2. Student Service Delivery Project (Flinders Connect Project) (Student Experience Project) (CRM Project) Office of Pro Vice Chancellor (Information Services) Update to Information Services May 2015

3. Topics 1.What is “Flinders Connect” 2.Scope of services 3.Channels 4.Technology 5.Timeline

4. 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

6. 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)

7. 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

8. 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

9. 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

10. Key Dates AugDec

11. 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.

12. Thank you.....questions?