Lifetime Communications Project
https://uisapp2.iu.edu/confluence-prd/display/CRMLChttps://kb.iu.edu/data/ayqt.htmlhttp://www.kelley.iu.edu/itlabs/crmdemo/
September 27, 2010Lifetime Communications Project – CRM Roadmap Lessons Learned
What is CRM?According to Wikipedia: Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects
At IU: Constituent Relationship Management
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Lifetime
Weighing optionsand analyzing
the benefits of IU
Enrollingat IU
Deciding on amajor
Graduating fromIndiana University
Work Work
Work
Considering moreeducation with IU
Enrolling ingrad school
at IU
Achieving fulfilledobjectives through
IU education
Initial contactwith prospective
student
Attends IU camp or event
Gary Anderson, M.D.
• Undergraduate , Wayne State University• Med School at Michigan where senior year cardiology research led to
American Heart presentation and a place at Krannert Heart• Intern at IU School of Medicine• Resident at IU with Dr. John Hickam• Military Service• ’71 joins IU School of Medicine faculty as Assistant Professor• Start consulting relationship with Motorola and Motorola with IU• ’74 Met Kathy at Krannert 3 weeks before east coast departure • ’74 Recruited away-IU cannot match and opportunity too good• ’76 Hewlett Packard relationship develops (9 years)• ’83-’86-Asst/Assoc Dean-Hahnemann U-(now Drexel U)• ’87 Joined NYSE Company as EVP for Technology• ’88 CEO MDI• ’90 Formed TL Ventures• ’96 Purchased house in Brown County• ’99 Dan DeHayes recruits for Kelley School/Johnson Center• ’03 KSB/JCEI Faculty appt and KSB Dean‘s Advisory Board• ’05 IUMC Advisory Board and Jacob’s School Dean’s Advisory Boards• ’06 IU Foundation Board• ’07 Chair Jacob’s School Dean’s Advisory Board• ’08 Formally move to Indiana as residents• ’09 Appointed to President’s Economic Cabinet
“I get something from IU in print or email
seemingly every day.”
Current Situation
Initial contactwith prospective
student Weighing optionsand analyzing
the benefits of IU
Enrollingat IU
Deciding on amajor
Graduating fromIndiana University
Work Work
Work
Considering moreeducation with IU
Enrolling ingrad school
at IU
Achieving fulfilledobjectives through
IU education
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???Attends IU camp or event
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[Phone]
[Email][Chat] [Self Service]
[Campaign]
[SMS]
StudentSystems
Alumni/DonorSystems
PurchasedData
DepartmentalSystems
TALISMACampus Interaction Management Hub
Knowledgebase
University-wide CRM Benefits
• Unlimited, Unmetered Use (6 year contract)– No fees per campaign– No subscription fees
• Basis for Policy Development
• Lifetime View of Constituent Contact Information
• Constituent Control of Opt-in/Opt-out
Why Talisma?
Interaction Management•Track history across all media (email, phone, SMS, in-person)•Automatically capture/assign incoming emails
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Why Talisma?
Campaign Management•Multi-step workflows•Automatic and manual steps•Electronic and print mailings•Dynamic mailing lists
Why Talisma?• Custom Object Framework• Configurable user interface• Analytics engine• Event management• Knowledge Base• SMS integration
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What this means for PAGR:• New tool for mass communication• Replacement for WhatCounts• Communication with members of the
media• Communication with legislators
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Project Committees:
Executive CommitteeImplementation Task Force (ITF)Project Team
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Executive Committee• Brad Wheeler, IU VP for IT & CIO, Chair• J.T. Forbes, Executive Director IUAA, Chair• John Applegate, IU VP for Planning and Policy• Charles Bantz, IUPUI Chancellor & IU EVP• Karen Hanson, IUB Provost & IU EVP• Dorothy Frapwell, IU VP for Legal Affairs• Mike Sample, IU VP for Public and Government
Relations• Gene Tempel, President of the IU Foundation• Nasser Paydar, IUE Chancellor• Karen Adams, President's Office• Sara Chambers, LC Project Director
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Implementation Task Force Committee• Barry Walsh, OVPIT, Chair• Jim Kennedy, Student Enrollment Services (SES), Chair• Frank Acito, IUB school representative• Victor Borden, Institutional Reporting• Beth Cate, Legal Council• Stephen Hundley, IUPUI school representative• Valerie Peña, Public Affairs and Government Relations (PAGR)• Jim Perin, IU Foundation• Becky Porter, IUPUI, Student Enrollment Services• Sonya Stephens, IUB• Jack Tharp, regional campus representative• Pete Yoder, Alumni Association• Sara Chambers, LC Project Director, Ex-Officio• Merri Beth Lavagnino, OVPIT Policy Office, Ex-Officio• Duane Schau, UITS Support, Ex-Officio
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Project Team Members
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Campus Management
UITS Advancement University Administration
SES, Ugrad/Grad Schools
Professional Schools
Project Managers
Keith Costello
Sara Chambers (Dir.), Dave Strus (PM)
Don Grinstead Valerie Peña, Greg Polit, Kelly Kish
Laurie Sullivan Jared Beard
System Managers
Amit Mishra Dave Strus
Raj Adhikari, Rebecca Batman, Brandon O'Leary, Sherri Knieriem
Greg Polit, Momi Ford
Todd Neal, Tony Emmons
Jared Beard
Local Implementation Team Coordinators
LIT coordinators in each department work with System Managers.
Release 1.0: August 2010
• IUPUI Undergraduate AdmissionsConversion from Talisma 8.0 to 8.5
• Kelley Undergraduate Programs
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Departmental CRM to Enterprise CRM
Talisma 8.5: Higher Education Foundation (HE Pack)
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Contacts and Leads
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Contact:•Person•One record per individual
Lead:•Relationship with a department•More than one per individual
Contacts and Leads
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Contact
Lead
Lead
Lead
Lead
Production Launch
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1. Migrate Data 8.0 to 8.5
2. Test and Verify Data
3. Turn on SIS data feed
4. Test and Verify Data
5. Turn on Incoming/Outgoing Email
Capability
6. Launch first communication campaign
Future Scope• Continued roll-out for admissions• Continued roll-out of departmental
recruiting• Alumni• Members of the media• Legislators• Faculty and employees
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