heug qatar presentation crm tracey robey

8/21/2019 HEUG Qatar Presentation CRM Tracey Robey

1/32

1


2/32

An Overview of the University of Derbys CRM

Implementation Tracey Robey

Principal Business Analyst (Enterprise Systems)

Associate member of the CRM PAG

University of Derby, United Kingdom

[email protected]

2


3/32

University of Derby

UK-based Higher

Education institution with

23,000 students, studying

on campus, online, at

collaborative institutions

(home and overseas) and

business-to-business.

PeopleSoft Campus 9.0,

PeopleSoft Financials 9.1

and PeopleSoft CRM 9.1

3


4/32

Agenda

CRM Project History and Scope

CRM Project Phase One

Online Marketing and Events

360 Degree View

The Future

Lessons Learnt

Help..

Questions

4


5/32

CRM Project History and Scope

PeopleSoft CRM 8.9 was originally implemented in 2005.

The Business to Business functionality was used but not the

Student Journey.

In 2011 after reviewing three CRM solutions, a re-implementation of PeopleSoft CRM 9.1 was chosen by the

Project Board.

The CRM Project Board would have representation from all

areas of the University. The CRM project would be split into phases, with the CRM

Project Board agreeing each phase.

5


6/32

The Business Requirements

University wide CRM system, sharing information across

departments

360 degree view of the student

Sales, Leads and Opportunities for Business to Business Targeted, relevant, personalised communications with a

consistent University branding

Full reporting suiteincluding conversion rates, marketing

campaign effectiveness

6


7/32

The CRM project needs to be phased

Phase One:

Re-implementation of PeopleSoft CRM 9.1

Integration with PeopleSoft Campus Solutions

Business to Business functionality

Enquiry to Applicant section of the Student Journey

7


8/32

Phase One - Functionality and Modules

In order to deliver Phase One what functionality and

Modules did we need to implement?

Integration with PeopleSoft Campus Solutions

Prospective Student Import Marketing

Online Marketing

Events Module

The 360 degree view

Sales, Leads and Opportunities

8


9/32

Phase One - Where to start?

First step is the configuration of the CRM system, followed

by the Integration with Campus Solutions

After configuration of the CRM system several test runs

were conducted to evaluate integration performance During the testing we discovered a number of Campus

Solutions customisations meant the integration would not

work as delivered.

The Campus Solutions customisations were updated toensure the integration would work out of the box

The live integration took place over a weekend

9


10/32

Phase One - What next?

A whole new way of working

A Governance team was set up

The remit of the Governance team:

Agree naming standard for fields

Agree mandatory fields

Agree CRM v Campus Solutions

Conduct audits and housekeeping

Produce governance documents that form part of the

training manuals for each piece of functionality

10


11/32

CRM or Campus Solutions?Campus Solutions

CRM

11

Suspect

Enquiries

Marketing

Communications

Prospect Applicant Student Alumni

Enquiries

Prospectus Requests

Marketing Communications

Open Days

Orientation Days

Enquiries

Appeals & Complaints

Retention Activities

Marketing

Communications

Graduation Ceremony

Application Enquiries,Appeals etc

Marketing

Communications

Alumni Relationship

Marketing

Communications

Enquiries

Alumni Events

OLA (AAWS)

ApplicationProcessing

Admissions

Enrolment

Student Administration

Transfers

Student Financials

Grading

Advisement

Graduation


12/32

Phase OneRolling out to the University

Who are we going to Market to?

Who is our Audience?

What is the message we are sending?

How often do we contact? Are different parts of the University contacting the same

person on the same day with a different message?

A strong Marketing Communications plan that everyoneagrees to is a MUST have

12


13/32

Marketing - Programs

13


14/32

Marketing - Functionality

Ability to create an Audience from within CRM or use a

query created in Campus Solutions

Automation

Assign tasks to team members

Record costs

Report on effectiveness

14


15/32

Marketing - Calendar

15


16/32

Marketing - Event Dialog

16


17/32

Marketing - Events

17


18/32

MarketingEvent Participants

18


19/32

Marketing - Example Email

19


20/32

The 360 Degree View

View Campus and CRM information all in one place

Campus security is inheritedi.e. if you are not allowed to

view Admissions data in Campus, this will be secured in

CRM Real time data via synchronous messaging

Add notes

View Marketing information

20


21/32

The 360 Degree View

21

Enquiry toApplication

Prospect

36 o


22/32

The 360 Degree View

22


23/32

The 360 Degree View contd

23


24/32

Future Phases

Roll out of the entire student journeyAdmissions,

Enrollment, Retention, Assessment, Graduation and Alumni

Workflow

Service Centre for Higher Education

Upgrade to CRM 9.2

Joint Menu with Campus Solutions

Integration with Microsoft Outlook

BI Reporting

Mobile Apps

24


25/32

Lessons Learnt

Clear Project Scope

Involvement from ALL University departments

Work closely with Campus Solutions End to End testing of anything in Campus must also include

CRM

Dedicated project team

25


26/32

Lessons Learnt

Communication is key

Manage the Culture change

Committed functional staff are critical for implementation

success Time

26


27/32

Help

Tracey Robey

[email protected]

HEUG conferences, Alliance has an excellent CRM track March 9th12th2014, MGM, Las Vegas, USA

HEUG website

http://www.heug.org/

27


28/32

HEUG website

28


29/32

HEUG CRM Forum (listserv)

29


30/32

Constituent Relationship Management PAG

The CRM Product Advisory Group is composed of representatives from

HEUG institutions with expertise in various product modules. PAG

members consist of a diverse group of functional and/or technical users

of the CRM product. Most members are in varying stages of their CRM

implementation, and are able to bring differing perspectives. The CRM PAG facilitates communication about specific product features,

problems, and enhancement opportunities between our HEUG

community and Oracle CRM Product Strategists. CRM PAG members

participate in regular meetings and conference calls to ensure we are

serving the CRM HEUG community through soliciting feedback,

providing helpful tips and new functionality, offering training through

communications, webinars, and conference sessions.

30


31/32

Any Questions?

?

31


32/32

Contact Details

Tracey Robey

Principal Business Analyst (Enterprise Systems) [email protected]

32

heug qatar presentation crm tracey robey

Documents