who made this mess?
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Deltek Insight 2010 VI-219 Who Made This Mess: Maintaining High Quality Client and Contact DataTRANSCRIPT
VI-219 Who Made This Mess?VI-219 Who Made This Mess?
Presented By:
Meg Middaugh, WilsonMiller, Inc.
IntroductionIntroduction
Meg Middaugh, Systems Analyst
• Degree in Computer Science
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• 20+ years in Business Information Technology
• 10 years RFP/CRM/VisionCRM Experience
• Project Manager Vision 5.1 implementation
• Managing 6.1 Upgrade
Who is WilsonMiller?Who is WilsonMiller?
• Multidisciplinary Professional Consulting Company for 50 years
• 300 employees located in Florida
• Top 200 Design Firm in the U.S.
• Land management, infrastructure, transportation, environmental for • Land management, infrastructure, transportation, environmental for public and private clients.
• IT Consulting services
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Agenda: Maintaining Contact and Client Database IntegrityAgenda: Maintaining Contact and Client Database Integrity
• Background
• Vision and Corporate Culture
• Data Credibility and Usability
• Maintaining Database Integrity • Maintaining Database Integrity
• Eliminating the Mess: Problems and Solutions
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Key TakeawaysKey Takeaways
• Understand How to Achieve Buy-in
• Prove Vision’s Value Outside of Marketing
• Innovative Solutions using Vision Data
• Significantly Reduce Four Administrative Headaches• Significantly Reduce Four Administrative Headaches
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The Mess & The ChallengeThe Mess & The Challenge
Maintain High Quality with Minimal Effort
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Where It Starts – Corporate CultureWhere It Starts – Corporate Culture
• Opportunity Tracking is a “Must” for Companies Focused on Business Development
• Lead and Opportunity Info Centers Depend on Contact and Client Data
• Project Staff are a Significant Source for this Data• Project Staff are a Significant Source for this Data
• The Vision Administration Management Headache: The Mess
Maintain High Quality with Minimal Effort
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High Quality & Minimal EffortHigh Quality & Minimal Effort
• Create Info Center Marketing Champions.
• Learn How Users Want to Use the Data.
• Divide Up the Administration Load.
• Create Tools to Help.
• Make User Buy-in a Priority.
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User Buy-in:Credibility & Usability are KeyUser Buy-in:Credibility & Usability are Key
1. Data Availability
– Ensure users can access their important data.
2. Data Reliability
– Is the data reasonably accurate?
3. Adequate Training
– Train everyone.– Train everyone.
– Customize help.
– Recruit local experts.
4. Use the Information
– What clients are we pursuing?
– What are our potential projects and fees?
– List business development activities.
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1. Data Availability & 2. Reliability1. Data Availability & 2. Reliability
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Provide a simple means for users to find information they need.
1. Data Availability & 2. Reliability1. Data Availability & 2. Reliability
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3. Adequate Training &Ongoing Support3. Adequate Training &Ongoing Support
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3. Adequate Training &Ongoing Support3. Adequate Training &Ongoing Support
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4. Use the Information –Project Managers Dashboard4. Use the Information –Project Managers Dashboard
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4. Use the Information –Business Development Reports4. Use the Information –Business Development Reports
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Managing the MessFour Problems and Practical Solutions
Managing the MessFour Problems and Practical Solutions
Maintain High Quality with Minimal Effort
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1. Duplicate Clients and Contacts1. Duplicate Clients and Contacts
• Problem: Identifying Duplicate/Near Duplicate Clients and Contacts
• Solution: Match Codes
– A user defined field(s) on the Clients and Contacts General tab.
– Contains an Alpha Numeric String of characters from a combination of fields.
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– Contains an Alpha Numeric String of characters from a combination of fields.
– Scheduled workflow runs daily using a stored procedure to update the match
code field(s).
– A saved search finds the records with identical match codes.
