CRM Experience System

Our Customer Relationship Management (CRM) system supports student facing and Marketing colleagues in managing enquiries and to deliver marketing campaigns. We provide guidance, support and bespoke training to staff using the CRM system.

Our CRM system, Experience, provides online services to our enquirers and applicants to improve the customer experience.

The back office administrative system support Course Enquiries, Admissions and Marketing colleagues to answer email enquiries, book our prospects onto key events (applicant days, open days, events and campus tours) and to manage their queries.

For marketing Colleagues, the system supports a range of marketing campaigns for all of our audiences, to include event management, prospectus fulfilment, email conversion campaigns, support external visits and lead generation.

Training workshops

Workshops are available for staff in the following areas, as group or one-to-one sessions:

Manage email and phone enquiries.
Support overseas event exhibitions: lead generation/extraction and email campaigns.
Import home leads into the system for follow-up e-communications.
Update content in the Content Management System.
Event Management (applicant days, open days, online events)
Overview of execution of email marketing campaigns
Reporting.

Additional workshops can be provided where required, to support the customer experience and marketing campaigns.

To book a training session or to notify us of rule changes reflecting cms segmentation, prospectus fulfilment or sign-up form, then please email us.

Latest News and Functionality

Our system is hosted by a canadian supplier who provide bi-annual upgrades, to include both enhancements to existing functionality and new features. Information is circulated to all relevant users and workshops are available to demonstrate the features.

April 2012 New features

We encourage all users to forward on suggestions for improvements to the system. Please email us your feedback.

Training Documentation

The following documents provide guidelines on how to use the system to perform key tasks. Training is also available for new and existing staff in key areas. Always check the version numbers of the documents, as they are constantly updated in line with staff feedback.

I03 - Create a personalised email signature

IO2 - Send out Post-event emails to support IO visits

IO1 - Send out Pre-Event Email Campaigns to support IO visits

CRM01_ Log into the system

CRM02_Lookup an user's account

CRM03_Create a new account in the system

CRM04_Reply to contact's emails received in the system from an internal department

CRM05_Merge duplicate accounts

CRM06_Change a contacts mode and level of preference (order a new prospectus or view a new range of courses)

CRM07_Set a staff reminder for follow up call or email

CRM08_Reset a password for a contact (enquirer / applicant)

CRM09_Retire the account or opt the contact out of email correspondence