CRM ASU Support Matrix

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Summary:

Integrate support resource data currently maintained outside CRM in spreadsheets. Project will improve customer service, reduce complexity for Tier One support providers, and provide Tier Two+ with relief from misrouted cases.

Stage:

On hold

People

Sponsor/Champion:

Adrian Sannier, Vice President and University Technology Officer

Lead Customer:

Mark Koan

Lead Customer:

Nathan Corwin

Project Manager:

No Project Manager

Contact for more information:

nathan.corwin@asu.edu

Associate VP University Technology:

Sarah Hughes

University Technology Director:

Mark Koan

More Info

Source:

Internal

Priority:

Needs Prioritization

Scope:

This project will provide a means to identify local technical support resources for customers and their departments within CRM to both reduce the current demand for Tier One support staff to access off-line documentation when creating CRM cases and simultaneously improve customer service by ultimately allowing for queries and dashboards driven by departmental support providers (e.g. deskside support groups will be able to view cases outstanding for their customers even when the case is not assigned to them.)

Deliverables:

*Create table, data entry/management pages, and security roles to replace functionality of the Support Matrix spreadsheet developed by the Deskside Summit Group: https://spreadsheets.google.com/a/asu.edu/ccc?key=prhKks5eIgcrTMPXX2cZnT...
*Map customer affiliation and department data to Support Matrix data to identify the local technical support resources.
*Add "local technical support" provider information to Customer 360.
*Provide Quick Case view of "local technical support" information for the selected customer?
*Provide customer view of "local technical support" contact information?

Improve customer affiliation and department data housed in CRM
Improve customer search functionality & performance
(either through improvements to 360 view or creation of a "Quick Customer" search)
Label Faculty/Researcher/Staff/Student (as Roles?)
Label Active/Inactive Customers (with Customer Status field?)

Dependencies:

CRM Person Contact Data Synchronization Phase 1

Dependencies:

UTO Report Card