Contact Match CodesContact Match Codes
• Contacts have three Match Codes
– Match Code1 = first few characters of Last Name, First Name, Company and City
– Match Code2 = Soundex of first few characters Last Name, First Name,
Company and City
– Match Code3 = first few characters of Last Name, First Name and City
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Contact Match Code1 SearchContact Match Code1 Search
Records with Identical Match Code1 Contents
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Helps identify duplicate records that aren’t necessarily identical .
Contact Match Code2 Search ResultsContact Match Code2 Search Results
Helps identify duplicate records resulting from typos or misspellings.
Records with Identical Match Code2 Contents
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Helps identify duplicate records created because of typos or misspelling.
Contact Match Code3 ResultsContact Match Code3 Results
Records with Identical Match Code3 Contents
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Helps identify company name changes and contacts with new employers.
2. Orphaned Contacts2. Orphaned Contacts
• Problem: Contacts with no Client Information
• Solution: Required Fields
– Opportunities require both a Client and a Contact.
– Clients and Contacts require a phone number.
• Successful Results– Required fields work perfectly.
– Now there are no orphaned contacts, nor will any ever be created.
– No complaints from users about the required fields.
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Required fields solved the problem and satisfied users.
2. Orphaned Contacts2. Orphaned Contacts
• Related Problem: Client records with only a phone number.
• Solution: Information Detective
– Google the phone number and view the Google maps result.
– Search State Division of Corporations websites.
– Use Whitepages.com company name or reverse phone number lookup.
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The Internet is a rich source of client and contact information.
– Use Whitepages.com company name or reverse phone number lookup.
– Search LinkedIn.com for contact or company name.
– Opportunities associated with the Client?
– Who created the Client record?
• Search their Outlook Address Book.
• Ask Local Expert in their office for help.
3. Constantly Changing Data3. Constantly Changing Data
• Problem: Quality control for changing data
• Solution: Automated Monitoring
– User Defined Fields called “Record State” fields
• Status: End User Added; End User Modified; Verified; Questionable; Delete
• Date Changed
• Changed By
– Automated Reminders and Dashparts such as:
• Unverified Clients/Contacts new or changed last 30 days
• Contacts with missing information
• Clients Verified over Three Years Ago
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Record State FieldsRecord State Fields
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4. Quality Control Takes Too Long4. Quality Control Takes Too Long
• Problem: Vision Data Quality Control is Time Consuming
• Solution: Engage Users – Tom Sawyer Principle
– Event Report – Administrative staff
– Project Staff
– Local Experts– Local Experts
– Ecard bounces and out of office replies
– Part of the culture – the information cycle
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Maintain High Quality With Minimal Effort
Engage Users in Quality ControlEngage Users in Quality Control
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Return
Engage Users in Quality ControlEngage Users in Quality Control
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VisionCRM part of Corporate CultureVisionCRM part of Corporate Culture
Project Managers
Local ExpertsCorp Leadership
Vision Marketing
Edited Edited
Employee & Proj InfoEmployee & Proj Info
It takes time to maintain high quality Info Center data.
However…
It takes longer to repeatedly workaround the limitations of inaccurate data.
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Edited InfoEdited Info
Questions & AnswersQuestions & Answers
SummarySummary
• Part of the Corporate Culture– not a Marketing “thing”
• Training and Documentation
• Address User Pain Points
• Expect Project Staff to Update Data
• Manage Quality Control• Manage Quality Control
• Maximize Automation
• Effectively Distribute the Maintenance Workload
• Consider Outsourcing Customization
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Maintain High Quality with Minimal Effort
Call to ActionCall to Action
• When You Return to Your Office Review your VisionCRM Implementation with a Critical eye
• Make a Plan to Increase Vision’s Effectiveness
• Network with other Vision Administrators• Network with other Vision Administrators
• For Addition Information, stop by Insight Expo
• Contact me with questions
– Meg Middaugh, [email protected]