Future Student Experience (FSE) CRM – Enquiry transition underway

15 February 2019

Future student enquiries have begun transitioning student enquiries from QS Enrolment Solutions (formerly ‘Hobsons’) to ANU staff. The initial switchover occurred from close of business on Tuesday 12 February. The following morning the FSE CRM Enquiry Team, led by Brent Hartland, began servicing prospective international students whose queries reached ANU via email and webform. From Thursday 14 February, all enquiries from prospective international students will be answered by Brent’s team, as phone lines revert to ANU from QSES.

Domestic enquiries will transition in the week commencing 18 February, with the same staggered approach being taken to mitigate potential spikes in query volumes, as well as teething issues the team may face. A number of resourcing and fallback contingencies are in place.

Mat Sharman joined the FSE CRM Team as Manager on Monday 11 February, initially on an interim basis. Mat has more than ten years’ education sales and marketing experience from the University of Newcastle, and will lead the enquiry and communications sub-teams in delivering a best-in-sector customer experience.

The CRM Project continues alongside the new business-as-usual processes described above, with Simone Chryssochoides having joined ANU as CRM Program Manager on January 7. Simone is leading the continued rollout of CRM functionality and will create the longer-term CRM vision as we move from Stage 2 implementation, to Stage 3 planning and implementation.

If you have any queries related to the CRM Project, please contact Simone at Simone.Chryssochoides@anu.edu.au.

If your queries relate to the FSE CRM Team and its enquiry or communications functions, please email CRM.Team@anu.edu.au.