BURIED ALIVE! How to become a capable 2nd generation CRM user
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The admissions outreach team at a large research university was initially assigned as users of their CRM system but lacked knowledge and clear processes. They faced problems including unorganized data, lack of understanding how the system worked, and insecurity in using it. To address these issues, they first scheduled training, cleaned up records, built an understanding of how data was mapped, and organized an alpha user team. They then implemented improvements such as creating approval processes, utilizing the events module, building trust with IT, and analyzing results to guide future planning. Today they have over 1 million organized contact records and have significantly improved their CRM use.
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BURIED ALIVE! How to become a capable 2nd generation CRM user
- 2. BURIED ALIVE! How to become a capable 2nd generation CRM user.
- 3. ABOUT US
- 4. A large dynamic research university Applications (Fall 2015) HS Seniors: 71,770 Transfer: 17,022 Total: 88,792
- 5. 5 Commerce Slides BACKGROUND We as an admissions outreach team were assigned as functional users of Radius 2 years after implementation. We had no prior knowledge of the setup and only the basic understanding of the functions of the CRM. The expectation was that would be able to send messages and schedule events immediately.
- 6. 6 Commerce Slides Lack Of Knowledge No clue how data was being updated in the CRM, the partnership with IT was unclear.. No Clear Target Very little understanding of targets, campaigns, and communication plans. Unorganized Data Important data was not organized and contact records had conflicting information. Insecurity Lack of trust in sending out messages. THE PROBLEMS Content The messages themselves were plain and boring.
- 7. 7 Commerce Slides NO CLEAR TARGETS Very little understanding of targets, campaigns and communication plans. 34 54 32 43 26 70
- 8. 25% 75% 25% 25% 25% 75% 8 UNORGANIZED DATA Important data was not organized and contact records had conflicting information.
- 9. 9 Commerce Slides INSECURITY Lack of trust in sending out messages.
- 10. 10 Commerce Slides LACK OF KNOWLEDGE No clue on how data was being updated in the CRM, partnership with IT was unclear.
- 11. 11 Commerce Slides CONTENT The messages themselves were plain and boring.
- 12. 12 Seek Help Scheduled a product advisor to walk us through training. Clean Up Cleaned up contact records and identified fields that were required. Understand Data Understanding how data was mapped and understanding the fields that were defined. A Team Organized a team that understood each function enough to be an alpha user. Hobsons University Attend Hobsons University. WHAT DID WE DO FIRST?
- 13. 13 Commerce Slides CONTACT HOBSONS Contacted Hobsons – Scheduled a product advisor to walk us through training.
- 14. 14 Commerce Slides CLEAN UP Cleaned up contact records and identified fields that were required.
- 15. 15 Commerce Slides UNDERSTANDING DATA Understand how data was mapped and understand fields that were defined.
- 16. 16 Commerce Slides Organized a team that understood each function enough to be an alpha user. BUILDING A TEAM
- 18. 18 Commerce Slides THE FIRST CYCLE Approval process for targets and workflow was created. Approval Process Events module was utlized and implemented as part of event planning. Events Module Built trust with the IT staff. Reduce Insecurity Analysis of results using CRM were used to guide for fiuture planning.. Analyzing Results Messages were updated and templates were created. Updating Content
- 19. 19 Commerce Slides UPDATING CONTENT Messages were updated and templates were created.
- 20. 20 Commerce Slides WORKFLOW Approval process for targets and workflow was created.
- 21. 21 Commerce Slides EVENTS MODULE Events module was utilized and implemented as part of event planning.
- 22. 22 Commerce Slides IT STAFF Built trust with the IT staff.
- 23. 23 Commerce Slides ANALYZING RESULTS Analysis of results using CRM were used to guide future planning.
- 24. TODAY
- 25. 25 Commerce Slides CONTACT RECORDS As an outreach team, we currently have over 1,000,000 contact records in the CRM. 1,000,000
- 26. 26 Commerce Slides DATA We are able to correctly upload data and organize it efficiently.
- 27. 27 COMMUNICATION PLANS We have full fledge communication plans for the major cycles we run.
- 28. 28 Commerce Slides WORLDWIDE We have utilized the events module to run over 40 unique events worldwide.
- 29. 29 Commerce Slides UNIFIED BRAND Unified branded image for all templates and emails.
- 30. 30 Commerce Slides NEXT STEPS FOR THE FUTURE Continue in cleaning the database, updating fields depending on vendor1 Clean & Update Enhancing the visual appeal of messages Visual Appeal Creating more customized messaging Customization 2 3
- 31. EMAIL SAMPLES
- 35. 35 Commerce Slides UCI: SHINE BRIGHTER
- 36. QUESTIONS?
- 37. THANK YOU!