Post on 01-Jan-2016
Student Service Delivery Project
(Flinders Connect Project)(Student Experience Project)
(CRM Project)
Office of Pro Vice Chancellor (Information Services)
Update to Information ServicesMay 2015
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
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
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.