With the GDPR now a year away, businesses must be prepared for the changes to data protection rules that will become enforced in May 2018. The system at the centre of most companies data collection, processing and storage is their CRM. With this in mind, SeeLogic will release updates and best practice advice for optimising […]
CRM, GDPR and You: An overview from SeeLogic
With the GDPR now a year away, businesses must be prepared for the changes to data protection rules that will become enforced in May 2018. The system at the centre of most companies data collection, processing and storage is their CRM. With this in mind, SeeLogic will release updates and best practice advice for optimising CRM with the GDPR in mind. In this first article, we provide a general overview.
What is it all about?
The EU General Data Protection Regulation (GDPR) will become law in the UK, and across Europe, on 25th May 2018. This legislation lays down rules regarding how companies can use an individual’s personal data within the European Union. In the UK it will replace the Data Protection Act 1998.
What about Brexit?
Britain voted to leave the EU in July 2016 and invoked Article 50 in March 2017 to commence the parting of ways. However, the UK will still be a member of the EU on 25th May 2018, and any company trading in the EU must abide by the GDPR. In addition, the Information Commissioner’s Office have said they will retain the regulations as set out in the GDPR even when Britain has left the EU. Brexit doesn’t make any difference. You will still need to be compliant.
What does the GDPR mean for you and your business?
The GDPR document runs to 220 pages detailing the rules and regulations that must be followed or face hefty fines. The fines for non-compliance will be up to €20,000,000 or 4% of global turnover. That is enough to put most SMEs out of business.
So, what are the key issues?
The major issues are Consent and the Right to be Forgotten.
A company is required to prove it has consent to contact an individual. This means you must be able to prove that an individual has deliberately and specifically opted in to receive your material. It will not be acceptable to pre-tick opt-in boxes in small print hidden away so that it’s not noticed.
You must also state clearly, at the point of collecting a person’s data, what that data will be used for. For example, for marketing, for product support, or for accounting purposes.
And, of course, individuals on your list must be able to opt out of being contacted at any time.
Right to be Forgotten
The Right to be Forgotten requires you to remove all trace of an individual when they request it. And this doesn’t just mean deleting them from your contact database but also from any other files that may have been archived.
There are eight rights outlined in the GDPR, it is important to be aware of the implications for all of them, we recommend reviewing the latest legislation here: https://ico.org.uk/for-organisations/data-protection-reform/
How can your CRM help?
Many companies hold personal data on their customer relationship management (CRM) system. This data may have been manually entered, it could have been annotated with notes following visits or phone calls.
Your first consideration will be to clean up your existing data. Ask yourself where did this data come from, is it still valid, and do you still have permission to contact this person?
Then you need to have processes in place to ensure that future data is collected with specific opt-in permissions, with all activity date stamped. You must be able to demonstrate accountability for all activities.
If you are running an older on-premises version of a CRM, it may require modifications to fields or work flows in order to be compliant with GDPR. For your own peace of mind, it is important to check the functionality, as well as whether your existing data is compliant. If you are running a highly customised CRM, be aware it may require more time and resource to update.
Microsoft is confident that anyone signing up for their cloud services, will fully comply with the data security aspects of GDPR. Microsoft is providing continual information on the GDPR, which includes a shared a 5-step plan to begin the journey to data compliance:
Identify what personal data you have and where it resides
Manage how personal data is used and accessed
Establish security controls to prevent, detect, and respond to vulnerabilities and data breaches
Action data subject requests and keep required documentation
Analyse your data and systems, stay compliant, and reduce the risk of being fined
If you have any doubts about your current CRM system, or you don’t have an existing CRM system at all, then contact us today to discuss your requirements. We can help you find the best solution to manage your customers’ personal data.
Download our exclusive White Paper: GDPR and Your CRM System
In this report we explore details of GDPR, the importance of CRM systems and practical steps to take. We asked our customers to pose us their burning GDPR questions which we put to legal experts and answered. You can find out more here.
Don’t miss out, download the report today. Sources and useful reading:
CRM, GDPR and You will be a series of articles designed to explore more of the issues and solutions surrounding data regulation changes.
This article has been pulled together to provide a general overview of the GDPR and considerations with CRM technology. It is not intended to be an authority and does not replace the need to read and understand the full GDPR guidelines. All information was correct as of 24th May 2017 but may be subject to further legislation change.
