OASIS CRM

This is a new Marketing Dialog for W. P. Carey school of business. It will be used to capture prospects for their program who request information online.  In order to complete this capability, there will be 13 new data fields added to the dialog data profile table, and the Search/Match screen will need to be altered to display these new fields requested.

Milestones

Add new data tables and create dialog in DEV   3/31 - DONE

Initiate first Test spiral in DEV                         4/3   - DONE

Build Dialog in TST                                        4/7    - DONE

Complete UTO Testing                                  4/11   - DONE

W. P. Carey forms built and tested                 5/19   -  DONE

Move project to PRD                                      5/19  - DONE

Deploy Planned Enrollment term in Prod                 DONE

UTO wants to utilize the survey capability of PeopleSoft CRM to monitor customer satisfaction with case resolution. This project will implement a new closing case message and link to a survey that allows for customer response and comment.

The Installed Product and Service project will be initiated to identify and prioritize W.P. Carey School of Business, Fulton School of Engineering, and the Univesity Technology Office security, setup, configuration, and user interface requirements related to Installed Product and Service, and Product CRM (Product Definition) functionality. Required security, setup, configuration, and modification requirements will be documented and submitted for approval. Approved security, setup, configuration, and modification requirements will follow the CRM Support team design, development, testing, and implementation process. Business processes and training related to the implementation of Installed Product and Service, and Product Definition functionality will be identified, documented, and delivered.

The CRM Knowledge Base module has some limitations and it's been deemed necessary to seek alternative methods to incorporate one for use with CRM.   One possible alternative is to use "spidering" features of CRM to search established web resources and file structures.

This project is to assess and determine the direction for incorporating an Institutional knowledge base for ASU. This may be development or integration with an existing third party knowledge base.

UTO at the West campus is planning to implement the PeopleSoft CRM
Support Module as their new Help Desk solution. The plan is to have CRM
Support in place for the Fall semester with no significant loss in
functionality as compared to their current HEAT system.

The key success factors are alignment and consistency. UTO at
the West Campus wants to be in alignment with all of UTO utilizing CRM
Support as well as benefit from PeopleSoft as a hosted solution. In
addition, they are expecting better metrics and reporting and an
improved mechanism for getting meaningful customer feedback.

One major business process that will be affected by the
implementation of CRM Support is how UTO at the West Campus receives,
tracks, resolves, and closes Help Desk cases. A minor process change
involves moving the UTO inventory out of the HEAT system; the CRM
Installed Products Component is under consideration as an inventory
solution.

This project will reach prospective ASU students who are interested in1 or more of our 27+ on-line degree programs. This project uses thePeopleSoft Customer Relationship Management (CRM) software to captureinformation regarding prospective students so that ASU recruiting staffcan provide them the necessary information to enroll at ASU.

UTO's ARS Help Desk application will be replaced with PeopleSoft’s Customer Relationship Management (CRM) Support module.

Project scope for Phase I includes:

• Provide current UTO Help Desk representatives the ability to create cases (aka tickets) on reported problems;
• Provide all current users of the ARS Help Desk Console the ability to view, update, transfer and resolve cases;
• Provide the ability to record solutions to the problem;
• Create automated work flow for specific case scenarios;
• Create automated escalation for specific case scenarios;
• Create automated ticket generation for 3rd party applications such as Nerve Center and Control M;
• Store on-call data including primary and secondary contact information;
• Provide face-to-face training for UTO Help Desk representatives two weeks prior to go live. Online training materials will be available for all other users at least two weeks prior to go live;
• Creation of a self-service component for customers to create, update and close cases via the web.

Regular project communication will be sent out via email to current ARS users (approximately 700 users).

CRM Open House sessions for the Support module will be held on each campus. There will be an overview of the current CRM Support structure as well to provide informational guidelines and best practices. This is all in an effort to make the most efficient use of CRM for current business users along with those who may wonder if 'CRM can do it'.
Each session will have a 30 minutes presentation with the latest information, followed by 90 minutes of available Q&A time and PC's or laptops will be available.
The proposed schedule is:

These sessions are aimed at current CRM call center agents and we will not be addressing the Marketing or Field Service components

This project is to review and recommend revisions to current CRM workflow, system structure, automated business processes which include AAF policies, e-mail templates and escalation notifications. The intended results are geared to improving performance, reduce maintenance and to provide documentation. Deliverables:

• Streamline case notification workflow
• Standardize shared templates
• Minimize number of AAF policies to improve performance
• Make new Email response templates available

The CRM Support Dashboard and Reporting project is focused on providing the first iteration of CRM Support reports, required documentation, business processes, training, and access via ASU’s Dashboard web interface and myReports (Hyperion) reporting tool.

The following activity and related deliverables will be addressed:

• Design, Development, Training, Security, and Communication
• Validate reports
• Document and implement initial access strategy and business processes
• Document future next phase enhancements

myReports

• Train the trainer on use of myReports
• Connect to CRM database tables
• Identify list of reporting tables to be replicated in the data warehouse
• Knowledge transfer (CRM Support team and business leads)
• Create initial CRM Support reports for reuse
• Provide CRM reporting support and training
• Document and implement initial access strategy and business processes
• Design, Develop, and Transition UTO SLA AVP report update and maintenance