One of the marquee users of the CRM is the University’s international student office where just about the entire team uses Dynamics 365 in their daily role.
Coutman explains; “Inquiries from international students are captured in CRM, as well as applications for admission. This has really streamlined the process for the team managing this process and the feedback has been positive.”
It has also improved the student experience as efficiency has soared and applications and inquiries are dealt with much faster than was previously possible. Dynamics 365 has also streamlined the University’s engagement with overseas education agencies which act as the front door for many international students.
“Implementing a more efficient approach to managing international inquiries and applications has improved the University’s interactions with overseas agencies, which enhances our reputation in this competitive market,” says Coutman.
Shane Parsons, Director, Microsoft Business Apps, KPMG says, “Dynamics 365 has delivered to the University much needed transparency about student applications, and the ability to act much faster and to move swiftly and efficiently through the application to acceptance process.”
While the initial focus has been on streamlining engagement with international students the University is now extending Dynamics 365 into other areas such as recruitment, admissions and higher degree by research applications.
For the University, having access to a central source of information is proving very useful, with much more granular understanding of who is applying for which courses, and providing the university a real opportunity to identify and create valuable international strategic partnerships. The system also helps to identify any bottlenecks in the process that it can then address.
It means, says Coutman, that; “We now have much greater visibility of where prospective students are in their journey with the University. For example, we know how many active inquiries we have at any point in time and how many, and when, people are converting from the inquiry to applicant stage. All the different stages that a prospective student would work through, we can see that in Dynamics.
“The management team can then use this information for analytical purposes and to identify opportunities for improving the student journey. “
Coutman stresses that the focus has been on achieving both efficiency for the University and a better experience for the student.
“It was about having visibility, that single view of customer, and the data available in one place to be able to provide a higher level of service to our stakeholders.”