ACT 2014 Customer Relationship Management for Outreach Teams

Customer Relationship Management (CRM)For Outreach Teams

Presented By:

Steve Wheeler

Co-Founder

CelWell

OneCommuteCRM for Outreach Teams

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Why CRM for Outreach Management?

Ease of Access to Information

Centralize/Organize Outreach Data

Reporting/Data Analytics

Awards

Areas to Target Your Efforts

Gamification

Data Security

System of Record

Acco

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RideMatching

Trip Logging

Networks

Vanpool

Trip Planning

Login

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Lead Management

Campaign Management

Marketing

Social Marketing

Bike Lockers

Gamification

Events

Incentives

Communication

SurveysG

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CRM for Outreach

CRM for Outreach

Accounts

Contacts

Programs

Mode Counts

Goals & Measurement

Meetings & Activities

Outreach Plan

Lead Management

Campaign Management

Vehicle Miles Reduced / Single

Occupancy Vehicles

Product Offering/Program/

Mode Counts

EmployerBenefits

Social

Content Management

VanpoolMaster

Surveys

VanpoolMonthly Summary

Cloud

Social

Mobile

Multi-Tenant Infrastructure

Field Users Office Users Executive

Data/Reporting/Business Intelligence

Native Tools

Any Device

Security

Connected

Apps

ConnectedEmployees

ConnectedGovernment

ConnectedCommuters

ConnectedEmployers

FISMA Compliance

ISO 27001

SAS 70 Type II

Community/Network

Workflow

BI & Reporting

Demo – Outreach CRM

• Accounts

• Contacts

• Contact Affiliations

• Meetings

• Program Overviews

• Mode Counts

• Dashboards

• Social

Outreach

Teams

Account Management

Account Information

Account Information – TMA details

Contact Information with Social Media

Connection(s)

Contact Affiliations (Tracking Former

Employers or Multiple Location Management)

Track Meetings, Events, Tasks & Central

Calendars

Track Results, Time Entry & Outlook

Integration

Program Overviews

Collecting Information on Employers

Detailing Emplyer Programs

Including Mode Counts

Mode Counts by Program Offering

Messaging, Files, Marketing, Groups and More

Locations and Routes

Mapping Employers, Station Locations, Transit

Routes and More

Social

Over 100 Standard Reports and Dashboards

Dashboards and Reports

Vehicle Miles Reduced Dashboard

Executive Dashboards

Demo – Benefits for Employers

• Employer Services

• Program Plan Actuals

• Employer Assessments

• Campaigns

• Surveys

Marketing

Employers

Product Offerings for Employers

Program Plan Actuals

Tracking Campaigns and Number of

Participants

Employer Services Captured with Gamification

Measuring the Award Levels of the Employer

Campaign Management

Mass Email Templates

Mass Email Campaign

Commuter Surveys

Customize the look feel questions the way you

want it

With built in analytics for Transportation

Management data

What is the Value of Data?

Effort/Input

Value

Spreadsheets

Accounts

/ Contacts

Meetings & Events

Programs/

Mode Counts/Other

Reports

Dashboards & Analytics

Services & Benefits

Outreach Plans

Awards / Gamification

Surveys

Marketing/Social

Commuter

Programs

Customer Relationship ROI for

Outreach Teams

Source: Salesforce.com Customer Relationship Survey conducted October-November 2010, by an independent third-

party, MarketTools Inc., on 6,000+ customers randomly selected. Response sizes per question vary.

Let’s Extrapolate

on this

Efficiency

Phenomenal Success with Collaboration

Average Percentage Improvements Reported by Customers

Source: Salesforce.com Customer Relationship Survey conducted by an independent third-party MarketTools Inc. on 6,000+ customers randomly selected, representing

organizations across the globe, of all sizes and from a diverse set of industries. Response sizes per question vary. Data is intended as a guideline based upon historical

results from a sample set of customers. Results are dependent upon many different factors that are customer-specific. Therefore, actual results will vary.

Let’s Extrapolate on this Efficiency

Areas of Improvement

Reduction NotesContact Data Kept in outlook at best. Some contact info in platinum report

Account DataNotes and documents everywhere. Any turn over and most of the time history was not able to be recovered.

Employer ReportsSignificant savings especially with the all of the spreadsheets. Updating and keeping managed becomes a full time job

CTE Monthly ReportEach person needed to input numbers from their outlook calendar. With very little detail

Pass the spreadsheet

Not only did the spreadsheet need to be the latest version but all had to pass around on a monthly basis to enter his/her numbers

Spreadsheet MaintenanceFull/Part time job for CTE, Part time job for TMA and Part Time job for ARC

Central Calendar Have visibility into all events across the board

Account Reviews

Have the ability to review all employers/property managers and where we are making a difference with all the activities we have been doing with the account.

Standardized Calculations

Several corrections were made in the spreadsheets with calculations, collection of data and review of information collected at the employer/property manager location. Updated, corrected and deployed as accurate data known.

Central Reporting Near impossible to report from all and check for errors.

ROI for CRM & Collaboration System

Return on EfficiencyWithout

CRM System (Hours)

With CRM System (Hours)

ROI Efficiency

ROI Turnover /

OtherAnnual Return

Annual Return Total Notes

Outreach & Management

Data Management 845 507 40% 50 $9,700 $242,500

Reduction in managing multiple spreadsheets, Outlook files, Calendars and Access to infromation

Reporting 832 624 25% 40 $11,625 $93,000Reduction in collecting data from outreach teams an plugging into spreadsheets

Outreach Support

Spreadsheet Maintenance 1040 40 $20,250 $40,500 Reduction of CTE maintenance and each TMASupplemental Support 156 14 $6,375 $6,375 Reduction of IT and other support

Annual Savings $382,375

Number of Hours

Gained Potentially

Translates Into

Reduction in SOV

Outreach 8,450 989

Outreach Director 1,664 195

Total 1,184 Less SOV on the road per year

What if you could spend more hours with employers and commuters and less time with spreadsheets and reports?

Can we assume 3 new employers at 20% reduction with an average of 365 (Actual ARC average) commuters per employer

Additional Factors

Other Factors Without WithCRM System CRM System

Analytics Near impossible

Can now start tracking analytics on: Surveys Responded toSingle Occupancy Vehicle ReductionEmployer ParticipationHours Spent In Front of Employers/Commuters

Workflow Not CapableSend notifications on activities and when thresholds are hit

Security

Low Secure Data, Some Secure Employer Information not at Federal Security Standards. ISO 27001

TMA Accountability Limited information

Able to perform full account reviews with all accounts, goals, targets and measurements. Can be reviewed on line with TMA's if needed.

Employer Activity Limited information

Can perform an ROI analysis (once hours tracking is turned on) for time spend with employers. Could evaluate which gives you more bang for the money spent.

Questions and Answers

Steve Wheeler

Senior Partnersteve.wheeler@celwell.com

(770) 639-4685

www.onecommute.com

www.Appexchange.com

CelWell

Mike T. Williams

Director of Employer Services

mwilliams@cleanaircampaign.org

678-244-7708

www.cleanaircampaign.org

Goldin Doles

Marketing Analyst

Goldin.Doles@sandag.com

(619) 699-4814

www.SANDAG.com