>> Client Engagements: Open Learning Institute of TAFE, QLD - Implementation of Customer Relationship Management System

Implementation of Customer Relationship Management System based on the Saleslogix software package. This included development of the (Customers Are Really Everything) CARE business process model to support students in enrolling and studying at the Open Learning Institute. The final solution included an on-demand printing solution that automatically mailed personalised marketing information to students.

Open Learning Institute of TAFE, QLD - Implementation of Customer Relationship Management System
Client
Disciplines	Business Process Review and Re-engineering; IT Lifecycle Management; System Evaluation and Selection; Customer Relationship Management
Situation	OLI needed to capture the necessary information to convert enquiries and track student progression, which was key to maintaining government funding.
Challenge	The limited existing technology - an unsupported in-house developed software package - neither tracked enquiries nor converted them into potential students.
Response	OLI devoted consultant and staff resources to develop a solution. The base Saleslogix product was selected from a number of responses as the preferred solution. The product was then customised to meet the processes that had been designed with OLI staff. The call centre was developed to manage requests through a number of channels including mail, web, email, phone, and fax. Funds management solutions including cash management, BPAY, Credit Cards, and direct funds transfer. Implementation included staff training in the management of customer relations, especially with students and corporations. This allowed the marketing department to co-ordinate direct marketing activities thereby optimising the enquiry to conversion ratio.
Outcome	The system was implemented with an eight-person call centre. The enquiry to enrolment conversion rate increased significantly following the implementation.