Title

Customer Relationship Management (CRM) Implementation

Status
Status:
Completed
Start Term
Start Term:
Fall 2023
End Term
End Term:
Summer 2024
Project Leads
Project Leads:
Director of Applications and Infrastructure
Core Team
Core Team:

Director of Applications and Infrastructure, Director of Enrollment Management, Director of Student Experience

Ad Hoc team
Ad Hoc team:

Vice President of Institutional Effectiveness and Technology, Vice President of Student Affairs, Interim Dean of Student Affairs, Lead Applications Developer, Director of Student Success, Director of Financial Aid and Records, Data Analyst, Human Resources Faculty, Academic Advisors

Pillars of Success
Pillars of Success:
Financial Sustainability
Strategic Plans
Strategic Plans:
Annual Work Plan
Project Purpose

Project Purpose

  • Ensure effective tracking of students through the entire lifecycle, including prospective student communications, current student communications, course success, early alert indicators, registration information, tracking academic plans and viewing of pertinent student data.
  • Provide a space for students to interact with key employees including advising, financial aid, and counselors/social workers; as well as provide a method for secure upload of documents and track progress towards goals.
  • Provide managers a dashboard to track ongoing progress on enrollment, registration and completion of financial aid.
Deliverables

Deliverables

  • Leverage the existing Minnesota State contract with Technolutions to use their Slate CRM
  • Contract with an implementation partner
  • Implement the partner plan
  • Decommission existing CRM’s (Oracle Service Cloud (OSC) and Salesforce)
  • Integration from ISRS into the CRM
  • Dashboards for supervisors, managers and students
Project Scope

Project Scope

In Scope

All student affairs units. The student life cycle and retention.

Out of Scope

Foundation, Workforce Development Solutions (currently out of scope, may change depending on results of the RFP).

Effectiveness Measures

Effectiveness Measures

Goals

Full implementation of Slate as the college’s CRM.

Key Performance Indicators/Metrics

Decommissioning of current CRMs: Salesforce and OSC. Usage by admission, enrollment, advising, Financial aid, and support services

Metric Collection and Review Schedule

At full launch of Slate, then again at three and six months.

Reporting of Results

Updated on the Project Charter website and report to the Vice President of Institutional Effectiveness and Technology and the Vice President of Student Affairs at data collection periods.

Constraints

Constraints

Integration with ISRS.

Financial Impact

Financial Impact

Total estimate for Slate is $25k for use across the student lifecycle. With a Slate implementation partner, Post-Captain, it will cost $30k.