Producing Value With CRM: How i CRM Spotlight - Program Productions
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Think your workday is crazy? Try running more than 3,000 live sports and entertainment events a year. VP of Live Events Steve Spurlock shares how applying SMS and portal access – along with social media vision – to daily administration, expenses, crew assignments, and vendor management allows his successful event production company to manage more than 10,000 freelancers in creating seamless broadcasts of live sports and concerts.
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Producing Value With CRM: How i CRM Spotlight - Program Productions
- 1. Producing value with crm Steve Spurlock Vice President, General Manager Program Productions @ProgramProd #SugarCon
- 3. Program Productions and Sugar 3 • Live sports and entertainment production company produces 3,000+ events per year. • Customers: Major networks, media, brands - client list includes Big Ten Network, NBC Sports, Fox Sports, Turner and MLB Network. • Formerly used Outlook and Excel • Launched Sugar: 2013 • Partner: Highland Solutions
- 4. Why did we need CRM? • To improve workflow process and project management • To raise level of data integrity in environment of rapid changes • Create an environment of robust reporting and information visibility 4
- 5. i CRM TO… “…maintain my sanity.”
- 6. Implementation Intelligent utility that streamlines processes, reduces errors and contains costs 6
- 7. Implementation • ProCrewz does the heavy lifting: – Estimating production expenses – Event staffing – Freelance hiring – Travel costs – Calendar management 7
- 8. Module Customization • Rate Card: set contracted rates and benefits for freelancers in each city • Invoicing: pull labor detail from related job to create custom invoices and generate estimates • Positions: catalogs all crewing positions • Employees: W-2 freelancers list, highlights specialties and project history • Job Opportunities: Monitors events to track estimates and actual labor costs • Pricing/Expenses Module: Pricing on equipment rentals, includes cost vs actual • Estimated Labor: Estimates call time, crewing dates and scheduled hours • Labor Actuals: Records actual hours worked for invoicing and job records • Job Calendar: View of daily job activity 8
- 9. Portals • Freelancer: Access to documents related to the job, including crew lists, crew contacts, sign-in/- out sheets and trouble reports. • Client View: Displays all related upcoming events with option for detail view. Clients can pull reports for detailed job estimates and costs related to crew member names, call times, travel, etc. 9
- 10. Impact Steve Spurlock, VP of Live Events •Increased Productivity: “If it takes four hours to crew a job, instead of the six hours it used to take, you’re spending one-third less time on each job. In an eight-hour day, we can pick up two hours and get two jobs done instead of one-and-a-half.” •Decreased administrative costs: “We’re saving hundreds of hours each year using Sugar to build our jobs… we can do it in 1/3 to 1/2 that time because so much of the information is in the system: names, tax information, rates for major cities, union rules.” •Automated Invoicing: “I used to do all the invoicing myself. Being able to have all this information built into a system where all the calculations are done themselves and information is pre-generated, I have gained hours in my week.” 10
- 11. Impact Kelli Dora, National Crew Coordinator • Improved agility – When Minutes Matter Technical director was a no-show for a live broadcast “I had someone on the road in 45 minutes. With the spreadsheets system, it would have taken me at least a couple of hours.” 11
- 12. Moving forward with CRM • Social Media: Jobs board via portal that allows freelancers to see future jobs, and post their locations and availability each week. • Onboard sales staff • Integrate with payroll and financial system • Further expansion plans include: real-time portal support access, crew event notifications, back-office system integration, scheduling alerts and event request capabilities for clients. 12
- 13. Ideas to Produce Results • Develop intelligence – Automate where possible – Centralize information access • Leverage portals – Limited view for critical information – Input feeds automation and backend processes • Facilitate team agility – Empower to react faster, better when problems arise 13
Editor's Notes
- Introductory slide. It will be up as you are introduced.
