Customer Relationship Management (CRM) Implementation
Director of Applications and Infrastructure, Director of Enrollment Management, Director of Student Experience, Data Analyst
Project Purpose
- Ensure effective tracking of students through the entire lifecycle, including prospective student communications, current student communications, course success, early alert indicators, registration information, tracking academic plans and viewing of pertinent student data.
- Provide a space for students to interact with key employees including advising, financial aid, and counselors/social workers; as well as provide a method for secure upload of documents and track progress towards goals.
- Provide managers a dashboard to track ongoing progress on enrollment, registration and completion of financial aid.
Deliverables
- Leverage the existing Minnesota State contract with Technolutions to use their Slate CRM
- Contract with an implementation partner
- Implement the partner plan
- Decommission existing CRM’s (Oracle Service Cloud (OSC) and Salesforce)
- Integration from ISRS into the CRM
- Dashboards for supervisors, managers and students
Project Scope
In Scope
All student affairs units. The student life cycle and retention.
Out of Scope
Foundation, Workforce Development Solutions (currently out of scope, may change depending on results of the RFP).
Effectiveness Measures
Goals
Full implementation of Slate as the college’s CRM.
Key Performance Indicators/Metrics
Decommissioning of current CRMs: Salesforce and OSC. Usage by admission, enrollment, advising, Financial aid, and support services.
Metric Collection and Review Schedule
At full launch of Slate, then again at three and six months.
Reporting of Results
Updated on the Project Charter website and report to the Vice President of Institutional Effectiveness and Technology and the Vice President of Student Affairs at data collection periods.
Constraints
Integration with ISRS.
Financial Impact
Total estimate for Slate is $25k for use across the student lifecycle. With a Slate implementation partner, Post-Captain, it will cost $30k.
Summary of Results
- Successfully decommissioned two CRMs the college was using prior to implementing Slate
- Mapped and imported data
- Determined permissions and user roles
- Created student person record entity
- Created custom dashboards
- Transitioned web forms to Slate (e.g. Request for Information, Spartan Connect, Visiting Student Application, etc.)
- Began using Slate for event sign-up, communications and attendance tracking (e.g. campus visits, registration events, Accuplacer, College Now, etc.)
- Built an Employee Portal resource page, including step-by-step instructions, knowledge base links, suggestion box and training requests
- Conducted employee training sessions
- Designed email templates for departments and general use
- Set up prospect communication campaign
- Started creating selective admission applications, workflows and communications
- Hired a CRM administrator
- Created a faculty advisor portal
- Query and report development
- Created application status and registration dashboards
Future Direction
- Develop checklists for various departments and/or student life cycle
- Continue to map/import data and develop entities
- Build Early Alert, First Semester Check-in and Warning processes, queries, dashboards and communications
- Create a student portal
