CRM Perfomance Enhancments

Quick View

Summary:

Address CRM Performance issues via development of web application options, configuration changes, e-mail update functionality, and improvement of system user interface inefficienies.

Start Date:

November 17, 2008

Go Live:

March 18, 2009

End Date:

March 18, 2009

Current Milestone:

Final Milestone: Identify, test, and launch config changes to support interface to address inefficiences - Complete

Stage:

Complete - In operation and supported by UTO.

People

Sponsor/Champion:

Adrian Sannier, Vice President and University Technology Officer

Project Manager:

Frank Montoya

Associate VP University Technology:

Max Davis-Johnson

University Technology Director:

Tina Thorstenson

More Info

Source:

Internal

Priority:

High

Scope:

Disable Provider Group Broadcast - Complete

Decrease case save transaction to 5 seconds - Complete

Enable e-mail note to case -Complete

Enable e-mail to resolve and close case - Complete

Develop call center agent to create/manage/close case - Complete

Address navigation, default, data entry inefficiencies - Complete

Evaluate deferred processing options - Complete

Increase admin system timeout by 10 minutes - Complete

Decrease CRM Support Dashboard response time for select links by 10 seconds - To be addressed by CRM Dashboard team (N/A)

All Milestones and Schedule:

Define scope, and identify resouces - 11/20/08 Complete

Test CASE SAVE recommended options in SUP - 11/25/08 Complete

CMT approval for updating PGs configuration to disable broadcast members - 11/21/08 Complete

eMail enhancment functional/technical spec - 11/21/08 Complete

DEV testing of email enhancments - Complete

TST testing of e-mail enhancments - Complete

DEV prototype of agent create case web interface - Complete

CMT approval to increase CRM system time - Complete

Increase inactivity warning from 28 to 40 minutes in CMPRD. System timeout is set to 45 minutes. - Complete

Move email enhancement app engine to CMPRD - 12/23/08 - Complete

Deploy agent create / edit case interface to TEST environment - 1/5/09 - Complete

UAT testing and functional approval on first iteration of quick case interface - 1/14/09 Complete

UAT testing and functional approval on first iteration of email enhancements - 1/14/09 Complete

Release first iteration of quick case and email enhancement to prod - 1/16/09 - Complete

Test async policy config in prod and report case to Oracle - WIP

Identify, test, and launch config changes to support interface to address inefficiences - WIP

Deliverables:

Disable Provider Group Broadcast - Complete

Decrease case save transaction to 5 seconds (via quick case) - Complete

Enable e-mail enhancements (add note and close case) - Complete

Launch call center agent web interface to create/manage/close case - Complete

Modify CRM create/mange case PIA interface to improve navigation, add default values, etc.- WIP

Evaluate deferred processing options - Complete

Increase admin system timeout by 10 minutes. Inactivity warning increased from 28 to 45 minutes. - Complete

Decrease CRM Support Dashboard response time for select links by 10 seconds - To be addressed via a Dashboard initiative (to be proposed).