Crimson’s extensive experience of and presence within the higher education sector has enabled the development of a range of education Accelerators which deliver sector-specific functionality “out-of-the-box” for most operational areas of an institution where CRM has applicability. Fine tuning of Accelerator functionality to suit each individual customer’s operational requirements is delivered by the Crimson Fusion implementation methodology.
…supports student recruitment and admissions from enquiry to enrolment…
Student Recruitment -
the initial engagement with a prospective student is a vital aspect of student recruitment and universities have identified that a positive customer experience improves the recruitment rates achieved. Student Recruitment addresses the pre-enrolment stages of the student journey and delivers functionality not found in core Microsoft Dynamics CRM to support the education-specific business processes involved. Beginning with enquiry management, this Accelerator provides an efficient and systematic way of recording and resolving incoming enquiries with performance metrics available at team and individual staff level. Via integration to the student management system, enquiries are mapped to the individual student record and any corresponding open day attendance, applications and enrolments to provide a conversion analysis at individual and aggregate levels.
…enhances relationship with & recruitment from feeder schools & colleges…
Schools & Colleges Liaison -
Institutions who engage with feeder schools and colleges as an active part of their student recruitment programme will benefit from the specific functionality provided by this Accelerator. As well as providing a modified organisation record to capture specific data about the school, integration with the EDUBASE database allows detailed school performance data to be imported as required. In order to track the effectiveness of time invested, each school visit conducted can be recorded along with students attending and subsequent enquiries received.
…streamline your application processing…
Admissions Management -
This new Accelerator complements Student Recruitment by focusing solely on managing the application process from the twin perspectives of efficiency of operation and student experience. To achieve this, additional detail has been added to the application record in CRM, but the main change has been the development of a Portal interface which can be used by staff and students to perform all the tasks involved in the application process including:
– Initial application
– Supporting documentation
– Fee status assessment
– Interview management
– Pre-enrolment tasks
– Queries & discourse on all of the above
Built using the core Microsoft Portal capability inherent within Dynamics 365, the applicant portal provides an intuitive and engaging interface between institution staff and applicants to progress applications from inception to conclusion.
…the complete open day and event management solution…
Open Days & Event Management -
Events are a key part of the marketing mix for most education institutions from open days, taster and applicant days through to exhibitions and conferences. This Accelerator provides a comprehensive event management solution to improve event planning, publication and promotion and offer sophisticated delegate management options including online registrations, availability levels and waiting list management. For paid events, multiple ticket types and pricing can be managed along with discounts and payments. For each event, a full financial analysis of costs and viability is produced. Joining instructions, attendance tracking – through QR and bar codes – and feedback analysis complete the event management process. Ongoing student engagement can also be tracked against such events producing comprehensive marketing and event effectiveness metrics.
…professional management & delivery of student support requirements…
Student Welfare -
The concept of student lifecycle management has focused attention on the need for universities to engage positively with their potential and current learners throughout this journey. The provision of most support services to students begins post-enrolment and with CRM being used for the marketing and recruitment aspects of the journey it makes entire sense for student services to use the same learner record to track the various support provided as this further enriches the “single customer record” and enhances the quality of engagement possible.
The Student Welfare Accelerator provides rich functionality to manage and support the wide range of student services provided by most institutions using a full suite of customer service features including case management, knowledge management and resource scheduling to manage student appointments with the various support staff.
This Accelerator also addresses the specific requirements associated with disabled students and the staff who are involved in providing the additional support required. This begins with identification at enquiry stage and is based on the provision of a specific disabled student record which supplements the standard student data with that additionally needed to manage and support the disability requirements.
…cultivating relationships with completed learners…
Alumni & Fundraising -
Whereas much of student CRM functionality is focused on the student lifecycle up to enrolment, alumni management is concerned with completed learners and the nurturing of this group to promote awareness of relating learning and to foster their continued association with the institution. This might range from the simple membership of the alumni community, involvement in post-graduate events, volunteer recruitment and donation management. This Accelerator is designed to help the institution cultivate lifelong relationships with learners and includes full management of donations and fundraising activities.
