What is CRM and why use it in Education? 7 April 2014

Introduction Patrick Northcott Chief Executive Officer Jeff Loomes Senior Consultant Copyright PNP Solutions Pty Ltd. 7 April 2014 2

Agenda About PNP Solutions About traditional CRM About XRM About XRM for Schools Questions Copyright PNP Solutions Pty Ltd. 7 April 2014 3

About PNP Solutions PNP Solutions is a gold certified Microsoft Partner, specialising in Microsoft Dynamics CRM. PNP Solutions has been working with academic institutions and registered training organisations in Australia since 2008. PNP Solutions has built a mature solution called EduRe, which has an academic institution focus. Copyright PNP Solutions Pty Ltd. 7 April 2014 4

About traditional CRM What is traditional CRM?. What are the components of a traditional CRM system? How did traditional CRM start and can it be extended to fit schools? Copyright PNP Solutions Pty Ltd. 7 April 2014 5

What is traditional CRM? Customer Relationship Management. Copyright PNP Solutions Pty Ltd. 7 April 2014 6

Components of a traditional CRM Copyright PNP Solutions Pty Ltd. 7 April 2014 7

How did traditional CRM start and can it be extended to fit schools? Extended Relationship Management Customer Relationship Management Contact Management Personal Information Management Copyright PNP Solutions Pty Ltd. 7 April 2014 8

About XRM for Schools How do you move from traditional CRM to XRM for Schools? How can XRM be applied to schools? Copyright PNP Solutions Pty Ltd. 7 April 2014 9

How do you move from traditional CRM to XRM for Schools? Sales Team? Who are your Customers? The Community Prospective students and family Current students and family Alumni Corporate culture values and mission courses extracurricular activities class sizes Who are your Sales Team? Admissions What product are you promoting? Your School teaching style facilities All Staff Administration Community engagement Teachers financial aid and scholarships Copyright PNP Solutions Pty Ltd. 7 April 2014 10

How can XRM be applied to schools? Business Rules, Workflow Automation & Business Intelligence Administration & General Enquiries Enrolments & Admissions Alumni & Community Relations Fundraising Faculty / Teaching IT Help Desk Marketing, Sales and Service Copyright PNP Solutions Pty Ltd. 7 April 2014 11

A look at XRM for Schools Marketing campaign Enrolment process Alumni event Where do you see XRM in your school? Copyright PNP Solutions Pty Ltd. 7 April 2014 12

How can XRM help your School? Alumni Workflow Automation IT Help Desk Enrolments Website Integration Marketing & Communication CRM Fundraising Business Rules Administration Faculty Business Intelligence Social Listening XRM can help you gain deeper insight into; corporate and alumni relations, donor management, admissions and enrolments, facilities and asset management, recruiting and staffing, student management, social listening, event management, communications management, and much more. Copyright PNP Solutions Pty Ltd. 7 April 2014 13

A look at XRM for Schools Marketing campaign Enrolment process Alumni event Copyright PNP Solutions Pty Ltd. 7 April 2014 14

XRM for Schools Marketing Campaign Integrations Campaign Planning E-mail Marketing Marketing Campaigns Prospective students and families Social Discovery Web Tracking Work experience programs Mentoring programs Landing Pages Marketing Campaigns? Lead Scoring Fundraising and annual giving programs Events Surveys Nurture Marketing Form Capture Campaign Tracking SMS/Text Messaging Copyright PNP Solutions Pty Ltd. 7 April 2014 15

XRM for Schools Marketing Campaign E-mail Marketing Create and send bulk HTML e-mails with all send, open, click and bounce data. Marketing Campaigns? Have control with Freestyle and Custom HTML editors. Upload your graphics and documents, import your own layouts, and easily format text. Add dynamic content from your XRM database. Copyright PNP Solutions Pty Ltd. 7 April 2014 16

XRM for Schools Marketing Campaign Nurture Marketing Use drag and drop features to build automated workflow. Marketing Campaigns? Send relevant automated messages based on your prospects responses. Produce consistent responses based on where your prospect is in the nurturing lifecycle. Copyright PNP Solutions Pty Ltd. 7 April 2014 17

XRM for Schools Marketing Campaign E-mail Analytics Understand how your campaigns were received. How many recipients were there? Marketing Campaigns? Get opens, clicks, bounces and unsubscribes. Copyright PNP Solutions Pty Ltd. 7 April 2014 18

XRM for Schools Enrolment process Awareness Offer Interview Support Nurture Enrolment Enrolments Identify and engage prospective students and family. Capture and associate prospects interests. Associate all communications with the family. Create and associate notes with the prospective family. Capture Enrolment applications Communicate Tour/Visit availability. Schedule Interviews. Automate Interview reminders. Automate Offers when milestones are met. Copyright PNP Solutions Pty Ltd. 7 April 2014 20

XRM for Schools Enrolment process continued Workflow Workflow Workflow Family + E-mailed Phone call Queue Enrolments Contacts Response Activity Support Workflow Workflow Workflow Copyright PNP Solutions Pty Ltd. 7 April 2014 21

XRM for Schools Enrolment process continued Mailed Offer Workflow Workflow Workflow Interview Family + E-mailed Support Appointment Interview Contacts Offer Offer Family Workflow Workflow Workflow Copyright PNP Solutions Pty Ltd. 7 April 2014 22

XRM for Schools Enrolment process A Family record Copyright PNP Solutions Pty Ltd. 7 April 2014 23

XRM for Schools Enrolment process - Analysis Copyright PNP Solutions Pty Ltd. 7 April 2014 24

XRM for Schools Alumni event Marketing Plan Campaigns? Create Design Arrange Promote E-mail Phone Letter Track Responses Payments Attendees Copyright PNP Solutions Pty Ltd. 7 April 2014 26

XRM for Schools - Alumni event - Plan Name, schedule and record details of Arrange and add a Venue for Define the Ticket Types and Run Schedule for Create and add a Landing and Registration pages for Design the Invitation for Define and create the post event Survey for Define and arrange the Payment Options for Your Event Copyright PNP Solutions Pty Ltd. 7 April 2014 27

XRM for Schools - Alumni event - Promote Publish the Landing and Registration pages for Set attendance capacity for Send your Invitations for Engage Social Media for Nurture, Support and follow up on Enquiries for Receive Orders and record Registrants for Your Event Copyright PNP Solutions Pty Ltd. 7 April 2014 28

XRM for Schools - Alumni event - Track Track responses and registrations for Track and collect payments for Automatically send confirmations and receipts for Track Social Media hype for Check in Attendees for Engage in post event marketing for Your Event Copyright PNP Solutions Pty Ltd. 7 April 2014 29

Just to finish up Wrap up Typical Benefits of CRM/XRM Next Steps Questions Copyright PNP Solutions Pty Ltd. 7 April 2014 30

Wrap up Business Rules, Workflow Automation & Business Intelligence Administration & General Enquiries Enrolments & Admissions Alumni & Community Relations Fundraising Faculty / Teaching IT Help Desk Marketing, Sales and Service Copyright PNP Solutions Pty Ltd. 7 April 2014 31

Typical Benefits of CRM/XRM All your business data stored and accessed from a single location. Decrease cost of customer acquisition. Increase sales. Build consistent Customer Care. Increase efficiencies. Better and more accurate data. Data security. Copyright PNP Solutions Pty Ltd. 7 April 2014 32

Next steps This Slide deck will be available from Contact PNP Solutions on to discuss CRM/XRM further 02 9467 9300 http://pnpsolutions.com.au/ Copyright PNP Solutions Pty Ltd. 7 April 2014 33