Producing value with crm
Steve Spurlock
Vice President, General Manager
Program Productions
@ProgramProd #SugarCon
Program Productions and Sugar
3
• Live sports and entertainment production
company produces 3,000+ events per year.
• Cust...
Why did we need CRM?
• To improve workflow process and project
management
• To raise level of data integrity in environmen...
i CRM TO…
“…maintain my sanity.”
Implementation
Intelligent utility that
streamlines processes,
reduces errors and contains costs
6
Implementation
• ProCrewz does the heavy lifting:
– Estimating production expenses
– Event staffing
– Freelance hiring
– T...
Module Customization
• Rate Card: set contracted rates and benefits for freelancers in each city
• Invoicing: pull labor d...
Portals
• Freelancer: Access to documents related to the
job, including crew lists, crew contacts, sign-in/-
out sheets an...
Impact
Steve Spurlock, VP of Live Events
•Increased Productivity:
“If it takes four hours to crew a job, instead of the si...
Impact
Kelli Dora, National Crew Coordinator
• Improved agility – When Minutes Matter
Technical director was a no-show for...
Moving forward with CRM
• Social Media: Jobs board via portal that allows
freelancers to see future jobs, and post their l...
Ideas to Produce Results
• Develop intelligence
– Automate where possible
– Centralize information access
• Leverage porta...
THANK YOU
@ProgramProd #SugarCon
Producing Value With CRM: How i CRM Spotlight - Program Productions
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Producing Value With CRM: How i CRM Spotlight - Program Productions

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Think your workday is crazy? Try running more than 3,000 live sports and entertainment events a year. VP of Live Events Steve Spurlock shares how applying SMS and portal access – along with social media vision – to daily administration, expenses, crew assignments, and vendor management allows his successful event production company to manage more than 10,000 freelancers in creating seamless broadcasts of live sports and concerts.

