The document discusses plans to implement a new customer relationship management (CRM) system to address issues with a lack of data sharing and integration across departments. It analyzed proposals from vendors and selected Salesforce and Siriusware as their new CRM and ticketing systems. The implementation process will involve discovery, configuration, data migration, and training departments on the new systems with the goal of providing a comprehensive view of customers to improve operations and increase sales and donations.

1. Neda Asgharzadeh
Assistant Director of Group & Tourism Sales
Joe Roybal
Assistant Director of Data Services

2.  Lack of comprehensive and cohesive data
 Minimal information sharing
 Duplication of effort
 Too many manual processes
 Incongruent processes, expectations
 Lack of global view of operation

3. CRM
Reporting
Ticketing
Finance
Retail
Events
Cafe
Phone
System
Marketing

4.  Comprehensive view of members and visitors
 Integration of information
 More cooperative engagement between
departments
 Resource for statistics, reports and customer
profiles
 More accurate financial forecasting
 Prospecting and sales tools
 Increased sales and donations

5.  Created detailed RFP (Request for Proposal);
9 lots, 156 pages
 Received 15 proposals
 Narrowed our choices to the top 4
 Invited top 4 vendors in for
demos/presentations
 Selected Salesforce/Siriusware based on
cross-departmental input and feedback

6.  Most future proof solution presented
 Open API, presenting multiple system
integration possibilities
 Diverse and growing universe of apps
 Strong analytics and reporting
(Why Siriusware? It met most requirements and,
frankly, because it came along with Salesforce
in a combined proposal.)

7.  Salesforce CRM
CRM of record for institution, combining and
integrating multiple separate data sources
◦ Marketing Cloud, digital marketing platform
 Exact Target, email marketing
◦ Service Cloud, customer support and tracking
◦ Community Cloud, online collaboration platform
◦ DocuSign, document/contract management

8.  Siriusware Ticketing
◦ Admission tickets, including time entry
◦ Memberships
◦ Audio Tours
◦ Lectures and Events
◦ Coupons, Packages & Discounts
◦ Vouchers & Other Payment Methods
◦ Dynamic Pricing
◦ Automated invoicing

9.  Discovery
◦ Policies and procedures
 Sprints
◦ Working groups
 Configuration
 Data Migration
 Testing
◦ Re-Testing
 Training
 Launch
 Clean-Up

10.  Setting clear and realistic expectations
 Achieving consensus on policies and
processes
 Take your time!
◦ Make informed decisions
 Understand why you do what you do
◦ Internal discovery is important