2010 Are They Students? Or Customers? Does it Matter?
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Contact North/elearnnetwork.ca is Canada's largest distance education network spanning Ontario with 112 local centers. They were previously frustrated with outsourcing their customer relationship management (CRM) software and tracking of student progress. They decided to build their own custom-made in-house CRM to maintain control over critical tools and allow customization. While insourcing required programmers and quality control, they were still able to save money compared to outsourcing, though scope creep was a challenge that required strict project management and user testing. In the end, focusing on supporting students helped them overcome difficulties in developing their new in-house CRM system.
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This document discusses Contact North/elearnnetwork.ca's experience developing in-house customer relationship management (CRM) software to track student progress, as an alternative to outsourcing this function. It describes the organization's transition from an outsourced CRM in Phase I to building their own customized CRM in Phase II in order to maintain greater control over critical tools. While insourcing required programmers, quality control and project management, it allowed for customization and saved money compared to outsourcing. Lessons learned include managing scope creep and prioritizing features through user testing.
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- 1. ARE THEY STUDENTS? OR CUSTOMERS? DOES IT MATTER? Luc Comeau - WCET – November 2010
- 2. Objective To share our experience To challenge you to consider taking control over the tools you need to succeed
- 4. Who We Are Contact North/elearnnetwork.ca is Canada’s largest distance education and training network 112 local centres span the more than one million square kilometres that make up Ontario The network collaborates closely with the 43 public Ontario colleges and universities, over 100 literacy organizations, and training providers
- 5. Supporting students in their community How?
- 6. How to track progress? Phase 1 (2008-09): Outsourced Lead-Tracking CRM Frustration is a common emotional response. Related to anger and disappointment, it arises from challenges in fulfilling personal goals. Wikipedia
- 7. How to track progress? Phase II (2010): Building Internal Custom-Made CRM A challenge is a term referring to things that are imbued with a sense of difficulty and victory. Wikipedia
- 8. Why? ‘You get what you inspect, not what you expect’ Dan Akerson, new CEO of General Motors. Insourcing: to maintain control of critical production or competencies Wikipedia
- 9. Key Required Tools Searchable online course and program portal to allow potential students to view their options Customer Relationship Management (CRM) software to allow our support teams to effectively track and report on recruitment activities
- 10. Ontario Online Learning Portal www.click4onlinelearning.ca
- 12. Portal Statistics Sector # of Programs # of Courses College 858 8,135 University 155 2,199 Secondary 2 1,724 Literacy 12 137 Other/Informal Learning 17 784 Total 1,044 12,979
- 13. In-House CRM – Client Profile
- 14. In-House CRM – Study Options
- 15. In-House CRM – Reporting Results
- 16. Lessons Learned Insourcing = greater control, = ability to customize but...
- 17. Lessons Learned You need: Programmers Quality control Great project management
- 18. Lessons Learned Scope creep is inevitable Don’t let the weeds grow Ditch the nice-to-have features requests User testing allows you to stay on track… …and to say no when you need to.
- 19. Lessons Learned Belief in what you are doing in terms of supporting customers/students/real people can help you get by when the going gets tough
- 20. The Upside? Even with a full-time project manager and a 3 person programming team… We still saved $$$ when compared with outsourcing
- 21. Contact Us Luc Comeau Contact North/elearnnetwork.ca luc@elearnnetwork.ca www.contactnorth.ca www.elearnnetwork.ca www.click4onlinelearning.ca