Create efficiencies and improve customer experience through a purpose built system

Transcription

1 Create efficiencies and improve customer experience through a purpose built system Universities are choosing to implement purpose built systems to manage their executive/professional programmes and events. With a system specifically designed to manage short courses, custom courses, and events, they have been able to reduce administration and offer a better website registration experience for clients. System requirements The logistical requirements and website registration requirements for managing full time courses (e.g. degree courses) are very different than those for short courses and events as illustrated in the diagram below. s (SMS) are primarily focused on record management and are not optimised for high volume, transactional based activity. While some SMS can be adapted and customised to include the functionality, the cost and effort can be prohibitive. Furthermore, while the end result of the custom may deliver the basic functional requirements (e.g. can accept website registrations for short courses), the customer experience usually falls well short of what is delivered using a purpose built solution (e.g. Outlook appointments, reminders, venue location maps, flexible invoicing options, etc). Executive courses and services are generally targeted at the corporate market whereas full time enrolment courses (e.g. degree level) are targeted at students. By using separate systems, universities are able to easily segment the records so rather than mixing student records with corporate contacts and clients, the databases are kept separate. Website Using a purpose built system also makes it easier and quicker to create a dynamic and interactive website. Rather than developing a site from scratch, with the right purpose built solution the core website pages are pre built, such as course pages, a course calendar, course search, and course catalogue. A web designer just needs to apply a theme over the top. If custom pages or enhancements are required, the web designer is potentially able to access a purpose built API and add additional add ons. System requirements diagram see larger version of this diagram on page 3

2 Private / custom courses Private courses are a key part of most university executive/professional programmes. Course content is tailored to the client s requirements and delivered on the date and at the location requested. The logistics of running a private course are therefore very different to a full time or short course. The system used to manage these types of courses needs to be easy to use and manage activities such as booking presenters, venues, and catering. It also needs to help manage client communication and invoicing. System integration Running a separate system for short courses and events doesn t necessarily mean the system shouldn t be integrated with other university systems. There may in fact be a benefit to pass certain information between a University s SMS, CRM, and other business applications. See Appendix Integration examples at the end of this article to view a range of integration scenarios. Screenshot of The University of Auckland s Executive Development website events Universities often run a full programme of events, on and off campus. Requirements for running these events are very similar to short courses; both require a simple online registration and payment process with automated communication. By using the same system used for managing short courses, universities are able to leverage any website integration and back office system integration (e.g. accounting system). Their administration staff also benefits, as they only need to learn and use one system. a purpose built solution for managing short courses, custom courses and events. p. Australia New Zealand Global e. sales@learningsource.com.au w. July 2013

3 Appendix 1. System requirements Key features Detailed registration process to capture important student information Curriculum management Student academic record management Student fee management Statutory reporting requirements Complex scheduling Key features Quick and easy to use website registration process Ability to include multiple registrations on a single order/invoice Ability for someone other than the registrant to place a website order Accepts credit card and bank transfer payments Easy process to manage cancellations, refunds and transfers Workflow for managing custom (private/in company) courses Website integration so course/event information is automatically updated when details change Task management tools for day to day activities, e.g. booking rooms and presenters Outlook calendar integration for registrants and presenters Catering and rooms setup management, include special dietary requirements Marketing tools, e.g. generate list of prospects for campaign tools, e.g. store notes and tasks on a client record Lead/opportunity management

4 2. Integration diagrams Example 1 separate databases Separate databases Separate markets Example 2 shared student and client records Student information (automated integration)

5 Example 3 Central CRM Information flows through to CRM. CRM