Project Status
The CRM Project is approaching completion with the bulk of work now delivered. The team are working on remaining items critical to completion before the conclusion of the project in November 2021.
Future Students to Benefit
The project will have a significant impact on how the University supports prospective students and their communities. Some improvements are:
- The Charles Sturt Advantage application process will move from Talisma to Dynamics which will improve the application experience.
- Integrated phone, SMS, and chat system.
- Forms and enquiries are better connected eliminating several manual data entry tasks
- Ability to enter, track, and report on school visits requested and completed allows for cross-unit collaboration
- Functionality to manage relationships in a way which supports TEQSA compliance
- It will be easier to track communications with our future students, giving them more control and input into how they like to receive messages from us.
- Integration to Marketo will mean we have more timely access to information, making it more accurate so that messages to our future students are more relevant and targeted.
- Improved intelligence around campaign automation to support future students getting information they want, when it is helpful.
- The HDR EOI process will move from a .pdf form to a request in Dynamics. This will improve the application experience for our potential HDR students.
Staff Wins
Teams have observed immediate benefits from adopting Microsoft Dynamics in our Future Student space. Examples include:
- Contact to Acceptance ratio of 60.4% (highest recorded for the staff member)
- Estimated can now work 25% faster than with previous CRM
- Improved ability to track and manage high-volume workload, reducing the risk of missing important communications
- Increase chat functionality on 16 online course brochures and 3 study landing pages leading to increase in chat enquiry volumes.
- Appointments are easier to follow up with relevant information on-hand to support conversations.
- Accounts records and Organisation contacts support staff with maintaining relationship with external organisations and stakeholders. Removing the need to track this information within spreadsheets.
Celebrating Success
During COVID-19, the project delivered successful training and change management whilst most of the workforce was working from home.