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CREATIVE SOLUTIONS USING CRM
FINAL PROJECT PRESENTATION
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PROCESS MODELS
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IDENTIFY AND DEFINE THE PROBLEM
• Information Gathering
• Phone interview with Evan Sveum on February 28th, 2015
• Identified existing ICT offerings
• Identified stakeholders in project
• Identified current system
• Identified areas of needed improvement
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IDENTIFY AND DEFINE THE PROBLEM
• Fragmented business processes and siloed information in relation to ICT data across UW Stout's business areas.
• Communication between current, prospective, and past students is always able to be refined and improved.
• Specifically in regards to improving vendor communication.
• UW Stout has moved from on premise to a hosted CRM solution due to a catastrophic outage and loss of service (Sveum, 2015). Because of this move, the current ICT CRM environment is still in need of process creation, setup, and data integration.
• As CRM is now hosted via PowerObjects, no additional hardware, software modules, or licensing costs should be needed to implement further process improvements in the immediate future.
• Due to the current state of CRM being blank, little to no risk is associated with implementing solutions.
• The collection and utilization of student information can be streamlined.
• For example course survey information or student interest in ICT from admissions onward can be better cataloged and utilized.
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ANALYZE THE PROBLEM
• Problem Definition
• Improving upon already positive enrollment numbers
• Communications, marketing, and information sharing
• The ICT program offerings consist of:
• Masters in Information and Communication Technologies
• Undergraduate in Information and Communication Technologies
• Academic minors in Computer Network Systems and Design, Web Technology, and Enterprise Technology
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ANALYZE THE PROBLEM
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ANALYZE THE PROBLEM
• ICT-103 Survey
• Student information - Name, contact info, etc.
• Learner questions and reflection
• Future interests in ICT beyond ICT-103 - Measurable questions (scale 1-100) related to ICT major or minor declarations and future ICT course enrollment
• Students with a measured interest of 60/100 or greater are qualified as a lead
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ANALYZE THE PROBLEM
• Current survey is built using existing product owned or subscribed to by UW Stout IT
• Survey data is manually exported into CRM through spreadsheets
• No formal process for contacting qualified leads defined
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IDENTIFY POSSIBLE SOLUTION-CRM AND SURVEY INTEGRATION
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IDENTIFY POSSIBLE SOLUTION-MARKETING LISTS AND CAMPAIGNS
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IDENTIFY POSSIBLE SOLUTION-FORMS FOR REQUESTING INFORMATION
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SELECT AND PLAN THE SOLUTION
• Selected CRM and Survey Integration
• Plan1. Download and review the PowerObjects PowerSurvey User Guide to better understand
the software
2. Download and installed the PowerObjects PowerSurvey PowerPack
3. Configure the base PowerSurvey settings to establish a solid foundation
4. Create new or import existing survey questions and content
5. Test survey functionality and reporting capabilities
6. Revise content and/or functionality if necessary
7. Document processes and procedures for administrators or end users
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IMPLEMENT THE SOLUTION
• Hardware Acquisition
• Hosted Microsoft Dynamics CRM 2015 environment. No hardware needed.
• Software Acquisition
• MS Dynamics CRM 2015 (already in place)
• Office 365 Exchange email (already in place)
• PowerObjects Power Survey add-on for CRM 2015
• Contact with PowerObjects made. They offered full utilization of PowerSurvey add-on free of charge.
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IMPLEMENT THE SOLUTION
• User Preparation
• Stakeholders contacted and gave authorization to move forward with implementation
• Personnel: Hiring & Training
• No additional personnel required
• PowerSurvey User-Guide PDF User Guide
• ICT 103 Survey Step-by-Step Word Doc
• Training Video YouTube Video
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IMPLEMENT THE SOLUTION
• Site Preparation
• None needed
• Data Preparation
• None needed
• Installation
• Install PowerSurvey add-on into hosted MS Dynamics CRM 2015 environment
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IMPLEMENT THE SOLUTION
• Testing
• Use sandbox environment to test and tune the add-on without production impact
• Start-Up
• Once sandbox testing is complete, push to the ICT production CRM organization
• Round of testing in production environment
• User Acceptance
• Meet with Evan Sveum to ensure it meets customer needs
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EVALUATE THE SOLUTION
• What was the problem?
• ICT Program wants to double current enrollment
• What was the solution?
• Implement a survey that reports directly to the ICT CRM
• Does the solution solve the problem?
• Yes, by positively impacting the ability for ICT staff to increase current enrollment through communication and marketing
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We thank you for this opportunity to serve you and wish you BEST success!
Bradley StarksEric BruskyScott SantoskiTimothy Grabrian