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  • Introductory slide. It will be up as you are introduced.
  • Share a bit of company history, drawing on your background as a longtime employee. Highlight the growth from small company doing Chicago events to national work.
    – Company History
    Over a quarter century
    Founded in 1982 by Robert J Carzoli
    Handle Chicago Events mainly supporting the convention services area
    When I started 1999-2003 Freelance 2003 Fulltime
    4 million dollar a year with about 400 employees in Chicago – Wolves, High School Highlight Show, Convention Services work…
    Took over by son Robert E Carzoli – background in staffing
    Vision of growing staffing to a national level
    Grew to now around 30 million and still growing with over 7000 employees in the database, over 4600 sent W2’s last year
    HDNet now AXS.TV Mark Cuban gave us a chance nationally
    MTVG
    Fox Regionals
    Fox National
    Keep adding on…
    Other networks
    Truck Providers
    Production Companies
    Founded: 1982
    Office: Lombard, IL
    Staffs about 3,000 live events nationwide per year
    Manages technical freelance staff of about 10,000
  • Life before Sugar
    Excel spreadsheets and Outlook Calendars
    Multiple Tabs
    No single location for all of the data
    Storing workbooks
    Finding information on previous jobs
    Compiling payroll information
    Double entries of invoices (Spreadsheets and Quickbooks)
    No data integrity
    Formulas
    Mis-entered info
    Employee names and ID’s
    Larger Jobs and Multiple Event Days
    Culture of Crewing with Locals
    Changing the culture of Crewing to National
    Needed a system that would streamline so not to have to double staff
    Idea of creating a database
    False Start
    Importance of a good partner – Highland Solutions
    Storyboarding
    Use of Sugar as a platform to build off of
    Modules
    Talk briefly here about what life was like before Sugar - working out of Outlook and a spreadsheet with 15 tabs.
    Now using Sugar for administration, expenses, crew assignments, and vendor management through a portal.
    This is a good time to thank your partner: “We talked with Highland, and they came back and presented to us. They story-boarded everything and did all the what-ifs. It seemed as if there was no point in looking beyond Sugar when Sugar and Highland gave us everything we needed.”
  • – Why did we need a CRM
    Improve workflow process
    Staff needs
    Reduce time
    One time entry of data
    Data Integrity
    Better Reporting
    Easy to find job history/data
    Help with compliance
    Overtime/40 hour work week
    ACA
    OSHA Reporting
    HR
    Other government agencies needing data
    States
    Federal
    Multiple Union Reports
    Benefits
    Pay
    Rules
    Non – Union
    Own set of rules just not enforced by contract
    Rate variances
    Employess may work multiple jobs in one week which every job has a different rate, union, non union…
    Customer information – provide better more accurate information to clients
    Crew costs
    Travel costs
    Additional Expenses
    This is the big picture of what you expect to accomplish by growing with Sugar. Coming out of your previous mention of the spreadsheets, you might discuss how Sugar helps your data integrity because it involves only one entry, instead of the 15 or so that used to be needed.
    Needed an application that could handle project management, and fast-paced, multiple changes for staffing, scheduling and dynamic rates that reflected subtleties of union/non-union rules that vary by market.
  • – I CRM TO
    maintain my sanity
    small staff
    wearing many hats
    General Manager, VP, Board of Directors, no COO
    Also developing database
    A lot to do in a small amount of time
    Helps staff work more efficiently allowing me to move more off of my plate.
    Used to do all estimating invoicing myself
    Now staff can do it
    Used to have to double check all calculations
  • All those integrations and customizations add up to ProCrewz. Internal name for customized Sugar system.
    Have a little fun here explaining who came up the ProCrewz name. Mention what it accomplishes in a general way but leave specifics for IMPACT slides
  • – Evolution of a job in ProCrewz
    Client submits request for (EXAMPLE EVENT)
    Enter Job Information
    Name of Event
    Location
    Management Personnel/Crewer
    Job Needs
    Number of Days/Start and End Times
    Client Contact
    Choose from Contact Module
    Staffing
    Choose positions from proper rate cards/Rate Card Module
    Can be multiple rate cards
    Choose personnel from Employee Module
    Travel
    Travel Calculations and Entry
    Mileage – From employee home to venue and back
    Airfare, Hotels, Transportation, Parking, etc.
    Additional Production Expenses Module
    Trucks
    Transmission
    Other Equipment
    Estimates
    Invoices
    Payroll
    Reporting
    Job Costing
    Pick a sports event most people would know and explain about how you use ProCrewz to estimate your cost on that event.
  • Talk about the challenge with union rules, and how the rate card module addresses that. Companies that deal with union rules in some places will benefit by hearing about how you built the rate card and the automated process in place. Others on your team reported that everyone used to come to you for rates, so share how this functionality helps you personally win back time.
    – Module Customization
    Rate Card Module
    Difference from typical employees to TV industry employees
    Rate differentials
    Invoicing Module
    Pulls data from jobs to generate estimates and invoices
    Positions Module
    Catalogs all crewing positions available for staffing
    Employees Module
    List of W-2 Freelancers and information on them such as location/market, positions able to work, documentation, etc.
    Jobs Module
    Pricing Expenses Module
    Contacts Module
    Customer Module
    Vendor Module
    Documents Module
    Importance of information
    Documents for all modules
    Job Calendar
    Visual reference of day to day job activity
     
    Highlight the modules that contribute to your ability to estimate jobs accurately . We’re in San Francisco, so maybe you might want to work up a short example of what it would take to crew a Giants game.
  • Portals area a huge point in Sugar because they have the ability to relive time demands on customer service, sales and HR.
    – Portal
    Freelancer Access
    Point of Contact
    Tech Manager
    Access to job documents
    Point of Contact sheet
    Sign In/Out Sheet
    Exception Report
    Client Access
    Real Time access to job information
    Levels of access
    Executive/Admin
    Limited
    Overall job estimate
    Travel Estimates
    Crew Lists
    Side by Side crew comparisons across jobs
    Side by Side travel estimates across jobs
    Invoices
     
