Managing Relationships in Education with CRM 3.0. Presented by: Mark Ehlers, CRM Consultant Date: Friday, 30 March 2007

Transcription

1 Managing Relationships in Education with CRM 3.0 Presented by: Mark Ehlers, CRM Consultant Date: Friday, 30 March 2007

2 What s On The Agenda Today Power Business Systems Partnership Strength New Choices for Managing Relationships with MS CRM Education Benefits with Microsoft CRM Customer Relationship Management with MS CRM Managing Contacts Correspondence Tracking Scheduling Plug-ins for Maze and Integris Demonstration

3 Power Business Systems Est CRM and ERP Software Development Business Intelligence Microsoft Dynamics Sage Accpac Pronto.Net Java Cold Fusion Mobile Technologies SQL Server Crystal Reports Business Objects

4 Power Business Systems Success Small Businesses Midsized Companies Large Enterprises

5 How to Manage Customer Orientated Challenges? An end-to-end process that allows you to have a single view about each student Helps your employees analyze and action enquiries and information A Winning CRM Strategy Creates a customerfocused culture Makes it easier for employees to collaborate internally and externally

6 How is CRM Different from Contact Management? Customer-Centric Contact Management AND Correspondence Tracking, List Generation, Fundraising Management and Advanced Find features Process-focused Workflow drives consistent execution and improves transparency Team-oriented Collaborate with others inside and outside of the school or department Schedule and brain-storm internally and externally

7 What Do Institutions Need From CRM Systems? Reliable user adoption Great fit Fast, flexible, and affordable technology

8 New Choices For CRM Systems Today! Complicated CRM Systems That You Own Heavy, complex, and expensive Yesterday s Choice Education needs something in the middle Generic Hosted CRM That You Rent Basic but easy to get Today s Choice Microsoft Dynamics CRM Customise to Your Needs Easy to Get, Easy to Use At school and/or Hosted

9 The Power Of An Integrated Solution Sales Service A complete CRM suite that utilises the power and productivity of the Microsoft platform Marketing Service-oriented architecture built on industry standards Easy for users to adopt Easy for IT to manage Deploys on-premise or hosted

10 Key Benefits Of Microsoft CRM Works the Way You Do It s an easy and natural way for your people to use CRM Works the Way Your Organisation Does It can be tailored to fit each School or Tertiary Institution and their needs Works the Way Technology Should It s fast, flexible, and affordable

11 Microsoft CRM Works the Way You Do Native Microsoft Outlook Folders & Command Bar Automatic calendar, contact, task and synchronisation Quick views of relevant information Track activities with a single click. Drive sales, service, and marketing right from Outlook. Share views across your team.

12 Microsoft CRM Works the Way Your School Does Correspondence Received Create workflow based on standard and custom entities Student? N Log to Administration Y Log Call or Assign to Appropriate Department Alert Teacher and Dept Head Evaluate conditions and actions across systems Powerful reporting via SQL Reporting Services Take data into Excel while maintaining a live data link Secure, roles-based access at the database level

13 Microsoft CRM Works the Way Technology Should Roles-Based User Experience Use Outlook, browser, or mobile device Get just the right tasks to each user Intelligent links to Microsoft Office Workflow and Visibility Drive more consistent process execution Tailor the system to fit your business Get instant visibility and alerts Achieve More transparency and accuracy Integration and Extensibility Web services architecture Connect multiple systems in real-time Easily import & export data

14 Key Challenges in Managing Education Services Relationship and Correspondence Management Communication Absenteeism Lost communications Enquiries Administrative Documentation Complaints tracking Fundraising / Event Management Raising funds for specific needs Ensuring support of events run by the school Contacting appropriate entities Organisation of Events Scheduling Scheduling Extra-curricular scheduling Leave Scheduling Examination Marking Learning Agendas Document Tracking / Collaboration

15 Managing Education with Microsoft CRM Manage Communications Automatic Correspondence Multiple Communication Paths Call Logging and Tracking Sales functionality for fundraising Administrative Control Develop and Manage processes Track Communications Automate Processes Business Intelligence Manage performance View successes and action items View class performances Manage streams Scheduling Parent teacher meetings Lunch Rosters Extra-curricular activities Room bookings

16 Integration with Maze and Integris Store tracked Communications Store Communications and attach them to contacts files straight from Outlook. Process Control Use the workflow manager to enhance processes Automate tasks LEGACY SYSTEMS Business Intelligence Proactive forecasting and future management

17 Microsoft CRM Education Key Benefits Manage students Schedules. Improve student attendance at School, Parent Teacher interviews and Extra-Curricular activities. Improve Parent Teacher Relationships by ensuring correspondence with parents is tracked and enhance the ability to contact parents on issues directly. Decrease absenteeism by using Business Intelligence to view classes with the highest rates of absenteeism, track correspondence with parents and guardians and improve duty of care. Improve Independent Support by communicating with benefactors on a regular basis. Track the communications and monitor the success of campaigns. Analyze Student performance with comprehensive reporting tools designed to maximize effectiveness in decision-making, maximize student and teacher performance. Improve Fundraising Success with campaign management, list generation, automation of processes and advanced identification abilities.

18 POWER BUSINESS SYSTEMS

19 Microsoft CRM Customised Functionality

20 Microsoft CRM Custom Entities Contacts become People

21 Microsoft CRM Add Types of People

22 Microsoft CRM Use your internal language

23 Microsoft CRM Demonstration Correspondence Sending an Choose the contact Send the See in History Booking a Meeting Choose a Contact Book the Meeting View in Activities Administrators Changing Security Roles Make a new role Assign to a user