CUSTOMER RELATIONSHIP MANAGEMENT

AT ALGONQUIN COLLEGE

BACKGROUND

Our vision:

“a global leader in digitally-connected applied education and training”

Service at Algonquin - Today

Where do we go from here?

Our Goal

A 360º View of Our Students

The Benefits of CRM in Higher Ed

• Deeper understanding of student wants and needs

• Personalized and relevant service

• A proactive approach to student success

• Save time and resources

SALESFORCE AT ALGONQUIN COLLEGE

Our CRM Vision and MissionVision

A 360 degree view of college relationships that leads to improved client satisfaction and academic success.

Mission

To help others improve, automate, and adapt their business practices and processes in order to deliver exceptional service, that saves both time and money.

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Our CRM Strategy

Salesforce @ Algonquin College

• Piloted in Student Recruitment and Corporate Training

• Reimagining of our business processes

• Salesforce is not just a tool; it is a catalyst for change

Student Recruitment,Powered by Salesforce

Salesforce @ Algonquin College:Current Projects

• ITS• Career and Academic Access Centre• Workforce and Personal Development• International Education Centre• Employee Portal

Success Story:Career and Academic Access Centre

• Goal: Single view for Academic Referral Clients

• Background• Current state included paper

files, Excel spreadsheets and homegrown databases

• In ability to track and report on activities

Project Results

• Customized solution• Tells a client’s “story”• Easy to use• Integrated into daily work• Improves client service• GeneSIS integration is a key

benefit• previous databases were a

“black hole”• Next iteration – Cloud

Scheduler

“I now use Salesforce more than GeneSIS.”

~Kent McDonell, Academic Referral Advisor

Salesforce @ Algonquin College:What’s Next

• Prove the value of CRM • Prove our model• Successfully deliver the current the projects to

the satisfaction of our clients• Seek support to expand the pilot and use of

Salesforce to other College Departments

QUESTIONS?Thank you!