heanet’s clientdb brian boyle. introduction heanet & client relationships tools requirements...
TRANSCRIPT
HEAnet’s ClientDBBrian Boyle
Introduction
• HEAnet & Client Relationships
• Tools
• Requirements for CRM tool
• ClientDB
HEAnet & Client Relations
• Primarily people driven
• Started with informal approach (-1997)
• Then, used basic tools
• MS Exchange (1997 - 2003)
• OpenGroupWare (2003 - 2008)
MS Exchange
• Used for Email, Calendar, Contacts
• Grew without planning
• Took over as Contact database
• Data was unstructured
• Never used full functionality
MS Exchange Schema
Name Position Company Phone Email
OpenGroupWare• So we changed system to “OGO”
• Used for Calendar & Contacts
• More formal structure for data
• Primarily driven by Calendar requirements
• “Jack of all trades, ...”
• Webmail, Bulletins, Proj. Mgmt, ...
OGO Schema
Company A(Client)
Company B(Client)
Tech Contact: Conor Furlong
Billing Contact:Sadhbh Woods
Tech Contact: Oisín Doyle
Change Ctrl: Aoife Murphy
Billing Contact: Cillian Doyle
Tech Contact: Eoin O’Shea
Assigned-to
Assigned-to
Assigned-to
Assigned-to
Assigned-to
Assigned-to
Assigned-to
Companies People
ClientDB• 2008: OGO hard to maintain, very
difficult to expand
• Gathered requirements for replacement
• Focused on Clients & Services
• Researched market
• Handed job to internal swdev team
Internal Development?• Why build?
• Many many CRM solutions
• but most are sales/revenue oriented
• and tend towards closed APIs
• We really required extensibility/interoperability with our tools
Requirements
• Extendable & Interoperable
• Central repository for all client data
• Track Clients, Contacts, Services
• Open interfaces (http, ldap, ...)
• Must integrate with Email, Calendar
• Potential to link to Provisioning, Tickets
Functionality
• Used for Contacts
• Linked to Client Service Agreements
• Basis for all Support contacts
• Structured data about Contacts
• Record of services/clients
• Not (yet) used for Provisioning
Resources
• Ruby on Rails, MySQL, Ubuntu
• LDAP interface to Email MUAs
• Calendar interface in transition
ClientDB Schema
DCU
ORI
Conor Furlong
Sadhbh Woods
Oisín Doyle
Mater Dei
St. Pats
Aoife Murphy
Cillian Doyle
Eoin O’Shea
ChildrenTech Contact
Change Controller
Billing contact
Change Controller
Billing contact
Tech Contact
Billing contact
ContactsClients
ClientDB
• Support for Provider contacts
• Reports to keep data consistent
• Views of data, e.g
• view clients by Finance Contact
• view of our of hours contacts
Conclusions
• We wanted a very simple system [1]
• We really wanted extensibility [2]
• We hope to integrate it with
• Calendar [3], Provisioning [4], Accounts [5]
• So far, we have 1, 2, 3.
Conclusions
• We have a small client base
• Our contacts have many jobs
• Tool can only support Humans
• We need a Human CRM