    Gives more access to crew management and clients to information needed
    Less emails and phone calls
    Access the information anytime 24/7 without having to contact our staff
    Easy confirmation of job status
    Discuss how portals can give users a sense that they can know what is going on with their work status or contract any time they want. Maybe provide an example of what a client – say, Fox Sports for a nationally televised football game – would want to go in and see on the Thursday before the Sunday game.
  • [Take some time on this slide and the next as we talk about impact.]
    Saving hundreds of hours in building jobs and producing estimates.
    Increased productivity is the primary reason we came to Sugar -- so we didn’t have to add more people as we grew. And it is getting better as we add more features to the programming.”
    – Impact
    The total impact of the project is less time to complete more work.
    Total time to complete jobs is reduced.
    Less time having to track down information for client
    Easier to train new employees on work procedures
    Easier to understand and follow the process
    Can access from anywhere via the Web
    Don’t need to install special software
    Access via phones and tablets
    Improvements are constantly making a better experience for staff and customers
  • You are a business that deals in seconds and time gates. Even when not producing a live event, your folks think in terms of seconds – especially when it comes to solving challenges.
    This seems like a good place to tell Kelli’s story about the Kentucky basketball game you were dong for Fox Sports. Opening night of the college basketball season, and she gets a call from the Fox ops guy saying the TD missed the 1p call. She called him at home. He said he messed up the dates and that he was six hours away. It was about 2p now and tipoff was at 7. Kelli went into ProCruz, sorted for TD within three hours of Lexington and got on the phone. “I had someone on the road in 45 minutes. With the spreadsheets system, it would have taken me at least a couple of hours,” she told me.
    Extend this though to how others might use Sugar to be more nimble in a crisis.
    – Kelli Dora Story
    Technical Director Late wrote calendar date incorrectly
    6 hours away in Detroit needed to get to Kentucky
    Show started in less then 6 hours
    Used ProCrewz to find a closer replacement in 45 minutes filtered by markets to see who was closer
    Easier to search the database then excel or outlook contacts
    She made the TD drive for a while to make him sweat.
  • – Moving forward
    Improvments for the future
    UPGRADE TO 7
    In line editing!!! HUGE
    More staff tools for crewing
    40 hour work week tracking
    Double booking notifications
    Client alerts of job status change
    Estimate Complete
    Crew Complete
    Invoice Ready
    Employee notices
    Alerts crewers when important notes about employee
    Location alert
    Restrictions
    No fly
    Customer requests
    Special rates
    Nicknames!!! Especially in south
    Skeeter
    Lil John
    Tom is Joe!
    Payroll Module
    Ability to adjust payroll without affecting invoice
    Integrate directly with payroll company
    More interaction of Sales with CRM, better collaboration
    Build out financial modules
    Ability to track finances internally and move away from outside systems and resources
    Quickbooks
    Access
    Social Network
    Enclosed network for system users to communicate
    Clients
    Employees
    Employees can maintain calendars for availability
    Eases searching for available employees
    Ability to automate job availability notifications
    Email/Text Freelancers in market about availability for jobs
    Creates open collaboration
    Ability to send communications out
    Job openings and needs
    Updated company info
    Training opportunities
    HR Notifications
    Company News
    It’s time to talk about your vision for CRM in coming years.
    The point of greatest interest here is likely to be social media. Talk about building this portal and how it would be used. Go long on this point and think about ways to relate it to other industries. Seems as if there is a likely crossover here for many HR departments.
    Heavily into social media.
    “We want to increase our crewing speed via social media. We have a system for text messaging, but we want to go bigger. We want to make an employee portal where they can sign in, maintain a work ca
    Integration with payroll system
     
     
     
