CMS Project Office

Customer Relationship Management (CRM)

Introduction to CRM

In June 2006, HSU purchased Oracle's PeopleSoft CRM product. This is a product that helps higher education institutions manage relationships with prospects, students, and alumni. Current plans call for aggressively implementing the recruiting functionality with a planned go live in Fall 2006.

CRM Business Drivers

CRM for the Higher Education industry is also commonly referred to as PeopleSoft's Student Lifecycle Management product. Here is the vendor's explanation of what this product offers:

Drive successful recruitment, retention, and fundraising strategies:

	Use in-depth profiles and segmentation tools to target the most qualified applicants, at-risk students, and potential contributors.
	Increase tuition and contribution revenues with personalized, relevant, ongoing interactions.
	Utilize institution-wide data for more tailored prospect, student, and alumni interactions with seamless integration into the student administration system.

Exceed constituent expectations with superior service levels:

	Provide convenient and consistent communications across all delivery channels, such as on-campus offices, contact centers, and student self-service.
	Deliver personalized, targeted services based on constituent profiles, needs, and preferences.
	Enhance service offerings with real-time insight into constituent satisfaction and service performance levels.

Manage cost of operations with limited budgets:

	Decrease costs by servicing students, faculty, staff, and alumni through the most cost-effective channels—email, web, chat, mail or phone.
	Streamline operations and improve staff productivity by automating end-to-end business processes.
	Achieve institutional goals by monitoring both financial and non-financial results with real-time, action-oriented performance measurements.

For more information, refer to PeopleSoft's CRM for Higher Education Brochure available by clicking here!

Project Overview

Work on this project has already begun. In late June, a Request For Proposal was publicly issued seeking vendors to help with initial project planning, scope definition, and fit gap. Responses are due Friday, July 7th and award issue is expected shortly thereafter. Consultants will be engaged during the remainder of the summer to help compare existing business processes to the functionality available in the product.

Goals of CRM at Humboldt State University

The immediate goal of the CRM project is to facilitate recruitment of new students by serving as the eventual successor to the current set of modifications to the Banner system which make up our campus marketing system.

A cursory review of the functionality available in this product shows much greater potential and additional goals will be developed collaboratively with the appropriate departments on campus.

Timelines

Summer 2006 - Planning & Organization

Develop short and long term project scope, project plans, and infrastructure.
Conduct fit gap to determine product applicability to relevant business processes.

Fall 2008 - Initial Go Live

Go live with initial recruiting functionality in a stand alone system. Due to the long lead time for recruiting high school juniors, a fall go live provides the optimal window for long term adoption of the CRM product and eventual integration to the Campus Solutions (Student Administration) product
After addressing the immediate concern of recruiting students, we can turn our attention to expanded use of additional capabilities including improved customer service to help retain the students we have already enrolled.

2008 - October 2009

By October 2009 HSU will be fully live on the PeopleSoft Campus Solutions (Student Administration) product. Seamless integration between that application and CRM will further enhance our ability to attract and retain students, while improving the overall experience at HSU for our primary customers - the student.
The seamless and fully integrated systems will also make our jobs easier and more productive, thereby improving the experience of our other set of customers - faculty & staff.

For inquiries or additional information, please contact the Interim CMS Project Director, Melinda Haynes Swank by phone or eMail.