CRM project – Stage 1 go-live and what’s coming next

The CRM project looks at how we establish and maintain exceptional relationships with our prospective and current students, and alumni.

More than just a new system, we will create better ways of working and deliver optimal and integrated services to our clients.

The CRM project has now reached a major milestone with our first stage (Foundation and Advancement (Alumni)) going live.

Through the introduction of Microsoft Dynamics 365 (our new CRM system), the Advancement team will be able to have more informed and engaged discussions with our alumni. By easily recording and accessing key information, the team are able to better understand alumni needs and preferences.

Turning an activity (previously known as an Interaction in Talisma) into a case

The Advancement team will use core functionality in Dynamics 365 including inquiry and case management. They will also see the introduction of new processes for their team including campaign management allowing the tracking of multiple events and activities under a single business goal/aim. It also sees the team harnessing technology effectively through SMS capabilities to proactively try to connect with lost alumni.

Creating a face-to-face activity via the timeline in a contact record
Event Registrations

A staged Agile approach is being used to deliver the project and we have been working hand-in-hand with the Advancement team to help them get ready for the change. A big thank-you to the Advancement team, specifically Craig Johnson (Advancement Product Owner) and Sarah Ansell (Director, Advancement), for their involvement in the project to date.

While the Stage 1 release marks a major milestone in the project, work with the Advancement team will continue as we refine functionality and processes.

Where to next?

A workshop with senior leaders and stakeholders has recently taken place to:

  • align the CRM project to the broader student lifecycle strategy
  • define future vision and needs for current students in relation to CRM
  • discuss and agree the implementation approach for Stage 2 (current students).

Workshops to review business processes and functional requirements with existing users of Talisma, student facing teams not currently using Talisma (including faculty teams) and academic staff will commence in April. These stakeholders will see communications go out shortly with more information about the workshops and the Stage 2 implementation approach.

 Stage 2 (current students) is anticipated to commence in April/May 2019.

More information

Please stay up to date with project news by joining our Yammer CRM project group. If you have any questions about the project, please contact Dallas Woolley (Project Manager) for further information.