CRM Implementation

Client Challenge

A leading online higher education institution needed to implement a Customer Relationship Management (CRM) system to better communicate with, support, and retain their students. The University was looking for a higher education expert with a background in systems implementations to partner with in the selection and implementation of the new CRM system.  

Vantage Point Results

Managed the selection and implementation of a new CRM:

Documented academic processes and system requirements

Provided Build vs. Buy analysis, and architecture recommendations (cloud based vs.in-house)

Facilitated CRM vendor evaluation and selection

Managed the CRM system configuration, Student Information System integration, implementation, and end-user training

Used the CRM to implement an Advisor Outreach Program that resulted in a 25% increase in completion of an Online Learning Orientation course for at-risk students

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Partnered with Academic departments  to document processes and define system requirements.

Compared the budget, duration and resources required to purchase a solution vs. building one and provided recommendations.

Collaborated with the software vendor and University resources to implement the CRM solution and provide end-user training.

Piloted CRM-enabled student retention programs and created on-demand data reporting and analytics.