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BURIED ALIVE!How to become a capable 2nd
generation CRM user.
ABOUT US
A large dynamic research university
Applications (Fall 2015)
HS Seniors: 71,770Transfer: 17,022Total: 88,792
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BACKGROUND
We as an admissions outreach team were assigned as functional users of Radius 2 years after implementation.
We had no prior knowledge of the setup and only the basic understanding of the functions of the CRM.
The expectation was that would be able to send messages and schedule events immediately.
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Lack Of KnowledgeNo clue how data was being updated in the CRM, the partnership with IT was unclear..
No Clear TargetVery little understanding of targets, campaigns, and communication plans.
Unorganized DataImportant data was not organized and contact records had conflicting information.InsecurityLack of trust in sending out messages.
THE PROBLEMS
ContentThe messages themselves were plain and boring.
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NO CLEAR TARGETS
Very little understanding of targets, campaigns and communication plans.
34 54 32 43 26 70
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25%
75%
25%
25%
25%
75%
UNORGANIZED DATA
Important data was not organized and contact records had conflicting
information.
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INSECURITY
Lack of trust in sending out messages.
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LACK OF KNOWLEDGE
No clue on how data was being updated in the CRM, partnership with
IT was unclear.
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CONTENT
The messages themselves were plain and boring.
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Seek HelpScheduled a product
advisor to walk us
through training.
Clean UpCleaned up contact
records and identified
fields that were
required.
Understand Data
Understanding how
data was mapped and
understanding the
fields that were
defined.
A TeamOrganized a team that
understood each
function enough to be
an alpha user.
Hobsons UniversityAttend Hobsons
University.
WHAT DID WE DO FIRST?
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CONTACT HOBSONS
Contacted Hobsons – Scheduled a product advisor to walk us through
training.
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CLEAN UP
Cleaned up contact records and identified fields that were required.
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UNDERSTANDING DATA
Understand how data was mapped and understand fields that were defined.
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Organized a team that understood each function enough to be an alpha
user.
BUILDING A TEAM
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ATTEND HOBSONS UNIVERSITY
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THE FIRST CYCLE
Approval process for
targets and workflow
was created.
Approval Process
Events module was utlized and
implemented as part of event
planning.
Events Module
Built trust with the IT
staff.
Reduce Insecurity
Analysis of results
using CRM were used
to guide for fiuture
planning..
Analyzing ResultsMessages were
updated and
templates were
created.
Updating Content
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UPDATING CONTENT
Messages were updated and templates were created.
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WORKFLOW
Approval process for targets and workflow was created.
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EVENTS MODULE
Events module was utilized and implemented as part of event
planning.
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IT STAFFBuilt trust with the IT staff.
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ANALYZING RESULTS
Analysis of results using CRM were used to guide future
planning.
TODAY
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CONTACT RECORDSAs an outreach team, we currently have over
1,000,000 contact records in the CRM.
1,000,000
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DATAWe are able to correctly upload data and organize it
efficiently.
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COMMUNICATION PLANS
We have full fledge communication plans for the
major cycles we run.
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WORLDWIDEWe have utilized the events module to run over 40 unique events worldwide.
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UNIFIED BRAND
Unified branded image for all templates and emails.
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NEXT STEPS FOR THE FUTURE
Continue in cleaning the database, updating fields depending on vendor
1Clean & Update
Enhancing the visual appeal of messages
Visual Appeal
Creating more customized messaging
Customization
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EMAIL SAMPLES
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UCI: SHINE BRIGHTER
QUESTIONS?
THANK YOU!
