparation and spreadsheet maintenance. Analytics from a CRM may also help target outreach efforts and measure impacts like single occupancy vehicle reduction.
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ACT 2014 Customer Relationship Management for Outreach Teams
- 1. Customer Relationship Management (CRM) For Outreach Teams Presented By: Steve Wheeler Co-Founder CelWell OneCommute CRM for Outreach Teams Commuters Ride Matching Trip Logging Vanpools Program Management Outreach CRM Surveys TimeTracking Transit Passes Carpool Management Application Management Shuttles GHG Dashboards Company CO2 Savings Commuter Community
- 2. Why CRM for Outreach Management? Ease of Access to Information Centralize/Organize Outreach Data Reporting/Data Analytics Awards Areas to Target Your Efforts Gamification Data Security System of Record
- 3. Accounts/Contacts RideMatching Trip Logging Networks Vanpool Trip Planning Login Contacts/Profile UserID Chatter/SocialCommunity Trip Planning Guaranteed Ride Home SchoolPool Program Commuter Employer FirewalltoSANDAGInfo Lead Management Campaign Management Marketing Social Marketing Bike Lockers Gamification Events Incentives Communication Surveys Goals&Measurements Reporting&Analytics Dashboards&Analysis CRM for Outreach
- 4. CRM for Outreach Accounts Contacts Programs Mode Counts Goals & Measurement Meetings & Activities Outreach Plan Lead Management Campaign Management Vehicle Miles Reduced / Single Occupancy Vehicles Product Offering/Program/ Mode Counts Employer Benefits Social Content Management Vanpool Master Surveys Vanpool Monthly Summary
- 5. Cloud Social Mobile Multi-Tenant Infrastructure Field Users Office Users Executive Data/Reporting/Business Intelligence Native Tools Any Device Security Connected Apps Connected Employees Connected Government Connected Commuters Connected Employers FISMA Compliance ISO 27001 SAS 70 Type II Community/Network Workflow BI & Reporting
- 6. Demo – Outreach CRM • Accounts • Contacts • Contact Affiliations • Meetings • Program Overviews • Mode Counts • Dashboards • Social Outreach Teams
- 9. Account Information – TMA details
- 10. Contact Information with Social Media Connection(s)
- 11. Contact Affiliations (Tracking Former Employers or Multiple Location Management)
- 12. Track Meetings, Events, Tasks & Central Calendars
- 13. Track Results, Time Entry & Outlook Integration
- 15. Collecting Information on Employers
- 18. Mode Counts by Program Offering
- 19. Messaging, Files, Marketing, Groups and More
- 21. Mapping Employers, Station Locations, Transit Routes and More
- 22. Social
- 23. Over 100 Standard Reports and Dashboards
- 25. Vehicle Miles Reduced Dashboard
- 27. Demo – Benefits for Employers • Employer Services • Program Plan Actuals • Employer Assessments • Campaigns • Surveys Marketing Employers
- 28. Product Offerings for Employers
- 30. Tracking Campaigns and Number of Participants
- 31. Employer Services Captured with Gamification
- 32. Measuring the Award Levels of the Employer
- 36. Commuter Surveys
- 37. Customize the look feel questions the way you want it
- 38. With built in analytics for Transportation Management data
- 39. What is the Value of Data? Effort/Input Value Spreadsheets Accounts / Contacts Meetings & Events Programs/ Mode Counts/Other Reports Dashboards & Analytics Services & Benefits Outreach Plans Awards / Gamification Surveys Marketing/Social Commuter Programs
- 40. Customer Relationship ROI for Outreach Teams Source: Salesforce.com Customer Relationship Survey conducted October-November 2010, by an independent third- party, MarketTools Inc., on 6,000+ customers randomly selected. Response sizes per question vary. Let’s Extrapolate on this Efficiency
- 41. Phenomenal Success with Collaboration Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted by an independent third-party MarketTools Inc. on 6,000+ customers randomly selected, representing organizations across the globe, of all sizes and from a diverse set of industries. Response sizes per question vary. Data is intended as a guideline based upon historical results from a sample set of customers. Results are dependent upon many different factors that are customer-specific. Therefore, actual results will vary. Let’s Extrapolate on this Efficiency
- 42. Areas of Improvement Reduction Notes Contact Data Kept in outlook at best. Some contact info in platinum report Account Data Notes and documents everywhere. Any turn over and most of the time history was not able to be recovered. Employer Reports Significant savings especially with the all of the spreadsheets. Updating and keeping managed becomes a full time job CTE Monthly Report Each person needed to input numbers from their outlook calendar. With very little detail Pass the spreadsheet Not only did the spreadsheet need to be the latest version but all had to pass around on a monthly basis to enter his/her numbers Spreadsheet Maintenance Full/Part time job for CTE, Part time job for TMA and Part Time job for ARC Central Calendar Have visibility into all events across the board Account Reviews Have the ability to review all employers/property managers and where we are making a difference with all the activities we have been doing with the account. Standardized Calculations Several corrections were made in the spreadsheets with calculations, collection of data and review of information collected at the employer/property manager location. Updated, corrected and deployed as accurate data known. Central Reporting Near impossible to report from all and check for errors.
- 43. ROI for CRM & Collaboration System Return on Efficiency Without CRM System (Hours) With CRM System (Hours) ROI Efficiency ROI Turnover / Other Annual Return Annual Return Total Notes Outreach & Management Data Management 845 507 40% 50 $9,700 $242,500 Reduction in managing multiple spreadsheets, Outlook files, Calendars and Access to infromation Reporting 832 624 25% 40 $11,625 $93,000 Reduction in collecting data from outreach teams an plugging into spreadsheets Outreach Support Spreadsheet Maintenance 1040 40 $20,250 $40,500Reduction of CTE maintenance and each TMA Supplemental Support 156 14 $6,375 $6,375Reduction of IT and other support Annual Savings $382,375 Number of Hours Gained Potentially Translates Into Reduction in SOV Outreach 8,450 989 Outreach Director 1,664 195 Total1,184 Less SOV on the road per year What if you could spend more hours with employers and commuters and less time with spreadsheets and reports? Can we assume 3 new employers at 20% reduction with an average of 365 (Actual ARC average) commuters per employer
- 44. Additional Factors Other Factors Without With CRM System CRM System Analytics Near impossible Can now start tracking analytics on: Surveys Responded to Single Occupancy Vehicle Reduction Employer Participation Hours Spent In Front of Employers/Commuters Workflow Not Capable Send notifications on activities and when thresholds are hit Security Low Secure Data, Some Secure Employer Information not at Federal Security Standards. ISO 27001 TMA Accountability Limited information Able to perform full account reviews with all accounts, goals, targets and measurements. Can be reviewed on line with TMA's if needed. Employer Activity Limited information Can perform an ROI analysis (once hours tracking is turned on) for time spend with employers. Could evaluate which gives you more bang for the money spent.
- 45. Questions and Answers Steve Wheeler Senior Partner steve.wheeler@celwell.com (770) 639-4685 www.onecommute.com www.Appexchange.com CelWell Mike T. Williams Director of Employer Services mwilliams@cleanaircampaign.org 678-244-7708 www.cleanaircampaign.org Goldin Doles Marketing Analyst Goldin.Doles@sandag.com (619) 699-4814 www.SANDAG.com