  • – Ideas to Produce Results
    Ultimate Goals
    More Automation
    Client access
    Job submissions and requests
    Auto entry of information still filled in manually today
    Tax rates
    Crewing/Management Fees
    Hour Breakdowns
    Payment Terms
    Client communication
    Better tracking of communication
    Improved service
    Less chance of missing something critical
    Employee communication
    Booking notifications
    Call times and call confirmations
    Employee availability via employee calendars
    Move everything to ProCrewz – No outside software
    Security Controls
    Ability to set levels of access
    Protect employee documents
    Give access to POC/Tech Manager to enter info
    Clients can submit info
  • Producing Value With CRM: How i CRM Spotlight - Program Productions

    1. 1. Producing value with crm Steve Spurlock Vice President, General Manager Program Productions @ProgramProd #SugarCon
    2. 2. Program Productions and Sugar 3 • Live sports and entertainment production company produces 3,000+ events per year. • Customers: Major networks, media, brands - client list includes Big Ten Network, NBC Sports, Fox Sports, Turner and MLB Network. • Formerly used Outlook and Excel • Launched Sugar: 2013 • Partner: Highland Solutions
    3. 3. Why did we need CRM? • To improve workflow process and project management • To raise level of data integrity in environment of rapid changes • Create an environment of robust reporting and information visibility 4
    4. 4. i CRM TO… “…maintain my sanity.”
    5. 5. Implementation Intelligent utility that streamlines processes, reduces errors and contains costs 6
    6. 6. Implementation • ProCrewz does the heavy lifting: – Estimating production expenses – Event staffing – Freelance hiring – Travel costs – Calendar management 7
    7. 7. Module Customization • Rate Card: set contracted rates and benefits for freelancers in each city • Invoicing: pull labor detail from related job to create custom invoices and generate estimates • Positions: catalogs all crewing positions • Employees: W-2 freelancers list, highlights specialties and project history • Job Opportunities: Monitors events to track estimates and actual labor costs • Pricing/Expenses Module: Pricing on equipment rentals, includes cost vs actual • Estimated Labor: Estimates call time, crewing dates and scheduled hours • Labor Actuals: Records actual hours worked for invoicing and job records • Job Calendar: View of daily job activity 8
    8. 8. Portals • Freelancer: Access to documents related to the job, including crew lists, crew contacts, sign-in/- out sheets and trouble reports. • Client View: Displays all related upcoming events with option for detail view. Clients can pull reports for detailed job estimates and costs related to crew member names, call times, travel, etc. 9
    9. 9. Impact Steve Spurlock, VP of Live Events •Increased Productivity: “If it takes four hours to crew a job, instead of the six hours it used to take, you’re spending one-third less time on each job. In an eight-hour day, we can pick up two hours and get two jobs done instead of one-and-a-half.” •Decreased administrative costs: “We’re saving hundreds of hours each year using Sugar to build our jobs… we can do it in 1/3 to 1/2 that time because so much of the information is in the system: names, tax information, rates for major cities, union rules.” •Automated Invoicing: “I used to do all the invoicing myself. Being able to have all this information built into a system where all the calculations are done themselves and information is pre-generated, I have gained hours in my week.” 10
    10. 10. Impact Kelli Dora, National Crew Coordinator • Improved agility – When Minutes Matter Technical director was a no-show for a live broadcast “I had someone on the road in 45 minutes. With the spreadsheets system, it would have taken me at least a couple of hours.” 11
    11. 11. Moving forward with CRM • Social Media: Jobs board via portal that allows freelancers to see future jobs, and post their locations and availability each week. • Onboard sales staff • Integrate with payroll and financial system • Further expansion plans include: real-time portal support access, crew event notifications, back-office system integration, scheduling alerts and event request capabilities for clients. 12
    12. 12. Ideas to Produce Results • Develop intelligence – Automate where possible – Centralize information access • Leverage portals – Limited view for critical information – Input feeds automation and backend processes • Facilitate team agility – Empower to react faster, better when problems arise 13
    13. 13. THANK YOU @ProgramProd #SugarCon

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