An Overview of the University of Derby s CRM Implementation

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2 An Overview of the University of Derby s CRM Implementation Tracey Robey Principal Business Analyst (Enterprise Systems) Associate member of the CRM PAG University of Derby, United Kingdom [email protected] 2

3 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 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 CRM Project History and Scope PeopleSoft CRM 8.9 was originally implemented in The Business to Business functionality was used but not the Student Journey. In 2011 after reviewing three CRM solutions, a reimplementation 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 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 suite including conversion rates, marketing campaign effectiveness 6

7 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 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 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 to ensure the integration would work out of the box The live integration took place over a weekend 9

10 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 CRM or Campus Solutions? Campus Solutions OLA (AAWS) Application Processing Admissions Enrolment Student Administration Transfers Student Financials Grading Advisement Graduation Suspect Prospect Applicant Student Alumni Enquiries Marketing Communications Enquiries Prospectus Requests Marketing Communications Open Days Application Enquiries, Appeals etc Marketing Communications Orientation Days Enquiries Appeals & Complaints Retention Activities Marketing Alumni Relationship Marketing Communications Enquiries Alumni Events CRM Communications Graduation Ceremony 11

12 Phase One Rolling 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 everyone agrees to is a MUST have 12

13 Marketing - Programs 13

14 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 Marketing - Calendar 15

16 Marketing - Event Dialog 16

17 Marketing - Events 17

18 Marketing Event Participants 18

19 Marketing - Example 19

20 The 360 Degree View View Campus and CRM information all in one place Campus security is inherited i.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 The 360 Degree View Enquiry to Application Prospect 360 o 21

22 The 360 Degree View 22

23 The 360 Degree View cont d 23

24 Future Phases Roll out of the entire student journey Admissions, 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 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 Lessons Learnt Communication is key Manage the Culture change Committed functional staff are critical for implementation success Time 26

27 Help Tracey Robey HEUG conferences, Alliance has an excellent CRM track March 9 th 12 th 2014, MGM, Las Vegas, USA HEUG website 27

28 HEUG website 28

29 HEUG CRM Forum (listserv) 29

30 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 Any Questions?? 31

32 Contact Details Tracey Robey Principal Business Analyst (Enterprise Systems) 32