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.
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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)
- Rebecca Findlay (Senior Transformation Lead)
- Marc Stevenson (Senior Project Manager)
- Gregor MacFarlane (Senior Business Analyst)
Project Governance
Sponsor & Chair:
- Tom Rice (External Relations)
CRM Steering Group
- Mary Johnson (External Relations)
- Jenny Fernandes (External Relations)
- Neil McChrystal (Information Services)
- Kris Purdy (Digital Experience)
- Bethan Ellis (PIA)
- Tony Corrigan (CoSS)
- Linda Atkinson (MVLS)
- Katherine Henderson (CoSE)
- Kath Williams/Matt Elliot (CoAH)
- John Redmond (Finance)
- Chris Ellis (MSDI)
- Jane Broad (Student & Academic Services)
CRM Work Packages and Timelines
Work Package 1
To ensure the successful introduction of CRM, it is necessary to secure experienced to manage the introduction of CRM. In addition, it is necessary to develop and embed enduring resources across the University to sustain the long-term management and development of the technology.
Work Package 2
Prior to procuring Enterprise CRM, we need to understand the institutional business requirements to ensure we procure the appropriate technology that will support long terms strategic ambitions across the University.
Work Package 3
A full market evaluation is necessary using the institutional business requirements to select the appropriate technology that support the long-term ambitions of the University. The procurement process will contribute to final business case and approvals.
Work Package 4
The introduction of CRM will be carefully deployed in phases using an iterative change cycle. Candidate experience is the focus on Phase 1, working in partnership with External Relations to transform the early stages of the student onboarding lifecycle.
CRM Work Packages - downloadable PDF