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IBM and Salesforce announce new partnership
Video of IBM & Salesforce agreement from Salesforce YouTube channel posted 21st March 2017
IBM and Salesforce announce new partnership!
IBM and Salesforce recently announced a new partnership that will be a landmark agreement. It will bring huge benefits to customers with smarter data insights that scale. The partnership sees the two technology leaders bring together their AI solutions. With Salesforce Einstein and IBM Watson working together, customers will be able to get smarter, faster decisions across sales, service, marketing, commerce, and more.
You can find out more by watching the video below or visiting here. The technology leaders claim that together, Watson and Einstein will ingest, reason over and derive recommendations to accelerate decision making and drive greater customer success.
Comments on the partnership
Ginni Rometty, chairman, president and chief executive officer, IBM, commented: “Within a few years, every major decision—personal or business—will be made with the help of AI and cognitive technologies.” He continues “This year we expect Watson will touch one billion people—through everything from oncology and retail to tax preparation and cars. Now, with today’s announcement, the power of Watson will serve the millions of Salesforce and Einstein customers and developers to provide an unprecedented understanding of customers.”
Marc Benioff, chairman and CEO, Salesforce, commented: “The combination of Einstein and Watson will make businesses smarter and our customers more successful.” he continues: “I’m thrilled to form an alliance with IBM—no company’s core values are as close to Salesforce’s as IBM’s. It’s the best of both worlds.”
Initial features of the partnership
Initial features of the partnership will include:
- Predictive Insights through integration of Salesforce Einstein and IBM Watson
- IBM Weather Insights for Salesforce
- IBM Application Integration Suite for Salesforce
- Bluewolf Dedicated Consulting Services and Expertise for Cognitive Solutions
If you are considering a new CRM or Marketing Automation platform and are interested in having a demo of Salesforce or IBM Marketing Cloud, please contact us.
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SeeLogic visits BETT 2017 show
On Friday 27th January I visited the BETT 2017 show at the ExCel centre in London. The BETT show is a large four day event with the mission to build a better future by transforming education. It was a vast conference with a bewildering number of forums, discussions and stands. It was my first visit and I was astounded by the scale. I was also totally inspired by the technology and mission to put awe into learning. As SeeLogic is both a re-seller of leading IT provision and occasional developer of own solutions, it was important to see how software can be used to the fullest and keep an eye on latest innovation. With such a big conference it was tough to see everything, here are some of my key highlights below:
- Eric Sheniger’s hugely engaging talk on “Inspiring Students: How technology can put awe back into learning”.
- The STEAM village where pupils and older visitors alike could program Raspberry Pis, code machines or build robots.
- Microsoft is a major partner of BETT and they had a number of great stands: The maker area in the STEAM village, the class room with informative talks and the Partner Campus.
- Google for Education has a mission of bringing a range of services to educators. They had a busy classroom all day.
- Heston Blumenthal’s advice in his talk that everyone is creative they just need to break free from the fear of failure.
- The sheer scale of EdTech products and solutions available.
I left BETT 2017 feeling energised, inspired and excited, if a little way-laden with all the hand outs I was carrying. I highly recommend it to others.
Some rather blurry photos taken at #BETT2017 on Friday 27th January.
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Bikes, Quokkas and Digital Transformation…
I was lucky to spend Christmas & New Year in Australia with family. While away I noticed a great example of digital transformation which I wanted to share.
No visit to Perth is complete without a trip to Rottnest, an island some 18KM off the coast of Freemantle. It is home to dugite snakes, ospreys and quokkas, possibly the world’s cutest animal. A small macropod and only member of the Setonix family, the quokka exists no where else in the wild but Rottnest. Called Wadjemup by the local Nyoongar tribes, Rottnest (literally “Rat’s nest”) was named by a Dutch sailor after mistaking the quokka population for giant rats…
Meet the Quokkas…
But I digress, Rottnest is now a summer playground where tourists arrive to cycle the island, snorkel the beautiful waters, hike and bird watch, paddleboard, surf and take the obligatory quokka selfie. A traditional visit to Rottnest often meant queuing at the bike rental shop in long, chaotic fashion. Most ferries arrive at similar times and people head straight to the bike rental. Frantic workers would try to match bikes to people and payments and deposits and sign all the hired items out.