- Share a bit of company history, drawing on your background as a longtime employee. Highlight the growth from small company doing Chicago events to national work. – Company History Over a quarter century Founded in 1982 by Robert J Carzoli Handle Chicago Events mainly supporting the convention services area When I started 1999-2003 Freelance 2003 Fulltime 4 million dollar a year with about 400 employees in Chicago – Wolves, High School Highlight Show, Convention Services work… Took over by son Robert E Carzoli – background in staffing Vision of growing staffing to a national level Grew to now around 30 million and still growing with over 7000 employees in the database, over 4600 sent W2’s last year HDNet now AXS.TV Mark Cuban gave us a chance nationally MTVG Fox Regionals Fox National Keep adding on… Other networks Truck Providers Production Companies Founded: 1982 Office: Lombard, IL Staffs about 3,000 live events nationwide per year Manages technical freelance staff of about 10,000
- Life before Sugar Excel spreadsheets and Outlook Calendars Multiple Tabs No single location for all of the data Storing workbooks Finding information on previous jobs Compiling payroll information Double entries of invoices (Spreadsheets and Quickbooks) No data integrity Formulas Mis-entered info Employee names and ID’s Larger Jobs and Multiple Event Days Culture of Crewing with Locals Changing the culture of Crewing to National Needed a system that would streamline so not to have to double staff Idea of creating a database False Start Importance of a good partner – Highland Solutions Storyboarding Use of Sugar as a platform to build off of Modules Talk briefly here about what life was like before Sugar - working out of Outlook and a spreadsheet with 15 tabs. Now using Sugar for administration, expenses, crew assignments, and vendor management through a portal. This is a good time to thank your partner: “We talked with Highland, and they came back and presented to us. They story-boarded everything and did all the what-ifs. It seemed as if there was no point in looking beyond Sugar when Sugar and Highland gave us everything we needed.”
- – Why did we need a CRM Improve workflow process Staff needs Reduce time One time entry of data Data Integrity Better Reporting Easy to find job history/data Help with compliance Overtime/40 hour work week ACA OSHA Reporting HR Other government agencies needing data States Federal Multiple Union Reports Benefits Pay Rules Non – Union Own set of rules just not enforced by contract Rate variances Employess may work multiple jobs in one week which every job has a different rate, union, non union… Customer information – provide better more accurate information to clients Crew costs Travel costs Additional Expenses This is the big picture of what you expect to accomplish by growing with Sugar. Coming out of your previous mention of the spreadsheets, you might discuss how Sugar helps your data integrity because it involves only one entry, instead of the 15 or so that used to be needed. Needed an application that could handle project management, and fast-paced, multiple changes for staffing, scheduling and dynamic rates that reflected subtleties of union/non-union rules that vary by market.
- – I CRM TO maintain my sanity small staff wearing many hats General Manager, VP, Board of Directors, no COO Also developing database A lot to do in a small amount of time Helps staff work more efficiently allowing me to move more off of my plate. Used to do all estimating invoicing myself Now staff can do it Used to have to double check all calculations
- All those integrations and customizations add up to ProCrewz. Internal name for customized Sugar system. Have a little fun here explaining who came up the ProCrewz name. Mention what it accomplishes in a general way but leave specifics for IMPACT slides
- – Evolution of a job in ProCrewz Client submits request for (EXAMPLE EVENT) Enter Job Information Name of Event Location Management Personnel/Crewer Job Needs Number of Days/Start and End Times Client Contact Choose from Contact Module Staffing Choose positions from proper rate cards/Rate Card Module Can be multiple rate cards Choose personnel from Employee Module Travel Travel Calculations and Entry Mileage – From employee home to venue and back Airfare, Hotels, Transportation, Parking, etc. Additional Production Expenses Module Trucks Transmission Other Equipment Estimates Invoices Payroll Reporting Job Costing Pick a sports event most people would know and explain about how you use ProCrewz to estimate your cost on that event.
- Talk about the challenge with union rules, and how the rate card module addresses that. Companies that deal with union rules in some places will benefit by hearing about how you built the rate card and the automated process in place. Others on your team reported that everyone used to come to you for rates, so share how this functionality helps you personally win back time. – Module Customization Rate Card Module Difference from typical employees to TV industry employees Rate differentials Invoicing Module Pulls data from jobs to generate estimates and invoices Positions Module Catalogs all crewing positions available for staffing Employees Module List of W-2 Freelancers and information on them such as location/market, positions able to work, documentation, etc. Jobs Module Pricing Expenses Module Contacts Module Customer Module Vendor Module Documents Module Importance of information Documents for all modules Job Calendar Visual reference of day to day job activity Highlight the modules that contribute to your ability to estimate jobs accurately . We’re in San Francisco, so maybe you might want to work up a short example of what it would take to crew a Giants game.
