Enterprise CRM is a new strategic technical capability being introduced to support transformational change for the University of Glasgow.
While Enterprise CRM offers the institution the potential to transform across the student lifecycle and beyond, the introduction of CRM will be carefully implemented in iterative phases. Phase 1 focuses on the candidate's experience (attraction & recruitment). The project's success will be delivered by collaboratively designed processes and embedded resources across the University.
Overview of CRM Project
This project leads the way in delivering a strategic enabler of transformation change for the University of Glasgow. Our ambition is to harness the new technology, which when implemented with collaboratively designed processes and embedded resources across the university, will completely transform the onboarding lifecycle for students and staff.
For students, we will develop seamless journeys that are tailored to specific student groups and their requirements, using modern and intuitive interfaces. We’ll improve communication and guidance, allowing students to self-serve or access correct support when necessary.
For staff, we will create a 360-degree view of the student. We will optimise and streamline processes, using new technology to introduce automated workflows, all of which will aim to increase the efficiency and satisfaction of our staff.
For the institution, we will improve the quality and accessibility of data to develop a sustainable and scalable service to support better planning and decision making. In addition, we will deliver a new strategic capability that enables transformation for student and staff experiences beyond onboarding.
Meet the Project Team
Transformation Team:
- Graham Stein (Director of Student Lifecycle)
- Cameron Legg (Transformation Lead)
- Gregor MacFarlane (Senior Business Analyst)
- Marc Stevenson (Senior Project Manager)
- Zuzanna Mirowska (Project Coordinator)
- Frances Docherty (Senior Communication & Engagement Lead)
Project Governance
Sponsor & Chair:
- Tom Rice (External Relations)
RTE Steering Group
- Andrew Struan (Student Academic Services)
- Karen McElveen (Finance)
- Kirsten Swankie (PIA)
- Mary Johnston (External Relations)
- Jenny Fernandes (External Relations)
- Kris Purdy (Digital Experience)
- Bethan Ellis (PIA)
- Sarah Richardson (CoAH)
- Matt Elliot (CoAH)
- Kath Williams (CoAH)
- Duncan Ross (CoSS)
- Tony Corrigan (CoSS)
- Linda Atkinson (MVLS)
- Alison Devlin (CoSE)
- Anne Dunlop (CoSE)
- Stephany Biello (CoSE)
- Leann Brennan (MSDI)
CRM Implementation Discovery Phase
The CRM Implementation Discovery Phase is to build detail and confidence into the benefits case, implementation plan, and solution design which will be delivered as part of the Phase 1 implementation, leading to the defined project outcomes. The Discovery Phase shall be broken down into 4 milestones.
Milestone 1
- Team Mobilised
- Project Vision Document
Milestone 2
- Updated personas and user journeys
- Future state process maps
- Baseline benefits data collected
- Additional admissions requirements
Milestone 3
- Validated Requirement Assumptions
- Solution Design
- Implementation Project Plan & Project Charter
- Implementation Project Governance
Milestone 4
- Strategic Account Management