Queensland University of Technology (QUT) Graduate School of Business (GSB) Case Study
QUT Graduate School of Business
EDUCATION | GRADUATE
“OBS helped to bring clarity to the
issues we were facing and
implemented a system that met
the needs of GSB perfectly.”
The goal was to implement a Dynamics CRM solution to
The QUT Graduate School of Business (GSB) is the
multidisciplinary school within the Queensland University
of Technology (QUT) Business School. It offers a range of
MBA programs, sponsored executive programs,
professional development short courses, and customdesigned programs for corporate and government
organisations. Courses include a Master of Business
Administration, Executive Master of Business
Administration (EMBA), Doctor of Business Administration
(DBA), specialist Executive Masters and professional
GSB needed a system that would allow it to store and
access all client information centrally. It needed to track its
interactions with key stakeholders and analyse its range of
courses more effectively.
existing and potential business contacts
current, past and potential future students
interactions between GSB staff and business and
programs, courses and custom programs and
The new solution also needed to help GSB streamline
marketing activities and maintain contact with alumni.
Previously each manager at GSB had their own list of
participants and company contacts in Excel and Outlook.
Sometimes these details were shared, but not all the time.
It was also not possible to see all the participants enrolled
at GSB in one place as there was no central, common
system to list and track interactions. This meant that GSB
was not capturing all its intellectual property in one place.
OBS | EDUCATION
“The CRM allows all GSB staff to
have access to information about
our relationship with corporate
partners and graduates.”
Bob O’Connor | Executive Director | QUT Graduate School of Business
GSB selected OBS to implement the Dynamics CRM
solution. The new solution from OBS used CRM 2011, SQL
Server 2008R2 and SQL Server Reporting Services. It
provided a central, robust system that everyone could
access and update as needed.
GSB said: “The new
CRM solution had to
cater to the needs of
different types of users, all with
quite unique requirements. Before we
implemented the new system we had 25 computers
accessed by 25 people and no way to know if each was up
to date. It was important to design and implement a CRM
solution that worked for everyone because success relied
on all users adopting it. The new solution even allows users
to create brand new programs and courses on demand and
share the details with everyone. OBS helped to bring
clarity to the issues we were facing and implemented a
system that met the needs of GSB perfectly.”
The CRM solution allows users to look up details of existing
graduates and business partners and record interactions
with them. It also allows users to easily add the details of
new business contacts to the system.
The new CRM system now contains over 600 clients and
over 2500 contacts.
Bob O’Connor, Executive Director, QUT Graduate School
of Business said: “The CRM allows all GSB staff to have
access to information about our relationship with
corporate partners and graduates”
GSB is now looking to extend the solution so that it can be
used to forecast business and improve productivity around
booking staff and resources. This will include their
availability through the year and sharing current
commitments with others through a shared calendar view.