Fuel Good 2018: How CRM can Help Deliver a Better Service
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Review a case study of TVO and how they used Microsoft Dynamics CRM as well as other technologies to manage customer service cases in several verticals.
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Fuel Good 2018: How CRM can Help Deliver a Better Service
- 1. MS Dynamics CRM: The Secret Weapon for Service Delivery Marj Cromb
- 2. #FUELGOOD18 YOUR PRESENTER Marj Cromb formerly Manager, Systems Development and Improvement
- 3. #FUELGOOD18 1. Show of hands 2. Blurb about TVO 3. TVO use cases 4. Takeaways from TVO’s experience 5. Service (really, CRM?) AGENDA
- 6. #FUELGOOD18 About TVO • Vision to create a better world through the power of learning • Provides learning opportunities through • Innovative educational products • In-depth current affairs • Ground-breaking documentaries • Award-winning TVOKids resources • Funded by the Province of Ontario as a registered charity supported by sponsors and donors.
- 7. #FUELGOOD18 Why TVO Chose MS Dynamics CRM • Already had MS Dynamics NAV • Looking for a constituent relationship management tool • Multi-year, multi-phase implementation roadmap • Needed a tool to support TVO’s pivot to digital product focus • Already using many point solutions: Sales Force, Word docs, spreadsheets, Outlook, Gmail, rolodexes, contact now, etc.
- 8. #FUELGOOD18 TVO’s Technical Environment • On-prem deployment of MS Dynamics CRM 2013 • ClickDimensions (online marketing tool) • iATS payment gateway • Outlook connector • Portal connector with Sitefinity
- 9. #FUELGOOD18 TVO’s CRM Use Cases
- 10. #FUELGOOD18 TVO’s Use Cases • The Agenda with Steve Paikin • Database of expert guests • Contact records with custom fields and custom entities • CEO’s office contacts • Database of contacts shared across the organization • Contact records with security on some fields • ILC online registration and payment • Gather required information through series of online forms, supports review and approval of course registrations • ClickDimensions forms, Contact records, custom fields and entities, integration with Student Information System
- 11. #FUELGOOD18 TVO’s Use Cases (cont’d) Product Marketing • mPower (TVO’s online K-6 math suite used in classrooms) & TeachOntario (TVO’s “Facebook for Teachers”) teacher email marketing & newsletter production • ClickDimensions toolkit, Contact records with custom fields, Portal Connector to refresh CRM data with new users’ info Product Support • mPower, TeachOntario,viewer questions (email, phone and in-person) • Emails converted to cases, Outlook connector, Knowledge Base articles, escalation of cases where required, dashboards for content managers
- 12. #FUELGOOD18 TVO’s Use Cases (cont’d) • Short Docs Contest Entry Form • Online entry form for Short Docs contest • ClickDimensions form to capture contact information (including click through agreement to rules and regulations) • Contact records with custom fields • Custom entities (including links to actual video files) • Dashboards for contest stakeholders (including judges)
- 14. #FUELGOOD18 Takeways from TVO’s experience • Decreased processing time in every single deployment • Increased visibility for process stakeholders • Small organization with limited budget does a lot with CRM – internal-facing and external-facing • Evolution, not revolution • Any use case involving people if CRM-able • Can get started very quickly to allow your organization to get used to the tool • CRM is a Microsoft product…very familiar to MS Office suite users and NAV users
- 16. #FUELGOOD18 Secret Weapon for Service Delivery • CRM = sales • Money • Sales • Converting leads to customers
- 17. #FUELGOOD18 Service • Human services organizations • Case management • Any organization • Vendor management • Job applicant management • Basic contact management • Board of Directors, Funders • Registered charities • Donor management, funding management (grants application process, etc.) • K-12 • Parent council, parent newsletter, student fee processing
- 18. #FUELGOOD18 Service • MS Dynamics CRM huge resource pool • Add-ons to extend functionality • Data, social listening, online forms, subscription management, integrations, online retail • Cost effective! • Any use case involving people (and don’t they all) is a candidate for using CRM
- 20. #FUELGOOD18 THANK YOU! Marj Cromb mcromb@gmail.com All presentations will be made available after the conference
- 21. #FUELGOOD18 Please take 5 mins to fill out your session evaluations One lucky winner will win an Amazon Echo!
- 22. #FUELGOOD18 www.sparkrock.com @sparkrockinc Nonprofit, Human Services & K12 software to help you serve more people, with less effort, stress & expense.
Editor's Notes
- Have this slide up as people enter the room Note: I refer to the application as “Microsoft Dynamics CRM”, MS has rebranded it MS Dynamics 365
- Formerly???!!! Left TVO at the end of December Worked all over the organization before landing in IT. I have been in your shoes – work to be done but no good tool!
- Goal is to get you excited about CRM and thinking about how you can use CRM in your organization – hoping that TVO’ experience will provide some insights/learnings
- Who has heard of MS Dynamics CRM? Who uses CRM now? Who is considering using CRM?
- Provincial agency, procurement, oversight, security conscious! Provinces’ largest high school Registered charity Creator of digital learning products used in classrooms As the technological extension of Ontario’s public education system, TVO’s vision is to create a better world through the power of learning. TVO provides learning opportunities for Ontarians through innovative educational products, in-depth current affairs, ground-breaking documentaries, and award-winning TVOKids resources both inside and outside the classroom. TVO is funded primarily by the Province of Ontario and is a registered charity supported by sponsors and thousands of donors.
- Donor management Product marketing Product support Government relations TV Program guest management Event production Contest management General contact management
- Steve Paikin and CEO – very standard CRM stuff, fancy rolodex, allows you to keep notes, form relationships Steve Paikin – data mining to spot patterns of guest over- or under-use
- very standard CRM conversion path, leads, stewardship, conversion to user. Market new releases, new features. Contests, “refer-a-friend” Product support – very standard case management, only differerence for human services orgs would be the field names
- very standard CRM conversion path, leads, stewardship, conversion to user. Market new releases, new features. Contests, “refer-a-friend” Product support – very standard case management, only differerence for human services orgs would be the field names
- Easy transition to using this tool Super flexible…anything starting with people can be suported by CRM
- This is what we all think of when we hear the letters C-R-M People management Case management Data that is easy to access
- go online, check it out! Microsoft pricing!!
- Have this helped move the needle for any of you? Are any of you considering CRM now that you’ve heard about another like-minded organization’s use cases for CRM?
- Have this slide up as people exit the room.