successful crm in hesales pipeline management employer management candidate/vacancy management...
TRANSCRIPT
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
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The Problem
Multiple Departments
Different Customer
TypesImprove Student
ExperienceBusiness
Intelligence
Improve Customer
Service
Sensitive Data
Recruitment Targets
Multiple User Types
Manual Processes
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“…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
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Challenges of Self Service
Multiple source systems
Multiple portal technologies
Multiple roles throughout lifecycle
Device agnostic – web / mobile
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Tribal Dynamics
Our approach
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© 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
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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
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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
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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
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© Tribal Group 2018 PROTECT
Take an Enquiry
Liaise with Academic
Academic Responds
Update Enquiry
Enquiry Closed
Example: Digitising Student Enquiries
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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
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Self Service Examples:Student Support
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Self Service Examples: Applicant Portal
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Self Service Examples: Events
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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
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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.”
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Megan McFarlane, Enquiry & Conversion Manager