Designing Urban Computing Applications

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Designing Urban Computing Applications charlene
chen, haas mba 09
October 21, 2008
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• Agenda
• Overview of Project
• Methodology
• Impact Analysis
• Lessons Learned

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How did I end up in Ghana and what was my mission?

• Good Morning Africa
• US-based non-profit whose mission is to alleviate
  poverty by empowering high-potential
  entrepreneurs and SMEs in West Africa
• BusyInternet
• One of Ghanas largest technology centers
• 72-seat internet café, ISP, SME incubator,
  event/conference hosting
• Internship
• Devise a strategy for Busy to grow and strengthen
  its ISP business through increased efficiency and
  improved customer service

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• Methodology
• Interviewed key stakeholders (management and
  representatives from the Sales, Client Services,
  Helpdesk, and Tech teams)
• Vendor selection (evaluation of top-rated
  open-source CRM software packages)
• Designed and configured SugarCRM
• Imported historical data into SugarCRM
• Designed 7 reports on Accounts, Trouble Tickets
  and Tasks
• Developed performance metrics for BusyCRM usage
  and accountability matrix for BusyCRM reporting

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(No Transcript)
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benefits of busyCRM
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client breakdown
Clients By Type of Service
Radio Clients By Bandwidth Package
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of sales leads logged
Weekly Average 15 Monthly Average 60
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breakdown of sales leads logged
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of trouble tickets logged
Weekly Average 40 Monthly Average 160
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breakdown of trouble tickets logged

• Clients Reporting the Most Issues
• Tata Africa (9)
• Dizengoff (6)
• Virgin Nigeria - Main Office (6)
• DAI(5)
• Socketworks (5)
• Unique Concern (5)

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lessons learned

• Change is hard get local buy-in!
• Identified a Sugar champion on every team
• Gave out Sugar MVP awards at all-hands
  meetings
• Technology by itself isnt enough!
• Revised call scripts and procedures
• Trained Helpdesk to improve phone and email
  etiquette
• Implementation sustainability leave a legacy!
• Created 10 How-to Handouts for Sales, Tech, and
  Helpdesk
• Trained over 25 employees how to use system
  properly
• Trained managers how to monitor and report on
  their teams Sugar usage
• Trained Tech Team how to administer/configure
  Sugar

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sales and client services team
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tech and helpdesk teams
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GMA/Busy management
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estelle akofio-sowah, managing director of
busyinternet