Future Student Experience CRM – Implementation on course for February transition

14 December 2018

The FSE CRM Team has been working with its implementation vendor to develop the new Customer Relationship Management (CRM) and marketing automation software ahead of a planned February 2019 switch-on. This will see future student enquiries transition in to ANU, from QS Enrolment Solutions (formerly ‘Hobsons’) with the first of these planned to occur from February 12. This will mean an improved customer experience as queries are answered more quickly, accurately and authentically, and should reduce the need for other areas of ANU to respond to queries. This means those subject matter experts can focus on more impactful work that makes key differences to university life (e.g. producing content to support the customer journey) rather than responding to repeated, often simple, queries by phone and email.

We will also switch from broadcast communications executed via QSES, to sophisticated nurture and conversion campaigns via Eloqua, with improved reporting and testing capabilities.

The FSE CRM Team now consists of 7 core staff members and 2 project colleagues. They are supported by the ITS Project Manager and Business Analyst. We intend to continue building capability and expertise in the new year and are committed to the continuing engagement of partners across ANU. If you have any questions or comments, please contact CRM.Team@anu.edu.au