But not this time. The entire store has been improved thanks to a new digital system. Customers register on tablets for what they want to hire while in the queue. Payment is made at separate EPOS units, bikes are organised in size and customers can help them selves or wait for help. All the items for hire now have bar codes which are scanned out and back in quickly. Tracking the whereabouts of inventory and keeping a maintenance record must be so much easier now.
I did think how the new field service module for MS Dynamics would be the perfect accompaniment to all this tracking but stopped short of inquiring on what they were using, it was a holiday after all. I was really impressed to see how digital transformation had improved experience for customers and staff on a tiny island in the Indian Ocean. Great inspiration for 2017.
If you want to find out more about the Digital Transformation services we offer, please click here
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Customer Trail Blazer
How to become a customer trail blazer
In this video first published on 6th October, Marc Benioff and other industry giants talk about the future of customer engagement. A key feature of the talk was Salesforce’s new AI suite Einstein which will change how employees in all areas of business will engage with customers. Marc also discusses the cloud, IOT and mobility. The video is taken from the Salesforce main keynote at the 2016 Salesforce Summit.
If you’d like to find out how Salesforce can help your business grow, please contact us.
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Feedback from FELTAG16: How far has FE digitally transitioned?
The FELTAG16 conference “Effectively Transitioning to Digital Further Education” was held in London on 28th September 2016, organised by Inside Government. Below is a summary and round up of the main points from the perspective of a technology supplier.
SeeLogic is working with an increasing number of education providers and as such, has developed a specific FE CRM solution. We are experts with CRM and have lots of experience of the challenges of CRM within an education context. However, it is important to understand the wider digital strategy and future direction of the sector. FELTAG16 presented a great opportunity to listen to challenges, progress and requirements from FE senior management.
What is FELTAG16?
First of all, what is FELTAG16? FELTAG stands for Further Education Learning Technology Action Group and was set up in 2013 to ensure the effective use of digital technology in learning, teaching and assessment in Further Education and skills. The group reviewed six work streams based on themes such as learners, investment and capability. The report published in October 2014 identified a number of recommendations to enable the system to become continually adaptive to technology. FELTAG16 was a gathering of FE leaders to discuss progress and share case studies since the initial report.
“Books will soon be obsolete in the classroom”
So said Thomas Edison in 1913, as pointed out by a speaker in one of the morning’s session. FELTAG16 was kicked off with sessions from Institute of Education, The Association for Learning Technology (ALT), JISC and D2L Europe LTD. Paul McKean from JISC made several references to the Science and Technology Committee “Digital Skills Crisis” report. These included:
- The UK needs another 745,000 workers with digital skills by 2017.
- 90% of jobs require digital skills to some degree.
- The skills gap costs the economy around £6.3 billion a year in lost income.
Buns vs Bytes
The following sessions centered around case studies from the sector together with a review on how well the recommendations have been implemented. A speaker from Heart of Worcestershire College spoke enthusiastically about the blended learning consortium and the economics of scale he called “buns vs bytes”. Member colleges were able to access £370 million worth of learning and content development for only £5k a year.
There was a engaging discussion between Bob Harrison and Bryan Mathers, reviewing the six streams of FELTAG. They shared their thoughts on the progress as part of a ‘Bob’stead report. There was a great deal of participation from the audience with examples of positive action. In one example, a college had invested in charging lockers and actively encouraged a BYOD (Bring your own device) approach. They reported mixed success. Some learners did not bring devices and lessons did not incorporate devices as much as hoped. However, this college was pleased that BYOD was now very much front of mind with all staff. There were similar examples of digital strategies however, overall if was felt that there was room from improvement.
“We are preparing students for jobs that don’t even exist yet”
The afternoon and final sessions showcased more case studies on the different approaches taken to increase digital technology around campus and in the classroom. The different approaches highlighted a challenge raised at the very beginning of the day. There is a lack of continuity in approach between education providers.
A presentation towards the end of the day from Portsmouth College provided a case study on how they have used Apple devices in the class room for 1-2-1 learning. A slide showed two pertinent statements on the impact of technology. “We are currently preparing students for jobs that don’t even exist yet” and “If we are not careful, we will be preparing students for jobs that will cease to exist”.
In conclusion, it was a very interesting conference and there was a great deal more content than could fit into a short blog. You can find more updates from #IGFELTAG16
To read our white paper on FE and CRM please click here
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Best CRM Software Consultants 2016
SeeLogic has won Best CRM Software Consultants 2016 – Buckinghamshire. Corporate Vision magazine voted for the accolade due to their annual Technology Innovators awards.
