Enhancing University of Oregon's Customer Relationship Management System

UO Customer Relationship Management (CRM) Garron Hale, Projects Director, IS Stuart Laing, Budget Director, BRP Mark McCulloch, Director of IT, BAO Michael Cappelli, Supervising Contracts Officer, PCS Greg Shabram, Associate Director, PCS

Customer Relationship Management (CRM) Enables building lifetime connections with the University of Oregon Strategy-driven effort that focuses on helping our constituents Focuses on excellent, unifying UO experience Brings together the processes related to recruitment, student success, and advancement into one platform

UOs Customers and Data Students, parents, alumni, donors, corporations, employers and staff members everyone in our institution s community Consolidates customer information and documents into a single database Data such as a lead s/customer s name, gender, educational background, telephone, email, marketing materials, social media, preferences, communications, etc.

Advantages Increased Value to UO Reduce the number of CRMs on campus > $360,000 spent on 16 CRMs FY 15-16 Meets IT consolidation goals Prevents duplicative FTE tasks Prevents data silos and duplicative data Prevents duplicative application purchases Prevents duplicative efforts and messeges

Advantages Increased Data Visibility Improved recruitment and retention process Improve decision making by providing enhanced reporting and data analytics Constituents will have a single, consolidated record Provides centralized, current, accurate and secure data Automated workflow processes: tasks, calendars, alerts, performance, and productivity Enables easier access to information with granular permissions Allows for personalized messages to customers

Advantages Improved Communication Increased coordination between units Prevent duplicate efforts between units Automatically tracks all contact and follow-ups between units and constituents in one common database Provides real-time numbers, data, and graphs that may be useful in decision making Smarter marketing, budget planning, and allocating resources to the most effective marketing campaigns

Procurement Process RFP will be contracted via existing GPO/State Price Agreements CRM Procurement Committee (16 key stakeholders, 12 units) Admissions Financial Aid Registrar Graduate School Advancement University Communications Career Center Lundquist College of Business Information Services Student Services and Enrollment Management American English Institute International Affairs

Implementation Roadmap Data governance discussions and plans Vendor selected Three rollout phases Foundation Building - student and advancement Expanding Functionality other units Extending Services other relationships

Challenges Sunset existing CRMs, ending contracts Push back from departments unwilling to conform Data governance not yet addressed Long rollout process, implementation costs

Next Steps S-PAC to determine if strategic procurement of a single CRM is in the best interest of UO Upon S-PAC approval, we will post and solicit comment from UO community VPFA will make a final determination