CRM System and Application Request for Proposal
This past year the University of Idaho has rolled out many new initiatives to assist with meeting our strategic plan goals for enrollment and retention. This summer we are working to identify a customer relationship management (CRM) tool that will meet the needs of our campus and increases access to all who play a vital role in supporting students and families on their journey to joining the U of I. The CRM tool is a crucial component of student recruitment and allows us to track engagement, contact history and the task of how we help prospective students enroll at the university.
A CRM is a Customer Relationship Management tool that allows you to store and manage prospective student information, like contact information, accounts and leads in one location and streamline the whole process — from initial point of contact and advertising through application and enrollment.
U of I uses CRM systems to manage data, interactions between recruitment and advising teams and their student populations, manage direct marketing campaigns and application processing, organize events, and run reports.
Technology is an ever-evolving industry. To ensure that our tools continue to be the best at serving our students and business needs, we conduct an RFP to evaluate the marketplace every few years.
With a new needs analysis designed to help take the CRM system enterprise-wide and to help our admissions processes go paperless in both graduate and undergraduate areas, our needs have evolved from when the tool was first implemented. An RFP gives us opportunity to assess how our current tool meets our new needs as well as giving us insights into what others have to offer.
By streamlining the process for students and ensuring continuity of services as they are communicated with by various units across campus – from Strategic Enrollment Management (SEM) to University Communications and Marketing (UCM) to college advisors and faculty. Additionally, we are seeking further data analytics to provide trending and deeper insights into behaviors throughout the students and families decision process.
This project will be managed in three phases. Phase 1 (the RFP process) scheduled to end December 2018. Phase 2 is planning and implementation work with the vendor and internal stakeholders; Phase 3 is deployment. Timelines for Phase 2 and Phase 3 will be determined once a vendor has been selected and approved.
The project is in the early stages of the request for proposal, so cost is unclear at this time. When vendors have responded, the project will be able to determine the solution or approach that best suits the needs of the university and estimates will then be determined based on the solution or approach selected.
In the initial phases, no. In the long-term, yes. The vision is to have a system that will be accessible by those with a business need across campus. Initial set up will focus on the foundational requirements — application processing, data management, communication flows.
CRM systems fundamentally allow us to personalize and automate much of our communication with prospective students. As we look to expand communications across additional units, it will allow us to provide the same level of high-touch communication across the campus, ensuring the best customer service and experience possible.
For questions regarding this project, please contact either the project manager or project sponsors.