One of the things I’ve noticed is that although there are very specific requirements for CRM in education - student recruitment, grants management, parental communication etc - there are also many parallels to tasks done in other industries - room and facilities bookings, sales pipeline management, HR processes. So I’m always interested in what’s happening outside of education, and comparing it to the business of education.
Yesterday, I read an article on CIO.com.au about Lifeline, and their project to increase their call handling capacity. And the article wasn’t about physically handling the calls, but having the systems for the staff members to access and share information in their virtual contact centre. The key business driver for Lifeline was about increasing their capacity to take calls - jumping 50% to 700,000 calls per year.
Although the article doesn’t go into much detail, it does mention the role of Dynamics CRM to support this, and the work to have a clear disaster recovery backup system.
Although it’s not an education example, the challenges will be the same for universities with student recruitment changing - how do you cope with constantly growing customer contact, how do you manage their contact lifecycle and how do you ensure that a growing base of employees have access to the systems and information they need, wherever they are.
Read the full story: Lifeline upgrades call centre, aims to increase capacity by 250,000 calls per year
If you're interested in finding out more, or are interested in using Dynamics CRM for a project in your institution, then you'd want to know that this project was done by Attain IT, who are a Dynamics partner in Sydney.