Student Service Delivery Project

(Flinders Connect Project)(Student Experience Project)

(CRM Project)

Office of Pro Vice Chancellor (Information Services)

Update to Information ServicesMay 2015

Topics

1. What is “Flinders Connect”

2. Scope of services

3. Channels

4. Technology

5. Timeline

What is Flinders Connect....….students are at the centre of the

University

… the plan emphasises the

need for centrality and

personalistaion of the student

experience…

…..enabling access to high quality information, advice and support

….. a new service delivery

model

…..a Centre of Excellence for managing student enquiries

What is Flinders Connect....

New Team

New Processes

New Solutions

?

Channels CoE• Leaders appointed (Mark Drechsler) + team• Service agents positions...yet to be filled

• Counter service...face to face• “Back office” service agents managing

enquiries through other channels web, email, phone, etc

• Top 3 Pain Points for students• Enrolments• Course credits and transfers• FAN Activation

• Customer Relationship Management System• FAQ solution & Web content• Student enquiry Web portal• Improved integration with the Student System • Phone “1300 Flinders” with IVR• Queuing solution (Virtual physical queues)• Other channels supported

Phone

F2F

Web

eMail

Smart

Social

Chat

Students(& prospects)

1. Service delivery– E.g. cashier service

2. General Enquiries– E.g. can you tell me how I....

3. Referrals to specialists (Co-located partner services e.g. careers & recruitment)– E.g. Student counsellors

4. Case management and referrals – E.g. Referring complex enquiries to specialists (eg Faulty/School experts)

5. Student Recruitment– E.g. Capturing and nurturing prospects– E.g. Open days– E.g. Marketing campaigns

6. Management and Supervisor capabilities– E.g. Service level monitoring– E.g. Workload & queue management– E.g. Reporting and business intelligence

7. Student Communication– E.g. Managing and maintaining content– E.g. Outbound student email communication

Scope of Services

Across both Domestic and

International students

Initial Channels in Scope• Telephone – 1300 Flinders with Computer Tele Integration

• Face to face – in the new hub

• Web portal (including FAQ, Enquiry lodgement and updates)

• Mobile device – tablet and smart phone

• eMail (with a strategy to reduce and minimise)

Capability in the Microsoft solution also caters for:• Web Chat

• Social media (e.g. Face Book)

Channels

1. CRM – Microsoft Dynamics (Cloud based)– Case and ticket management– FAQs database (MSD parature)– Web enquiry portal (MSD parature)– Marketing and student recruitment

2. Scribe – for data integration (Student Systems)

3. Q-Flow - Physical queuing/ticketing system

4. CTI – Computer Telephony Integration (screen pops)

5. Cisco (Leverage new network platform)– Interactive Voice Response and phone queues– WIFI for mobile devices (Open days, concierge)

6. Office365 – for calendar and eMail integration

Technology

DYNAMICS

Key Dates Aug Dec

Take-outs

1. What is “Flinders Connect” ... A COE for Student Service

2. Scope of services .... Service, Enquiries and Recruitment and referral of specialised requests/cases.

3. Channels... F2F, Phone, eMail, Web, Mobile.....then Chat and Social

4. Technology ..... Primarily the Microsoft CRM plus supporting tech.

5. Timeline .....Aug (central service) Dec Marketing.

Thank you.....questions?