CREATIVE SOLUTIONS USING CRM

FINAL PROJECT PRESENTATION

PROCESS MODELS

IDENTIFY AND DEFINE THE PROBLEM

• Information Gathering

• Phone interview with Evan Sveum on February 28th, 2015

• Identified existing ICT offerings

• Identified stakeholders in project

• Identified current system

• Identified areas of needed improvement

IDENTIFY AND DEFINE THE PROBLEM

• Fragmented business processes and siloed information in relation to ICT data across UW Stout's business areas.

• Communication between current, prospective, and past students is always able to be refined and improved.

• Specifically in regards to improving vendor communication.

• UW Stout has moved from on premise to a hosted CRM solution due to a catastrophic outage and loss of service (Sveum, 2015). Because of this move, the current ICT CRM environment is still in need of process creation, setup, and data integration.

• As CRM is now hosted via PowerObjects, no additional hardware, software modules, or licensing costs should be needed to implement further process improvements in the immediate future.

• Due to the current state of CRM being blank, little to no risk is associated with implementing solutions.

• The collection and utilization of student information can be streamlined.

• For example course survey information or student interest in ICT from admissions onward can be better cataloged and utilized.

ANALYZE THE PROBLEM

• Problem Definition

• Improving upon already positive enrollment numbers

• Communications, marketing, and information sharing

• The ICT program offerings consist of:

• Masters in Information and Communication Technologies

• Undergraduate in Information and Communication Technologies

• Academic minors in Computer Network Systems and Design, Web Technology, and Enterprise Technology

ANALYZE THE PROBLEM

ANALYZE THE PROBLEM

• ICT-103 Survey

• Student information - Name, contact info, etc.

• Learner questions and reflection

• Future interests in ICT beyond ICT-103 -  Measurable questions (scale 1-100) related to ICT major or minor declarations and future ICT course enrollment

• Students with a measured interest of 60/100 or greater are qualified as a lead

ANALYZE THE PROBLEM

• Current survey is built using existing product owned or subscribed to by UW Stout IT

• Survey data is manually exported into CRM through spreadsheets

• No formal process for contacting qualified leads defined

IDENTIFY POSSIBLE SOLUTION-CRM AND SURVEY INTEGRATION

IDENTIFY POSSIBLE SOLUTION-MARKETING LISTS AND CAMPAIGNS

IDENTIFY POSSIBLE SOLUTION-FORMS FOR REQUESTING INFORMATION

SELECT AND PLAN THE SOLUTION

• Selected CRM and Survey Integration

• Plan1. Download and review the PowerObjects PowerSurvey User Guide to better understand

the software

2. Download and installed the PowerObjects PowerSurvey PowerPack

3. Configure the base PowerSurvey settings to establish a solid foundation

4. Create new or import existing survey questions and content

5. Test survey functionality and reporting capabilities

6. Revise content and/or functionality if necessary

7. Document processes and procedures for administrators or end users

IMPLEMENT THE SOLUTION

• Hardware Acquisition

• Hosted Microsoft Dynamics CRM 2015 environment. No hardware needed.

• Software Acquisition

• MS Dynamics CRM 2015 (already in place)

• Office 365 Exchange email (already in place)

• PowerObjects Power Survey add-on for CRM 2015

• Contact with PowerObjects made. They offered full utilization of PowerSurvey add-on free of charge.

IMPLEMENT THE SOLUTION

• User Preparation

• Stakeholders contacted and gave authorization to move forward with implementation

• Personnel: Hiring & Training

• No additional personnel required

• PowerSurvey User-Guide PDF User Guide

• ICT 103 Survey Step-by-Step Word Doc

• Training Video YouTube Video

IMPLEMENT THE SOLUTION

• Site Preparation

• None needed

• Data Preparation

• None needed

• Installation

• Install PowerSurvey add-on into hosted MS Dynamics CRM 2015 environment

IMPLEMENT THE SOLUTION

• Testing

• Use sandbox environment to test and tune the add-on without production impact

• Start-Up

• Once sandbox testing is complete, push to the ICT production CRM organization

• Round of testing in production environment

• User Acceptance

• Meet with Evan Sveum to ensure it meets customer needs

EVALUATE THE SOLUTION

• What was the problem?

• ICT Program wants to double current enrollment

• What was the solution?

• Implement a survey that reports directly to the ICT CRM

• Does the solution solve the problem?

• Yes, by positively impacting the ability for ICT staff to increase current enrollment through communication and marketing

We thank you for this opportunity to serve you and wish you BEST success!

Bradley StarksEric BruskyScott SantoskiTimothy Grabrian