…fulfilling the training, learning & development needs of your alumni and business communities…
Continuing Professional Development -
Professionals across all sectors are aware of the importance of training & development and the need to enhance skills to stay effective in the workplace. Employers and universities are adopting a structured, practical and methodical approach to learning in order to retain key staff and develop the skills and knowledge in the organisation to maintain a sustainable and competitive advantage. This Accelerator provides an underpinning business application to manage the approach to CPD training and learning.
…target your segmented customer groupings with relevant messages…
Marketing Communications -
For most institutions student and business engagement begins with effective marketing, involving the targeting of prospective learners and businesses with relevant study/training options based on their customer profile. Microsoft Dynamics CRM provides an integrated marketing management solution for marketing operation, planning, execution, and analytics across all channels — digital, social, and traditional.
With the Microsoft Dynamics platform, marketers can generate analytics on campaign performance and initiatives to determine return on marketing investment both from a sales and business engagement perspective and impact to student numbers for a true picture of your marketing effectiveness.
The platform offers rich campaign planning and management features, communication tools using email, SMS and social channels and full marketing effectiveness reporting.
…managing research opportunities & commercial business within the HE context…
Business Development -
This Accelerator builds on the standard commercial functionality of Microsoft Dynamics by providing a range of customisations and processes which extend and enhance CRM to address the specific commercial practices found within the HE sector. Business Development staff who work with commercial organisations to identify post-graduate learning opportunities will benefit from the academic terminology and processes provided and the ability to link organisations, learners and study options together. In the research arena, the identification of potential funding streams, current research opportunities and associated bid management can all be tracked along with the related academic information.
…addressing the student employability agenda…
Increasingly, universities are being measured by the employability of their graduates and this aspect of student lifecycle management involves the profiling of candidates, identifying possible job vacancies and an automated matching process. Quasi recruitment processes can also help with matching students with potential job vacancies or placements along with addressing gaps in candidate attributes. None of this is provided by generic CRM functionality and this Accelerator delivers the essential vacancy and candidate records along with the additional data and processes required to support the whole cycle from vacancy creation to fulfilment.
…enrich the CRM record with customer data from other business systems and sources…
One of the key elements of a successful student lifecycle and business engagement solution in a higher education institution is the ability to integrate data and solutions. In order to ensure the underlying Dynamics platform is stable and viable to support the enterprise requirements, integration should be achieved within a technical framework that is robust, auditable and based on supported Microsoft methodologies.
Crimson provides integration solutions and services in a number of key areas including:
- Website – web forms such as prospectus requests, enquiries, event registration using a configurable platform.
- Portals – ability to provide prospective and existing students a full self-service capability.
- Student Information System Integration – providing integration points to many of the leading industry solutions to combine recruitment data with admission and enrolment date.
- SMS Integration – Using the most appropriate communication medium can be just as important as the message itself and this Accelerator enables connectivity directly between CRM and your chosen text messaging provider. Outgoing messages are created within CRM and delivered by your SMS service provider, with corresponding Activity records created against each customer record along with incoming responses if desired.
- Postcode integration – providing postcode lookup integration with many of the leading providers.
- Experian – providing data quality solutions for your Microsoft Dynamics CRM solution.
…simplify your ability to comply with GDPR…
GDPR requires that organizations respect and protect personal data – no matter where it is sent, processed or stored. Complying with the GDPR provides another compelling reason to implement a CRM system which is capable of helping you and your staff achieve this compliance. The current Crimson Dynamics CRM solution is built entirely on the Microsoft Dynamics 365 platform which delivers industry-leading security measures and privacy policies to safeguard your data in the cloud.
Alongside this, Crimson has introduced new functionality to greatly assist the ability to achieve GDPR compliance. This functionality is initially focused on providing the necessary tracking and audit records with respect to consent, data subject requests and breaches. It also includes capabilities for manipulating data held for the purposes of reporting, de-activating and deleting. Future releases will introduce additional Portal capabilities via which data subjects can exercise many of their rights themselves.