HEAnets Client DB Brian Boyle Introduction HEAnet Client

HEAnet’s Client. DB Brian Boyle

Introduction • HEAnet & Client Relationships • Tools • Requirements for CRM tool • Client. DB

HEAnet & Client Relations • Primarily people driven • Started with informal approach (-1997) • Then, used basic tools • MS Exchange (1997 - 2003) • Open. Group. Ware (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

Open. Group. Ware • 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 Assigned-to Company A Assigned-to (Client) Assigned-to Tech Contact: Conor Furlong Billing Contact: Sadhbh Woods Tech Contact: Oisín Doyle Assigned-to Company B Assigned-to (Client) Assigned-to Companies Change Ctrl: Aoife Murphy Billing Contact: Cillian Doyle Tech Contact: Eoin O’Shea People

Client. DB • 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, My. SQL, Ubuntu • LDAP interface to Email MUAs • Calendar interface in transition

Client. DB Schema DCU Billing contact Children ORI Change Controller Conor Furlong Sadhbh Woods Tech Contact Oisín Doyle Mater Dei Change Controller Tech Contact St. Pats Billing contact Clients Aoife Murphy Cillian Doyle Eoin O’Shea Contacts

Client. DB • 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