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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
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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
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Agenda
CRM Project History and Scope
CRM Project Phase One
Online Marketing and Events
360 Degree View
The Future
Lessons Learnt
Help..
Questions
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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.
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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
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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
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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
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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
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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
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CRM or Campus Solutions?Campus Solutions
CRM
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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
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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
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Marketing - Programs
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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
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Marketing - Calendar
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Marketing - Event Dialog
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Marketing - Events
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MarketingEvent Participants
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Marketing - Example Email
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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
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The 360 Degree View
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Enquiry toApplication
Prospect
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The 360 Degree View
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The 360 Degree View contd
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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
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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
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Lessons Learnt
Communication is key
Manage the Culture change
Committed functional staff are critical for implementation
success Time
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Help
Tracey Robey
HEUG conferences, Alliance has an excellent CRM track March 9th12th2014, MGM, Las Vegas, USA
HEUG website
http://www.heug.org/
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HEUG website
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HEUG CRM Forum (listserv)
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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.
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Any Questions?
?
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Contact Details
Tracey Robey
Principal Business Analyst (Enterprise Systems) [email protected]
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