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The Future of Higher Education: CRM for Colleges and Universities - BrainSell Technologies - ContactCenterWorld.com Blog

The Future of Higher Education: CRM for Colleges and Universities

Some may think it’s distasteful to think of higher education institutions as businesses. But the roles that colleges and universities play in their relationships with students and faculty have changed from being a bureaucracy of educators to a customer-centric service organization.

With this deep-set change in philosophy, colleges and universities have also changed their approach to business technologies — most notably, they have embraced the use of CRM software. Administrations use CRM software to enhance student experiences, track and maintain operations and outreach, and develop a deeper understanding of their processes. Here are the top 4 ways colleges and universities can improve their organizations with CRM software:

1. Improving Prospecting for Future Students

Student recruitment can be tricky. Wide-reaching strategies aren’t the most effective way to pull in the interest of target demographics such as soon-to-be high school graduates, local community members, or family of alumni. On top of this, dealing with a constant influx of engagement from people who communicate in different languages, live in different regions, and use different technology channels can become overwhelming without the correct tools to manage it. CRM software can track and automate a lot of the processes involved in this engagement with prospects, such as gathering and storing prospect information, sending follow-up messages, distributing content, and communicating on social media (if integrated with CRM). In addition to this, reporting tools inside many of major CRM platforms can provide additional insight on the influence of prospect demographics on the application process, or which marketing campaigns result in the most lead conversions (which, in the case, are conversions from interested students to applicants).

2. Tracking Student Life-Cycles Throughout Admission, Enrollment, and Graduation

Colleges and universities can use CRM software to track students from the admissions process all the way to graduation. 

Part of the advantage to this is that it will increase retention rates and ensure that students won’t drop out or transfer to a different university.  But it takes a lot of time, money, and effort to manage students throughout their life-cycle as a student — which can last anywhere from 2 years to nearly a decade. The main way colleges and universities use CRM software to nurture student life-cycles is by personalizing communications and leveraging data to develop messages accordingly. CRM software is a quality and consistency control tool that allows institutions to branch out of the siloed department-specific approach to forming relationships with students and instead taking a university-wide one. Administration can also use CRM software to advertise courses to enrolled students, and provide information about student services, career fairs, or university events. Juggling these programs is difficult and admin-heavy without a CRM that can centralize information and outreach across all departments. 

CRM can also help student achieve academic success and maintain personal well-being, if set up to remind students of upcoming deadlines, exam schedules, or information resources. Many platforms are easily customizable. For example, many universities set up alert systems for when students dip below a given GPA — which triggers a number of automatic CRM tasks, such as sending alerts to necessary faculty, placing the student on probation within the CRM, or emailing the student with information about student counseling services. 

3. Staying Connected with Alumni and Donors

Many colleges and universities cannot survive without generous financial contributions from alumni and community leaders. For this reason, they’re always on the hunt for better ways to raise money and prompt donations — which is infinitely harder to do if they don’t build successful and long-lasting relationships with donors and alumni. Along with a decrease in public funding for higher education and rise of student loan interest rates (which discourage students from enrolling and paying tuition), fundraising from donors and alumni is more important now than ever before. With the help of a CRM system, administration can centralize donor and alumni information and use it to send out automated messages and outreach during the most convenient and effect times of the year. These messages might include updates on the success of the institution’s programs or students, stylized infographics or reports of university-wide improvements, and information about rewards or benefits programs for contributors. Built-in CRM analytics tools can help determine the messaging and events that result in the most contributions. Colleges and universities can also use CRM software to recruit donors or alumni as potential employees or administration. 

4. Gaining Insight on Organization-Wide Data and Processes

Like any other organization before the rise of business technologies, colleges and universities used to gather data on internal processes the old fashioned way — with pen and paper records shoved into cabinets in the back room, or with complicated spreadsheet files full of redundant or outdated information. With CRM, gathering and updating data or compiling it into a report for stakeholders is simple. Built-in reporting and analytics tools make it easier for individuals and departments to access information. This allows everyone to make informed decisions and strategize for growth in a much shorter time.

Administration can also use CRM software to gain insight on their processes by integrating their CRM with other business software. Data collected at the many touch points along the student life-cycle are lost if CRM isn’t integrated with other technologies such as social media tools, marketing automation tools, or financial management tools.  This lead to a lot of delays and errors in data, as the hand-off of information from one tool to another has to be done manually. Not only does this was a lot of time, money, and manpower, it can seriously affect the accuracy of data, mislead department heads into overlooking (or even over-hyping) problems in their processes, and ultimately lead higher-level individuals within the organization to make bad strategic decisions.

Changes in operational processes and organization-wide philosophies are giving way to the fact that relationships with students, alumni, employers, donors, and faculty are extremely important to the health of higher education. Despite residual discomfort with the idea of treating students like customer, CRM software is an essential tool for running colleges and universities. Proactive colleges and universities are using CRM software to improve and grow their organizations. 

Source: https://www.brainsell.net/blog/2019/02/crm-for-colleges-and-universities/

Publish Date: February 19, 2019 5:00 AM


2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



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