The University of Derby CRM Project Team has qualified as a finalist for the UK IT Industry Awards 2019 in the IT Project Team of the Year category. This is in recognition of the outstanding progress the team has made with the roll-out of an enterprise-wide CRM solution at the University.
Our news blog of November 2018 featured the presentation given by the University at the UCISA CISGPCMG conference regarding their CRM journey to date. This included an overview of the previous CRM project, the challenges this brought and the complete turnaround achieved with its new CRM solution and delivery partner, Crimson Consultants (now known as Tribal Dynamics), between September 2017 and November 2018. You can review the details here.
With Phase 1 of the enterprise-wide deployment completed, there was no time for the project team to rest on its laurels with Phase 2 starting immediately. Phase 2 included institution wide events management and business development/commercial enquiry management.
As with Phase 1, all of this was underpinned by a range of Accelerators, which make the Tribal Dynamics CRM a HE specific out-of-the-box solution. With student recruitment and Integration Accelerators being key to Phase 1, Phase 2 is based on Accelerators for Business Development, Schools & Colleges Liaison and Event Management. The implementation of the Business Development Accelerator was completed in May 2019 and has been instrumental in connecting business-related activities from across the University in what is seen as a crucial source of learner recruitment and income generation. Main stakeholders include all Business Development Managers, the Business Incubation Team, Research Office, the Apprenticeship Hub and the general Commercial Enquiries Team.
Similarly, the Schools & Colleges Liaison Accelerator is a key support for recruitment activity at a time when the 18 year-old school leaver pool is shrinking. This is currently undergoing user acceptance testing prior to live operation. The Events Management Accelerator is part of a wider project to revamp the entire events management process.
Implementing an enterprise-wide CRM solution can be a long and arduous task and the University of Derby is to be congratulated on embarking on this course, despite the difficulties faced with an earlier CRM project. There are many benefits to be enjoyed from having all customer relationship data in a single system. These include information sharing, ease of communication and process support at individual staff level and effective engagement, high level analytics and streamlined business processes at University level. Key to this achievement is the effectiveness of project governance, for which the CRM project team has been recognised, along with the starting point of the Tribal Dynamics HE-specific CRM solution.
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