CRM Presentationto Open Community May 232006

Project Fusion - ISISPresentation about a CRM Solution: 

Project Fusion - ISIS Presentation about a CRM Solution May 23rd, 2006 Presented by Denise St. Jean

Objectives: 

Objectives What is CRM? Who are our clients? Meeting Vision 2010 Benefits and Impacts of CRM Campus Consultation Implementation Strategy andamp; Task Force Recommendations ISIS Project Costs

ISIS and Client Relationship Management: 

ISIS and Client Relationship Management RA01 - Client Relations Management RA04 - Integrate imaging and document management into the admissions process RA07 - Review of Financial Aid and Bursaries Processes SS01 - Review of Communication with Students SS05 - Improvements to existing registration tools and processes SS07 - Review of the Registration Process to identify best practices OIS09 - Implementation of a single standardized way of representing a program of study OIS23 – Infrastructural changes to the SIS

CRM (RA01) Project Summary: 

CRM (RA01) Project Summary Researching CRM in higher education Visits to several U.S. Universities to see CRM in Action Meetings with numerous stakeholders to obtain buy-in: SEM, Graduate Studies, SASS, Housing, Sports Services, Finance, International Office, Alumni and Development, Computing and Communication Services and so on. RFP posted on MERX, bidders’ conference held and 2 vendors replied. User demonstrations held (stakeholders attended). Vendor evaluation and recommendation completed. Recommendation approved by the ISIS Management Committee.

What is CRM?: 

What is CRM? Client Relationship Management (CRM) is: A business strategy Enabled by software tools and technologies

The CRM concept is recognized and practiced on our campus…: 

Enrollment management Recruiting and working with student prospects, parents and counsellors Gee Gees boosters !!! Alumni 'friend-raising' Legacies Co-operative employers Executive education Major grant preparation Brand management Distance learning One Stop/No Stop Service Alumni networking The CRM concept is recognized and practiced on our campus…

Who are our clients?: 

Who are our clients? Students Professors Faculties Services Organizations Companies 'University Community'

Meeting Vision 2010: 

CRM Chat Self-Service Portal Email Response Campaign Phone KnowledgeBase Letter Communication Faculties Services University Relations Resources SIS ERP Legacy Systems 3rd Party Database Web Meeting Vision 2010

Benefits and Impacts of CRM: 

Benefits and Impacts of CRM Significantly Improve Student Satisfaction Provide Superior Insights into Students’ Wants and Needs Substantially Lower Operating Costs Deliver Competitive Advantages

Benefits and Impacts of CRM (cont’d): 

Benefits and Impacts of CRM (cont’d) Significantly Improve Student Satisfaction Global View of Student Contacts - Improved access to information about all University of Ottawa students. Example: Liaison for VIP Students andamp; Graduate Studies Multi-channel Communication – Consistent messages across university sectors Example: Campus communication

Benefits and Impacts of CRM (cont’d): 

Benefits and Impacts of CRM (cont’d) 2. Provide Superior Insights into Students’ Wants and Needs Personalization Example: Graduate Studies (prospects or alumni) Targeting – ability to focus efforts, staff, and resources on high-value candidates Example: Immersion

Benefits and Impacts of CRM (cont’d): 

Benefits and Impacts of CRM (cont’d) 3. Substantially Lower Operating Costs Proactive Service Delivery Example: The 'dreaded line-ups' at Financial Aid andamp; Awards Rapid delivery of service to students Example: Student Calls and In-Person Visits

Benefits and Impacts of CRM (cont’d): 

Benefits and Impacts of CRM (cont’d) 4. Deliver Competitive Advantages Self-Service – exceeding student expectations Example: Registration Support through 'Chat' Measurement of Results – timely and flexible end-user and management reporting capabilities

Campus Consultations: 

Campus Consultations Main Consultations: Vendor Demonstration during RFP Process Presentation to Faculties Presentation at Recruitment Retreat Open Campus Demonstration (today) …informal discussions and interviews 91 participants to date Strategic Enrollment Management Faculties (all 10) Services (Coop, SASS, Sports Services, Housing, Finance, Immersion, International Office, Institutional Research andamp; Planning, Internal Audit, CCS) Others (Office of the President, Organizational Effectiveness)

Slide15: 

Implementation Strategy of the CRM Software These phases are subject to change. The implementation strategy will focus on groups ready to join the initiative.

Phase 1 Implementation :Prospect to Pre-Enrolment: 

Phase 1 Implementation : Prospect to Pre-Enrolment

Appendix B: CRM Task Force: 

Appendix B: CRM Task Force