managing relationships in education with crm 3download.microsoft.com/.../wa_crm_in_schools.pdf ·...
TRANSCRIPT
Managing Relationships in Education with CRM 3.0
Presented by: Mark Ehlers, CRM Consultant
Date: Friday, 30 March 2007
What’s On The Agenda Today
Power Business Systems Partnership Strength
New Choices for Managing Relationships with MS CRM
Education Benefits with Microsoft CRM
Customer Relationship Management with MS CRM
Managing Contacts
Correspondence Tracking
Scheduling
Plug-ins for Maze and Integris
Demonstration
Power Business Systems Est. 1986
CRM and ERP Business IntelligenceSoftware Development
.Net
Java
Cold Fusion
Mobile
Technologies
Microsoft
Dynamics
Sage Accpac
Pronto
SQL Server
Crystal Reports
Business Objects
Power Business Systems Success
Small Businesses Large EnterprisesMidsized Companies
How to Manage Customer Orientated Challenges?
Creates a customer-
focused culture
An end-to-end process that allows you to have a single view about each
student
Helps your employees analyze and
action enquiries and information
Makes it easier for employees to
collaborate internally and externally
A Winning
CRM Strategy
How is CRM Different from Contact Management?
Customer-Centric• Contact Management AND Correspondence Tracking, List Generation,
Fundraising Management and Advanced Find features
Process-focused• Workflow drives consistent execution and improves transparency
Team-oriented• Collaborate with others inside and outside of the school or department
• Schedule and brain-storm internally and externally
What Do Institutions Need From CRM Systems?
Reliable user adoption
Great fit
Fast, flexible, and affordable technology
New Choices For CRM Systems Today!
Yesterday’s ChoiceComplicated CRM
Systems That You Own
Generic Hosted
CRM That You Rent
Microsoft Dynamics CRM
Customise to Your Needs
Easy to Get, Easy to Use – At school and/or Hosted
Today’s Choice
Heavy, complex,
and expensive
Basic but
“easy to get”
Education needs
something in the
middle
The Power Of An Integrated Solution
Sales Service
Marketing
Service-oriented
architecture built
on industry standards
Easy for users to adopt
Easy for IT to manage
Deploys on-premise
or hosted
A complete CRM suitethat utilises the
power and productivityof the Microsoft platform
• Works the Way Technology Should
– It’s fast, flexible, and affordable
Key Benefits Of Microsoft CRM
• Works the Way You Do
– It’s an easy and natural wayfor your people to use CRM
• Works the Way Your Organisation Does
– It can be tailored to fit each School or Tertiary Institution and their needs
Microsoft CRM | Works the Way You Do
• Native Microsoft
Outlook Folders
& Command Bar
• Automatic
calendar,
contact, task and
synchronisation
• Quick views
of relevant
information
Drivesales,
service, and marketing right from Outlook.
Track activities
with a single click. Share views
across your team.
Microsoft CRM | Works the Way Your School Does
• Powerful reporting via SQL
Reporting Services
• Take data into Excel while
maintaining a live data link
• Secure, roles-based access
at the database level
• Create workflow based on
standard and custom entities
• Evaluate conditions and
actions across systems
Correspondence
Received
Student?
Log to
Administration
Log Call or
Assign to
Appropriate
Department
Alert
Teacher and
Dept Head
Y
N
Microsoft CRM | Works the Way Technology Should
Roles-Based
User Experience
Workflow
and Visibility
Integration and
Extensibility
• Use Outlook, browser, or mobile device
• Get just the right tasks to each user
• Intelligent links to Microsoft Office
• Drive more consistent process execution
• Tailor the system to fit your business
• Get instant visibility and alerts
• Achieve More transparency and accuracy
• Web services architecture
• Connect multiple systems in real-time
• Easily import & export data
Key Challenges in Managing Education Services
• Communication
• Absenteeism
• Lost communications
• Enquiries
• Administrative
Documentation
• Complaints tracking
• Raising funds for
specific needs
• Ensuring support of
events run by the
school
• Contacting appropriate
entities
• Organisation of Events
• Scheduling
• Extra-curricular
scheduling
• Leave Scheduling
• Examination Marking
• Learning Agendas
• Document Tracking /
Collaboration
Relationship and
Correspondence Management
Fundraising /
Event Management Scheduling
Managing Education with Microsoft CRM
Business
Intelligence• Manage performance
• View successes and
action items
• View class
performances
• Manage streams
Manage
Communications• Automatic
Correspondence
• Multiple
Communication Paths
• Call Logging and
Tracking
• Sales functionality
for fundraising
Administrative
Control• Develop and
Manage processes
• Track
Communications
• Automate Processes
Scheduling• Parent teacher
meetings
• Lunch Rosters
• Extra-curricular
activities
• Room bookings
Integration with Maze and Integris
Business
Intelligence• Proactive forecasting
and future
management
Store tracked
Communications• Store
Communications and
attach them to
contacts files straight
from Outlook.
Process Control• Use the workflow
manager to enhance
processes
• Automate tasks
LEGACY SYSTEMS
Microsoft CRM | Education Key Benefits
Manage students Schedules. Improve student attendance at School, Parent Teacher interviews and Extra-Curricular activities.
Improve Parent Teacher Relationships by ensuring correspondence with parents is tracked and enhance the ability to contact parents on issues directly.
Decrease absenteeism by using Business Intelligence to view classes with the highest rates of absenteeism, track correspondence with parents and guardians and improve duty of care.
Improve Independent Support by communicating with benefactors on a regular basis. Track the communications and monitor the success of campaigns.
Analyze Student performance with comprehensive reporting tools designed to maximize effectiveness in decision-making, maximize student and teacher performance.
Improve Fundraising Success with campaign management, list generation, automation of processes and advanced identification abilities.
POWER
BUSINESS
SYSTEMS
Microsoft CRM | Customised Functionality
Microsoft CRM | Custom Entities – Contacts become People
Microsoft CRM | Add Types of People
Microsoft CRM | Use your internal language
Microsoft CRM | Demonstration
Correspondence
Sending an EmailChoose the contactSend the emailSee in History
Booking a MeetingChoose a ContactBook the MeetingView in Activities
Administrators
Changing Security RolesMake a new roleAssign to a user