successful crm in hesales pipeline management employer management candidate/vacancy management...

Successful CRM in HE

John Drew Director of Sales, Tribal Dynamics

Agenda

Crimson Consultants Tribal Dynamics

The HE CRM landscape

Challenges of Digital Transformation

Tribal Dynamics Approach

Case Studies

Key to success

11 July 2019 RESTRICT © Tribal Group plc 2

SiloedData Sets

© Tribal Group 2018 PROTECT

The Problem

Multiple Departments

Different Customer

TypesImprove Student

ExperienceBusiness

Intelligence

Improve Customer

Service

Sensitive Data

Recruitment Targets

Multiple User Types

Manual Processes

© Tribal Group 2018 PROTECT

“…we need a CRM…”

“…digital transformation…”

The Solution

Data warehouse / Business Intelligence Tools

5

Multiple CRM scenarios in higher education institutions – multiple customer records

Mobile / Web Applications

Service Bus

Student Record System

The Landscape in HE

Student Recruitment / Lifecycle Management

Commercial CRM

MAXIMIZER CRM

ZOHO CRM

ellucianHOBSONS

radiusORACLE

Multiple point to point solutions across departments causing integration challenges

Data warehouse / Business Intelligence Tools

Mobile / Web Applications

Service Bus

6

Student Record System

Student Recruitment / Lifecycle Management / Tactical Solutions

Commercial CRM

MAXIMIZER CRM

ZOHO CRM

ellucianHOBSONS

radius

Eventbrite

InPlace

CareerHub

hootsuite

ORACLE

GeckoLabs

The Landscape in HE

Joined up Student Lifecycle Management and Business Engagement

Student Record System

Data warehouse / Business Intelligence Tools

Mobile / Web Applications

Service Bus

7

Enterprise CRM

Student Lifecycle Management Business Engagement

MarketingStudent

RecruitmentSchools Liaison

Open Day / Events

Admissions Management

Student Welfare

Business Development

Event Management

Employability Placement Management

Enterprise CRM

Student Recruitment / Lifecycle Management / Tactical Solutions

ellucianHOBSONS

radius

Eventbrite

InPlace

CareerHub

hootsuite

ORACLE

Challenges of Digital Transformation

Processes involving non-administration staff− Academics

− Student Ambassadors

Complexity of Business Applications

License Costs

Self Service

© Tribal Group 2018 PROTECT

Challenges of Self Service

Multiple source systems

Multiple portal technologies

Multiple roles throughout lifecycle

Device agnostic – web / mobile

© Tribal Group 2018 PROTECT

Tribal Dynamics

Our approach

© Tribal Group 2018 PROTECT

© Tribal Group 2018 PROTECT

“…to create a true enterprise-wise CRM appropriate for the Education Sector…”

Our Approach

Enterprise CRM for the Education Sector

Functional accelerators which offer departmental functionality

360o view of a student or customer

Align to modern IT strategy across the sector

Building complementary functionality to the core Student Management System

Product Vision

Built on a STANDARD PLATFORM

Student Lifecycle ManagementFocusing on the student’s journey from initial contact through to graduation and becoming part of the alumni base.

Business EngagementProviding commercial functionality for relationship management with key commercial partners and customers.

Enterprise CRM

Student Support and Welfare

Student Lifecycle Accelerators

Placements*

Marketing

Student Recruitment

Student Recruitment

Event ManagementEvent Management Venue Management

Placement Management

Placements Portal

Admissions

Admissions Management

Admissions PortalRecruitment Offline App

Event AppEvent Portal

Student Portal

Alumni and Fundraising

Alumni Management

Donor Management

Fundraising Campaign

Management

Schools and Colleges Liaison

Schools Database

Edubase/GIAS Integration

Crimson Integration Connector

Microsoft Dynamics 365 Microsoft Portals PowerApps App

Student Lifecycle Management

15

Business Engagement Accelerators

Placements*

Marketing

Enquiry Management

Commercial Enquiry Management

Event ManagementEvent Management Venue Management

Placement Management

Mentor / Employer Portal

Employability

Employer Management

VacancyMatching

Event AppEvent Portal

Business Development

Opportunity Management

Sales Pipeline Management

Employer Management

Candidate/Vacancy Management

Microsoft Dynamics 365 Microsoft Portals PowerApps App

Business Engagement

Completing the Digital

Transformation: PowerApps

© Tribal Group 2018 PROTECT

Connect to Common

Data Model or existing

systems/data sources

Microsoft PowerApps is a service for creating and

using custom business apps across platforms

Build apps, forms, and

workflows without

writing code

Publish apps

instantly for web

and mobile

18

PowerApps: a low-code approach to building apps

Canvas App

User experience led

Build apps that deliver specific tasks

Support light users

Complete digital transformation

© Tribal Group 2018 PROTECT

© Tribal Group 2018 PROTECT

Take an Enquiry

Liaise with Academic

Academic Responds

Update Enquiry

Enquiry Closed

Example: Digitising Student Enquiries

© Tribal Group 2018 PROTECT

ENQUIRY CAPTURE

EVENT MANAGEMENT VIRTUAL QUEUE

Build to enable recruitment staff to:

• Record prospectus requests

• Take Enquiries

• Record prospect information

Enable staff at events to:

• Register new delegates

• Mark attendance

• Scan bar codes

Enable students to take a virtual ticket for support queues.

Run in booth mode.

Canvas Apps – Other Examples

Provide Self Service Capability:

Microsoft Portals

© Tribal Group 2018 PROTECT

Self Service Examples:Student Support

© Tribal Group 2018 PROTECT

Self Service Examples: Applicant Portal

© Tribal Group 2018 PROTECT

Self Service Examples: Events

© Tribal Group 2018 PROTECT

Case Studies:Successful CRM

Cardiff UniversityStudent RecruitmentStudent Welfare

Sheffield HallamEnterprise CRM

Bournemouth UniversityEnterprise CRM

Derby UniversityEnterprise CRM

Swansea UniversityEnterprise CRM

University of BristolStudent RecruitmentStudent WelfareEvents Management

Liverpool John Moores UniversityEnterprise CRM

Implementations delivering success….

Kingston UniversityCfGE PortalWelfare & WP

Durham UniversityAdmissions ManagementStudent RecruitmentBusiness Engagement

University of YorkStudent RecruitmentEvents Management

© Tribal Group 2018 PROTECT

Key to success…

Not technology.

People make project a success.

“One of the biggest benefits of the CRM system is the ability to see all enquirer, applicant and engagement data in one place. This allows us to put our energies into the right projects. These digital advances have allowed us to enhance the personal service we are known for.”

© Tribal Group 2018 PROTECT

Megan McFarlane, Enquiry & Conversion Manager

Questions

John DrewDirector of Sales, Tribal Dynamics

john.drew@tribalgroup.com

© Tribal Group 2018 PROTECT