About the awards…
Corporate Vision are dedicated to working around the clock to shine a spotlight on the brightest, best performing and most deserving companies from around the business world. Furthermore, a network of respected industry partners decide winners by a combination of votes. While the Corporate Vision own rigorous in-house research team analyse results. Finally, this is all performed by their dedicated network of industry insiders and corporate specialists.[/vc_column_text][vc_column_text]Each award is carefully scrutinised, from a nominee’s region to their performance over the past 12 months. This follows days of careful review of their commitment to innovation, their methods and even their competition.[/vc_column_text][vc_column_text]SeeLogic is delighted to be recognised for expert CRM consultancy and commitment to innovation in technology as a result.
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Exclusive Whitepaper: Creating Efficiencies and New Opportunities within FE through CRM
Why consider FE CRM? With the Further Education sector recovering from five years of government funding cuts. Institutions are under pressure to do more with less whilst finding new revenue streams to improve the quality of education and the services provided. This means that adoption of the latest technology is essential to enable FE colleges and academies to work smarter – not only to increase efficiency and generate more revenue, but to improve student engagement and learning outcomes.
In this report on FE CRM, we look at some of the challenges faced by FE solutions and how stakeholder relationship management tools (or CRM) can be used to overcome these both quickly and cost-effectively, whilst providing a flexible solution with scope for future scalability.
The FE CRM whitepaper contains information on:
- Attracting new students
- Improving learning outcomes
- Achieving more with less
- Creating new revenue streams
To download this report, please enter your details below:
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FE CRM Solution
Not just for business – how CRM is creating new opportunities within further education.
If you work in further education, you could be excused for thinking that customer relationship management systems (CRM) are just for businesses. However, replace ‘customer’ for ‘student’ then suddenly, CRM becomes hugely relevant and presents a wealth of untapped opportunities for FE institutions.
Imagine a scenario where you could engage with prospective students, build a profile of them and then automatically follow-up with timely and relevant communications based upon their interests and behaviours. Wouldn’t it then be great if once students enrolled, you could continue capturing information at each stage of their journey through the college, such as; their attainment levels, learning styles and communication preferences in order to provide personalised learning and work experience to improve learning outcomes? And, what if once the students had left the college, you could continue to stay in touch and connect them with further training and opportunities relevant to their careers?
Well, just as businesses use CRM to manage all of their stakeholders, FE institutions can use CRM to provide 360° student lifecycle management to; increase enrolment, improve student experiences and nurture relationships with alumni as well as industry in order to open up new sources of revenue.
SeeLogic has developed both complete and integrated CRM solutions to help colleges make the most of their relationships.
- An intelligent marketing platform allowing communications to be automatically be sent based on a variety of triggers
- A single depository for student information, allowing different departments to share knowledge – increasing efficiencies and providing valuable insight to help provide a better quality service
- A recruitment portal allowing employers to source relevant students based on their chosen study areas and experience
- An alumni portal to allow past students to stay in touch and find out about further study opportunities
- An online facility booking portal, allowing colleges to book out unused facilities such as’ lecture theatres, gyms and halls to businesses and the public when not in use to generate new sources of revenue
“By implementing CRM we were able to gain more apprenticeship opportunities by connecting with more alumni and understanding what companies need and what opportunities are available by analysing the data to a greater level of segmentation and detail.”
Tim Keighley, Executive Director of Business Development – Aylesbury College
How our FE CRM solution can help your institution
For a no obligation discussion about how CRM could help your institution make the most of its relationships, contact our friendly team on 01296 328689.
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What’s the right CRM for your organisation?
Discover which CRM product is the best fit for your business
At SeeLogic we specialise in the selection and implementation of Customer Relationship Management (CRM) systems and we understand that every business has different requirements.
The industry leading CRM products that we offer (Salesforce, Microsoft Dynamics CRM, Sage CRM and Infor CRM) can all be deployed either on-premise, in the cloud or on mobile devices and there are a number of ways you can acquire these systems, either by outright purchase, “per user per month” rental payments or on a software as a service (SaaS) basis.
Gain a good understanding of what CRM products do
So, how do you choose which application and deployment type is the best fit for your company?
Take a look at our product chart below and contact us to find out more!