Use Dynamics CRM (Xrm) to create a single reporting system for everyone's needs.

1. A One-Stop Shop For Extension Reporting
Wende Nossaman, Microsoft
Jennifer Levy, Coe Solutions
Sarah Johnston, LSU AgCenter

2. The Brain: Are you pondering
what I’m pondering?
Pinky: Well, I think so, Brain, but I
can't memorize a whole opera in
Yiddish

5. MS CRM Other Universities Sage
⁺ Super-flexible ⁺ Extension Reporting- ⁺ Large market share
⁺ Microsoft Oriented ⁺ Non-profit solutions
Technology ⁺ Potential for Partnership
⁺ Hooks into Outlook
₋ Expensive ₋ Different Platforms ₋ Expensive
₋ Sales-Oriented ₋ Still required significant ₋ Sales-Oriented
₋ Steep Learning Curve customization ₋ Steep Learning Curve
₋ No purchase/support ₋ Not very flexible
model

6. Educational
Incentives
Microsoft
Educational
Division
Business
Knowledge Dynamics
CRM
LSU Coe
AgCenter Solutions
Technical
Expertise

7. Pinky: Gee, Brain, what do you
want to do tonight?
Brain: The same thing we do
every night, Pinky - try to take
over the world!

8.  Replace ineffective PARS system
 Collect data necessary for NIFA reports
 Combine multiple systems for single point
of entry
 Begin to collect client data (no requirement
yet)

9.  Enter Coe Solutions
◦ Data diagram and flow
◦ Design recommendations
◦ Process/Coding recommendations
 Organizational Development & Evaluation
◦ Communications Plan
◦ Identification of Beta Groups/Phases
 Information Technology
◦ Upgrade expected users to Office 2010 well in advance

10. The Brain: Moo. We are a cow.
Take us to China.

11. Started with CRM 2011Beta
 Documentation still being developed
 SDK Tools very minimal
Technologies:
 XRMScript
 Jquery
 C#
 CRM API

12.  Start Easy: Planning
◦ XRMScript & CRM API

13.  Get Difficult Fast: Reporting
◦ XRMScript
◦ CRM API
◦ JQuery
◦ C# Plug-ins

14.  Allow for grouped reporting
• Less data entry
• More flexibility
• More opportunity
for confusion and
not-quite-right
data

15.  Whoops, we missed workflow!
 Short Schedule (about 8 months)
 Stick to what’s most familiar
 Put off everything that is not critical for
training
 After training, add in those pieces
 Spend some time with the updated SDK
 Rework some functionality

16.  Outlook calendar training one year before
◦ Push faculty in the direction of electronic records
◦ Encourage more detailed record keeping/schedule
making, prep for more detailed reporting
◦ Familiarize faculty with Outlook interface
 Onsite day-long hands on training
◦ Morning Session: Planning
◦ Afternoon Session: Reporting
◦ Not quite enough time, and too much info in one
day

17.  Hands-on training via Live Meeting
 Virtual Office Hours
◦ Answer any questions
◦ Help with specific scenarios
◦ Get feedback
 Training Articles
◦ Always available
◦ Many people don’t use them, BUT
◦ Article text can be embedded in an email with a few
button clicks

18. Pinky: Egad. You astound me,
Brain.
The Brain: That's a simple
task, Pinky.

19. • Beta testing with focus groups
• Faculty exposure
• Opportunities for faculty
feedback & buy-in
• One main form that handles both minimal and
extreme detail
• Integration with Annual Evaluation
• Lots of positive feedback, in spite of increased
detail
• On-Demand, Real-Time Reporting

20. Things we didn’t do so well:
• Supervisory Access problems
• Rushed 4-H Enrollment
• Not enough scenario-based or video training
• Still no calendar integration
• Flexibility in reporting requires clear
understanding by agents for correct numbers
• Design decisions that would have been
different, with more experience (Workflow!!)

21. REALLY, REALLY IMPORTANT
Contributing Factors:
• Administrative, TOP-DOWN support
• Team players who THOROUGHLY understood
• Reporting Requirements
• Agent Working Habits
• Existing Application Requirements
• Communication to agents early and often

22. The Brain: Quiet Pinky, I'm getting
ready for tomorrow night.
Pinky: Why? What are we going to do
tomorrow night?
The Brain: [Irritated] Guess!
Pinky: Oh, try to take over the world,
right.

23.  Event Registration
 4-H Self-Enrollment
 Volunteer Hours Reporting (i.e. Master
Gardeners)
 Impact Reporting, tied to metric
 Public-facing reports tying it all together

24.  Microsoft Educational Sales Team
◦ Invested in your success both before and after sale
◦ Proof of concept
 Microsoft Partners like Coe Solutions
◦ Get a strong start
◦ Check for Incentives

25. Microsoft
Wende Nossaman –
wendeno@microsoft.com
Coe Solutions
Jennifer Levy –
jennifer@coesolutions.com
LSU AgCenter
Sarah Johnston –
sjohnston@agcenter.lsu.edu