Customer Relationship Management

Overview

VUMC IT Customer Relationship Mangers (CRMs) maintain a relationship between IT and the business, and increase the value realized from IT assets, investments, and capabilities.  Your CRMs are responsible for understanding the business, assisting in the prioritization of projects, ensuring that projects align with the technology that provides maximum return on investment. VUMC IT CRMs are connectors, orchestrators and sometimes negotiators.  Your CRM is a liaison between IT and the business units as well as a trusted advisor to the business unit by building that trust through transparency, expert communications, and issue resolution.

Have an IT question or new IT project?

When should I contact a CRM vs Help Desk?
 

When I... CRM Help Desk
Need help selecting a vendor -
Need a new server -
Can’t get connected to VPN -
In need of a departmental application -
Trouble logging into your computer -
Requesting storage -


How do I contact a Customer Relationship Manager?

Contact the VUMC IT Customer Relationship team at itconnect@vumc.org.

The mailbox is monitored 7am to 5pm CST Monday – Friday.  Email received after hours will be addressed the following business day. If this is an emergency contact the Help Desk at 615-343-HELP (4357).

Meet the Team

Colleen Egan | Director

Colleen leads VUMC IT's Relationship Management team, a team
dedicated to building trusted relationships with VUMC stakeholders through
transparency, expert communications, and issue resolution. The Relationship Management team focuses in four core areas:

  • Administrative department/ Non-Clinical Applications
  • Outreach and acquisitions
  • Enterprise applications, Vendor Selections, and Analytics
  • Technical Alignment

Together, these areas provide the framework for reciprocal engagements 
between VUMC IT and the greater VUMC community. 

Before joining VUMC IT in 2018, Colleen developed a nationwide IT audit
preparation program for a 79-hospital network after having led both at 
the local and regional levels. Prior to that, Colleen established her career 
at VUMC as an electronic medical records project manager, advancing to
IT Manager overseeing the go-live and day-to-day support for VUMC's first
outpatient satellite facility (One Hundred Oaks), and managed service 
delivery of telecom and desktop support services for the medical center. 

Colleen has a Bachelor of Science from Vanderbilt University and an MBA 
in Technology Management from University of Phoenix. She is a Business 
Relationship Management Professional through the BRM Institute and 
participates regularly in the Women in Technology of Tennessee organization
as a mentor and repeat presenter.
 

Colleen profile picture

Customer Outreach & Acquisitions

Larry Byrd | Unique Belot

  • IT Forum for Independent Service Providers (ISPs)
  • Mergers & Acquisitions
  • Liaison to clinical areas for guidance and/or navigation of IT processes and procedures
  • Management of the ITConnect@vumc.org inbox
  • Targeted Project Outreach
Larry Profile pic    Unique profile pic

Vendor Selection, Enterprise Apps, Analytics

John Watkins | Samy Ayoub

  • Vendor Selection and RFP process
  • Intake and Governance process for applications that will serve the VUMC Enterprise
  • Customer Surveys for VUMC IT Help Desk tickets
John Watkins Profile pic     Samy profile pic

Administrative Departments / Non-Clinical Applications

Jeremie Smith | Deanna Lawley | John Miller
 

  • Non-Clinical Applications Governance meeting and process
  • Strategic relationships to administrative departments:
    • Human Resources
    • Finance and Treasury
    • Medical Center Development
    • Supply Chain
    • Strategic Marketing
    • Medical Center Administration
    • Office of Faculty Affairs
    • Office of Legal Affairs
    • Risk Management
    • Health & Wellness

Jeremie Profile pic     Deanna Profile pic     John Miller profile pic

 

Technical Alignment

LaShawn Shaw | Linda Smith | Kelvin Parker
 

  • Application Transition process
  • VUMC IT Infrastructure Governance
  • Liaison for VUMC IT and VEC Internal Request
  • Desktop Governance
  • Liaison for all Office of Research requests
  • Market and internal application searches to help determine if in-house solutions can be explored before performing vendor searches
Lashawn profile pic       Linda profile pic        Kel profile pic


Still don’t know where to go? Contact a Customer Relationship Manager.
Email itconnect@vumc.org