Presentation by Outdare from Netherlands on SugarCRM Partner Summit 2012

1. Citizen Relationship Management
with SugarCRM
EMEA Partner Summit 2012
Outdare CRM | Ictivity Group
Fabrice Mous
fabrice.mous@outdare.nl
+31 648585162

2. Introduction
Government policies
Choosing SugarCRM
as a CCC platform
Implementing SugarCRM
as a CCC platform
Lessons Learned
#2

3. Introduction
#3

4. Managing Director Outdare
Working for Ictivity Group
IT consulting and change
management
#4

5. About Outdare
#5

6. Founded April 1998
First SugarCRM partner in
West Europe (2004)
Highly specialized team of
CRM consultants
Expertise in building integrations
with SugarCRM
Part of the Ictivity Groep for
organizational size and expertise
#6

7. SugarCRM
as a
CCC
Solution
#7

8. Customer
Contact
Center
#8

9. Government policies
#9

10. NY
#10

11. 2005
Dutch government delegation in New York
Impressed by city customer contact center
CCC reachable and recognizable via phone (311)
#11

12. … realizing accessible, informative,
ancillary government services
One customer contact center
for the Dutch government
#12

13. #13

14. #14

15. "… properly handle 80% of
citizens and business contacts at
first contact ..."
#15

16. Choosing SugarCRM
as a CCC platform
#16

17. City
of
Rijswijk
#17

18. situated in Province of
Zuid-Holland
on the south side of The
Hague and northern outskirts
of Delft
with a surface area of
14 km²
47.000 inhabitants and
about 40.000 job professions
customer potential +/- 90.000
#18

19. High level of ambition for
public services
Focused on single customer
data query.
Operational Customer Contact
Center by 01-02-2012 based on
Dutch government initiative
“Programma Antwoord ©”
#19

20. "... it lacks a "shell" for
accessing information from
the back office to the CCC ..."
#20

21. "... a solution capable of
'smart coupling' to various
local and national data
information systems ..."
#21

22. Citizens and businesses as customer
focus.
Build complete 360 customer view
and history.
System for the longer term.
#22

23. customer
viewpoint
(not questions or cases)
#23

24. #24

25. #25

26. IT architecture Rijswijk (2008)
unlocking information from backoffice systems
based on open standards and open source software
#26

27. #27

28. #28

29. Implementing SugarCRM
as a CCC platform
#29

30. ✔ Corporate Style
✔ Dashboard
✔ LDAP Authentication
✔ Logging activities
✔ Management information
✔ Workflows
✔ Telephony Integration
✔ Government Data Coupling (API’s)
#30

31. Workflows
#31

32. Workflows Via email and web forms
Timeframe triggers
#32

33. #33

34. Telephony
Integration
#34

35. #35

36. Connecting KPN telephone
exchange with VOIP server and
Ingenius PC client plugin.
Starting and stopping calls
within SugarCRM calls +
registering contact in SugarCRM.
#36

37. #37

38. Government Data
Coupling
(API’s)
#38

39. #39

40. GBA
GBA-V
Chamber of Commerce
GOP/PDC/VAC
Corsa DMS
QMatic
#40

41. Civil Affairs Information
Residents of Rijswijk (GBA)
Webservice to broker (DDS)
Broker pushes notifications realtime to Sugar
Queue based handling of notifications
#41

42. Civil Affairs Information
Non- Residents of Rijswijk (GBA-V)
Information request initiated from Sugar
Based on citizen service number (BSN)
Records in Sugar updated or created
#42

43. Chamber of Commerce
Connector for Dutch Chamber of Commerce
Built by Outdare and available as open source
Records in Sugar updated or created
#43

44. #44

45. GOP/PDC/VAC
Midoffice databases
Personnel information (expertise + availability)
Products and services (website/ticket window)
Frequently Asked Questions (website)
#45

46. #46

47. Corsa DMS
Webservice to Document Management
Indexing all correspondence
Search from within Sugar
Viewing documents from within Sugar
#47

48. #48

49. #49

50. SOAPY STUFF
#50

51. Result?
flexible and
…a
open
Customer Contact
Center Solution based
on CRM
#51

52. Lessons learned
#52

53. #53

54. Biggest challenge is changing the
mindset of your employees from
your frontoffice (CCC) and
backoffice.
Transferring knowledge and
responsibility from backoffice to
frontoffice (CCC).
Don’t get lost in technical
documentation and use a direct
vendor contact.
#54

55. Take Away
#55

56. Leapfrog the CRM paradigm and
position SugarCRM as a platform
solution
Know the government lingo and
change your vocabulary
accordingly!
#56

57. Questions
#57

58. More information
Outdare BV
www.outdare.nl
info@outdare.nl
Fabrice Mous
fabrice.mous@outdare.nl
+31 648585162
#58

59. Citizen Relationship Management
with SugarCRM
EMEA Partner Summit 2012
Outdare CRM | Ictivity Group
Fabrice Mous
fabrice.mous@outdare.nl
+31 648585162