Managing Relationships in Education with CRM 3.0

Presented by: Mark Ehlers, CRM Consultant

Date: Friday, 30 March 2007

What’s On The Agenda Today

Power Business Systems Partnership Strength

New Choices for Managing Relationships with MS CRM

Education Benefits with Microsoft CRM

Customer Relationship Management with MS CRM

Managing Contacts

Correspondence Tracking

Scheduling

Plug-ins for Maze and Integris

Demonstration

Power Business Systems Est. 1986

CRM and ERP Business IntelligenceSoftware Development

.Net

Java

Cold Fusion

Mobile

Technologies

Microsoft

Dynamics

Sage Accpac

Pronto

SQL Server

Crystal Reports

Business Objects

Power Business Systems Success

Small Businesses Large EnterprisesMidsized Companies

How to Manage Customer Orientated Challenges?

Creates a customer-

focused culture

An end-to-end process that allows you to have a single view about each

student

Helps your employees analyze and

action enquiries and information

Makes it easier for employees to

collaborate internally and externally

A Winning

CRM Strategy

How is CRM Different from Contact Management?

Customer-Centric• Contact Management AND Correspondence Tracking, List Generation,

Fundraising Management and Advanced Find features

Process-focused• Workflow drives consistent execution and improves transparency

Team-oriented• Collaborate with others inside and outside of the school or department

• Schedule and brain-storm internally and externally

What Do Institutions Need From CRM Systems?

Reliable user adoption

Great fit

Fast, flexible, and affordable technology

New Choices For CRM Systems Today!

Yesterday’s ChoiceComplicated CRM

Systems That You Own

Generic Hosted

CRM That You Rent

Microsoft Dynamics CRM

Customise to Your Needs

Easy to Get, Easy to Use – At school and/or Hosted

Today’s Choice

Heavy, complex,

and expensive

Basic but

“easy to get”

Education needs

something in the

middle

The Power Of An Integrated Solution

Sales Service

Marketing

Service-oriented

architecture built

on industry standards

Easy for users to adopt

Easy for IT to manage

Deploys on-premise

or hosted

A complete CRM suitethat utilises the

power and productivityof the Microsoft platform

• Works the Way Technology Should

– It’s fast, flexible, and affordable

Key Benefits Of Microsoft CRM

• Works the Way You Do

– It’s an easy and natural wayfor your people to use CRM

• Works the Way Your Organisation Does

– It can be tailored to fit each School or Tertiary Institution and their needs

Microsoft CRM | Works the Way You Do

• Native Microsoft

Outlook Folders

& Command Bar

• Automatic

calendar,

contact, task and

email

synchronisation

• Quick views

of relevant

information

Drivesales,

service, and marketing right from Outlook.

Track activities

with a single click. Share views

across your team.

Microsoft CRM | Works the Way Your School Does

• Powerful reporting via SQL

Reporting Services

• Take data into Excel while

maintaining a live data link

• Secure, roles-based access

at the database level

• Create workflow based on

standard and custom entities

• Evaluate conditions and

actions across systems

Correspondence

Received

Student?

Log to

Administration

Log Call or

Email

Assign to

Appropriate

Department

Alert

Teacher and

Dept Head

Y

N

Microsoft CRM | Works the Way Technology Should

Roles-Based

User Experience

Workflow

and Visibility

Integration and

Extensibility

• Use Outlook, browser, or mobile device

• Get just the right tasks to each user

• Intelligent links to Microsoft Office

• Drive more consistent process execution

• Tailor the system to fit your business

• Get instant visibility and alerts

• Achieve More transparency and accuracy

• Web services architecture

• Connect multiple systems in real-time

• Easily import & export data

Key Challenges in Managing Education Services

• Communication

• Absenteeism

• Lost communications

• Enquiries

• Administrative

Documentation

• Complaints tracking

• Raising funds for

specific needs

• Ensuring support of

events run by the

school

• Contacting appropriate

entities

• Organisation of Events

• Scheduling

• Extra-curricular

scheduling

• Leave Scheduling

• Examination Marking

• Learning Agendas

• Document Tracking /

Collaboration

Relationship and

Correspondence Management

Fundraising /

Event Management Scheduling

Managing Education with Microsoft CRM

Business

Intelligence• Manage performance

• View successes and

action items

• View class

performances

• Manage streams

Manage

Communications• Automatic

Correspondence

• Multiple

Communication Paths

• Call Logging and

Tracking

• Sales functionality

for fundraising

Administrative

Control• Develop and

Manage processes

• Track

Communications

• Automate Processes

Scheduling• Parent teacher

meetings

• Lunch Rosters

• Extra-curricular

activities

• Room bookings

Integration with Maze and Integris

Business

Intelligence• Proactive forecasting

and future

management

Store tracked

Communications• Store

Communications and

attach them to

contacts files straight

from Outlook.

Process Control• Use the workflow

manager to enhance

processes

• Automate tasks

LEGACY SYSTEMS

Microsoft CRM | Education Key Benefits

Manage students Schedules. Improve student attendance at School, Parent Teacher interviews and Extra-Curricular activities.

Improve Parent Teacher Relationships by ensuring correspondence with parents is tracked and enhance the ability to contact parents on issues directly.

Decrease absenteeism by using Business Intelligence to view classes with the highest rates of absenteeism, track correspondence with parents and guardians and improve duty of care.

Improve Independent Support by communicating with benefactors on a regular basis. Track the communications and monitor the success of campaigns.

Analyze Student performance with comprehensive reporting tools designed to maximize effectiveness in decision-making, maximize student and teacher performance.

Improve Fundraising Success with campaign management, list generation, automation of processes and advanced identification abilities.

POWER

BUSINESS

SYSTEMS

Microsoft CRM | Customised Functionality

Microsoft CRM | Custom Entities – Contacts become People

Microsoft CRM | Add Types of People

Microsoft CRM | Use your internal language

Microsoft CRM | Demonstration

Correspondence

Sending an EmailChoose the contactSend the emailSee in History

Booking a MeetingChoose a ContactBook the MeetingView in Activities

Administrators

Changing Security RolesMake a new roleAssign to a user