Difference between revisions of "CRM Specs"

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As Free Geek continues expanding its partnerships with the outside community, it has become necessary to have a system that can track these relationships in a consistent and measurable fashion - in other words, to have CRM Software. This proposal addresses the needs of such a system, how it could be utilized on an individual and organization-wide basis, the relative merits of such a system, and the steps necessary to implement it.
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As Free Geek continues expanding its partnerships with the outside community, it has become necessary to have a system that can track these relationships in a consistent and measurable fashion - in other words, CRM Software. This proposal addresses the needs of such a system, how it could be utilized on an individual and organization-wide basis, the relative merits of such a system, and the steps necessary to implement it.
  
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[[Vision]]
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==Vision==
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A fully-realized CRM system at Free Geek would be used to  
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A fully-realized CRM system at Free Geek could be used to  
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* Track communications with outside organizations  
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* Track communications with outside organizations - send emails through software & track calls & meetings
 
* Identify opportunities for new relationships
 
* Identify opportunities for new relationships
 
* Identify relationships between individuals & organizations
 
* Identify relationships between individuals & organizations
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* Run reports
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* Run reports on donors, their donation history, our contact history and more
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* Maintain a list of email templates
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* Create and send the newsletter
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* Build & execute email campaigns
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* Maintain calendar of meetings, calls, pickups etc.
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* Generate maps to route pickups
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* Set reminders and alerts for contact-specific tasks
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* Manage pricing tiers for pickup clients
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* Track & manage hardware grant applications
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** There is also functionality that would allow grant applicants to view the status of their application online
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* Track tech support tickets
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** While there may be no need to switch systems in tech support, it could be done, and would also allow customers to view the status of their repair online
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* Track and manage online sales for the Thrift Store
  
  
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This is a wish list of specifications for CRM software.
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==Shared Fields Twixt Database & CRM==
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This is a list of the fields that would ideally communicate between Free Geek's database and the CRM software. It would be best if changes made to the CRM overrode the database, except in the case of new contacts added to the DB.
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* Organization - indicates that a contact is a business or organization
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** It would be helpful for at least the CRM to indicate sub-categories of "non-profit" and "educational institution"
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* Volunteer
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* Student (see new fields)
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* All name and address fields
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* ID #
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* Fully covered (this could be tied to a numeric field indicating number of employees, and automatically set based on the input)
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* Donation contract
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* All phone, email & fax fields
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* Notes
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* Contributor
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* Donor
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* All gizmo fields
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* Pickup fee (new field)
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==New Fields==
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This is a partial list of new fields needed in CRM. As we begin to implement this software, more will likely make their necessity apparent.
 +
 
 +
* Pickup fee - a numeric field indicating the price we charge for pickups
 +
* Educational Institution as a subfield of Organization
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* Student - should be able to tie a student to a specific educational institution
 +
 
 +
==Missing Functionality & Plug-Ins==
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As we are using the free (community) edition of SugarCRM, there are several pieces of functionality missing that would be helpful for our purposes. This is a list of missing functionality pieces and known plug-ins that would fill in those blanks.
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* Reporting - [http://www.sugarforge.org/projects/crm4office CRM4Office OpenOffice]
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* Calendar - [http://www.sugarforge.org/projects/ecalendar E-Calendar]
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* Maps - [http://www.sugarforge.org/projects/jjwgooglemaps/ JJWDesign GoogleMaps]
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* Email - [http://www.sugarforge.org/projects/agora-mail/ Agora Mail]
  
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*Easily view donation, contribution, and volunteer history for each contact
 
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*Ability to make notes on each file with date stamp and name of person writing note
 
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*Send emails and/or newsletter - ideally connected to FG email account
 
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*Track & view any correspondence sent via software
 
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*Track occurrence of correspondence outside of software (phone calls, meetings, etc.)
 
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*Customize & easily run reports
 
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*Track job title, gender, birthdays, and relationships between contacts (partners, children, etc.)
 
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*Attach files to contacts
 
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*Indicate than an individual is the primary contact for an organization
 
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*Identify pricing tier to which donors belong, plus history of changes
 
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*Associate multiple addresses with organization if necessary (perhaps labeled with physical, mailing, & pickup)
 
  
 
[[Category: Coders]]
 
[[Category: Coders]]

Revision as of 15:00, 9 August 2011

As Free Geek continues expanding its partnerships with the outside community, it has become necessary to have a system that can track these relationships in a consistent and measurable fashion - in other words, CRM Software. This proposal addresses the needs of such a system, how it could be utilized on an individual and organization-wide basis, the relative merits of such a system, and the steps necessary to implement it.

Vision

A fully-realized CRM system at Free Geek could be used to

  • Track communications with outside organizations - send emails through software & track calls & meetings
  • Identify opportunities for new relationships
  • Identify relationships between individuals & organizations
  • Run reports on donors, their donation history, our contact history and more
  • Maintain a list of email templates
  • Create and send the newsletter
  • Build & execute email campaigns
  • Maintain calendar of meetings, calls, pickups etc.
  • Generate maps to route pickups
  • Set reminders and alerts for contact-specific tasks
  • Manage pricing tiers for pickup clients
  • Track & manage hardware grant applications
    • There is also functionality that would allow grant applicants to view the status of their application online
  • Track tech support tickets
    • While there may be no need to switch systems in tech support, it could be done, and would also allow customers to view the status of their repair online
  • Track and manage online sales for the Thrift Store


Shared Fields Twixt Database & CRM

This is a list of the fields that would ideally communicate between Free Geek's database and the CRM software. It would be best if changes made to the CRM overrode the database, except in the case of new contacts added to the DB.

  • Organization - indicates that a contact is a business or organization
    • It would be helpful for at least the CRM to indicate sub-categories of "non-profit" and "educational institution"
  • Volunteer
  • Student (see new fields)
  • All name and address fields
  • ID #
  • Fully covered (this could be tied to a numeric field indicating number of employees, and automatically set based on the input)
  • Donation contract
  • All phone, email & fax fields
  • Notes
  • Contributor
  • Donor
  • All gizmo fields
  • Pickup fee (new field)

New Fields

This is a partial list of new fields needed in CRM. As we begin to implement this software, more will likely make their necessity apparent.

  • Pickup fee - a numeric field indicating the price we charge for pickups
  • Educational Institution as a subfield of Organization
  • Student - should be able to tie a student to a specific educational institution

Missing Functionality & Plug-Ins

As we are using the free (community) edition of SugarCRM, there are several pieces of functionality missing that would be helpful for our purposes. This is a list of missing functionality pieces and known plug-ins that would fill in those blanks.

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