Update CRM Customer Feedback Survey

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Summary:

Currently, the CRM marketing dialog tool is used to distribute CRM close case and service order notification to customers with a survey link. The marketing dialog tool is used to produce the survey and capture survey results which are reported via the CRM Support Dashboard. Due to functional limitions of the marketing dialog tool, survey data is inconsistent and unreliable.

This project will transition away from CRM's On-line Marketing tool, to a standard PeopleSoft application. During the transition, we will incorporate a small set of enhancements to improve the adoption rate of the survey, especially for W. P. Carey and the Office of Human Resources.

Go Live:

December 11, 2009

End Date:

December 11, 2009

Current Milestone:

12/07/09 - Validate dashboard data

Stage:

On track

People

Sponsor/Champion:

Adrian Sannier, Vice President and University Technology Officer

Lead Customer:

Mark Koan

Project Manager:

Frank Montoya

Associate VP University Technology:

John Rome

University Technology Director:

Tina Thorstenson

More Info

Source:

Internal

Priority:

Medium

Scope:

- Transition away from Dialog Execution Server / On-line Marketing Tool
- Maintain integrity of survey data
- Build out survey in standard PS environment using the current ASU Banner
- Modify CRM Survey Dashboard reports (as required)
- Maintain current Business Unit / Provider Group personalization on close case/ service order notification
- Provide small enhancements for WPC and OHR survey adoption (
Related CRM Cases: 366770; 366756; 356529)

All Milestones and Schedule:

Project plan

Milestones

05/01/09 - Functional specification - Complete

05/14/09 - Scope/functional requirement overview with business owners - Complete

05/22/09 - Update / finalize functional spec - Complete

05/28/09- Create data model for survey data - Complete

07/1/09 - Development - Complete

07/7/09 - Unit and integration testing - Complete

07/13/09 - Migrate to Test - Complete

07/24/09 - Test Scripts Complete

08/28/09 - UAT Complete

09/09/09 - Migrate CRM Survey to Prod - Complete

09/09/09 - Migrate Reporting tables to Prod

10/01/09 - Migrate Survey reporting tables to Prod

Deliverables:

- Eliminate marketing dialog used for close case notification / survey

- Deploy survey using standard PeopleSoft application

- Update CRM dasboard reports / sql (if required)