- Portals area a huge point in Sugar because they have the ability to relive time demands on customer service, sales and HR. – Portal Freelancer Access Point of Contact Tech Manager Access to job documents Point of Contact sheet Sign In/Out Sheet Exception Report Client Access Real Time access to job information Levels of access Executive/Admin Limited Overall job estimate Travel Estimates Crew Lists Side by Side crew comparisons across jobs Side by Side travel estimates across jobs Invoices Gives more access to crew management and clients to information needed Less emails and phone calls Access the information anytime 24/7 without having to contact our staff Easy confirmation of job status Discuss how portals can give users a sense that they can know what is going on with their work status or contract any time they want. Maybe provide an example of what a client – say, Fox Sports for a nationally televised football game – would want to go in and see on the Thursday before the Sunday game.
- [Take some time on this slide and the next as we talk about impact.] Saving hundreds of hours in building jobs and producing estimates. Increased productivity is the primary reason we came to Sugar -- so we didn’t have to add more people as we grew. And it is getting better as we add more features to the programming.” – Impact The total impact of the project is less time to complete more work. Total time to complete jobs is reduced. Less time having to track down information for client Easier to train new employees on work procedures Easier to understand and follow the process Can access from anywhere via the Web Don’t need to install special software Access via phones and tablets Improvements are constantly making a better experience for staff and customers
- You are a business that deals in seconds and time gates. Even when not producing a live event, your folks think in terms of seconds – especially when it comes to solving challenges. This seems like a good place to tell Kelli’s story about the Kentucky basketball game you were dong for Fox Sports. Opening night of the college basketball season, and she gets a call from the Fox ops guy saying the TD missed the 1p call. She called him at home. He said he messed up the dates and that he was six hours away. It was about 2p now and tipoff was at 7. Kelli went into ProCruz, sorted for TD within three hours of Lexington and got on the phone. “I had someone on the road in 45 minutes. With the spreadsheets system, it would have taken me at least a couple of hours,” she told me. Extend this though to how others might use Sugar to be more nimble in a crisis. – Kelli Dora Story Technical Director Late wrote calendar date incorrectly 6 hours away in Detroit needed to get to Kentucky Show started in less then 6 hours Used ProCrewz to find a closer replacement in 45 minutes filtered by markets to see who was closer Easier to search the database then excel or outlook contacts She made the TD drive for a while to make him sweat.
- – Moving forward Improvments for the future UPGRADE TO 7 In line editing!!! HUGE More staff tools for crewing 40 hour work week tracking Double booking notifications Client alerts of job status change Estimate Complete Crew Complete Invoice Ready Employee notices Alerts crewers when important notes about employee Location alert Restrictions No fly Customer requests Special rates Nicknames!!! Especially in south Skeeter Lil John Tom is Joe! Payroll Module Ability to adjust payroll without affecting invoice Integrate directly with payroll company More interaction of Sales with CRM, better collaboration Build out financial modules Ability to track finances internally and move away from outside systems and resources Quickbooks Access Social Network Enclosed network for system users to communicate Clients Employees Employees can maintain calendars for availability Eases searching for available employees Ability to automate job availability notifications Email/Text Freelancers in market about availability for jobs Creates open collaboration Ability to send communications out Job openings and needs Updated company info Training opportunities HR Notifications Company News It’s time to talk about your vision for CRM in coming years. The point of greatest interest here is likely to be social media. Talk about building this portal and how it would be used. Go long on this point and think about ways to relate it to other industries. Seems as if there is a likely crossover here for many HR departments. Heavily into social media. “We want to increase our crewing speed via social media. We have a system for text messaging, but we want to go bigger. We want to make an employee portal where they can sign in, maintain a work ca Integration with payroll system
- – Ideas to Produce Results Ultimate Goals More Automation Client access Job submissions and requests Auto entry of information still filled in manually today Tax rates Crewing/Management Fees Hour Breakdowns Payment Terms Client communication Better tracking of communication Improved service Less chance of missing something critical Employee communication Booking notifications Call times and call confirmations Employee availability via employee calendars Move everything to ProCrewz – No outside software Security Controls Ability to set levels of access Protect employee documents Give access to POC/Tech Manager to enter info Clients can submit info