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Streamlining Customer Relationships with CRM at Sydney Institute

Sydney Institute is adopting a CRM (Customer Relationship Management) system to centralize customer information, ensure a consistent process across staff, and enhance service quality for partners and commercial clients. By forming a project team to examine our current practices and developing clear flow charts, we aim for a common understanding of roles and responsibilities. Customizing the CRM software to fit our needs, we will trial the system before its live launch in April next year. This initiative promises increased data quality, access to a single information source, and more efficient workflows for staff.

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Streamlining Customer Relationships with CRM at Sydney Institute

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Presentation Transcript

  1. Ambition in Action

  2. CRM(Client Relationship Management)

  3. What is CRM? • CRM is a term to describe the method that is used to manage customer relationships in an organised way

  4. What is our current system? • Staff are currently using many methods for managing relationships with partners and commercial customers

  5. Why is Sydney Institute moving to CRM? • To centralise information on customers to provide a top level view of our relationships • To easily share and access information • To ensure that every staff member across the institute is using the same process • To provide a better level of service to customers and partners

  6. How did we start? • The Institute looked at the processes we currently use to manage customer information

  7. Then? • A project team including, college directors, ADEPs, head teachers and business representatives was formed to look closely at our processes

  8. What came next? • We looked at common names and terms so if somebody on one side of the institute says something…we know what it means

  9. What did we discover? That we needed a clearer understanding of • Who • What • When • How

  10. Then? • We developed flow charts so that everyone involved could clearly see their role and the role of others

  11. Then? • The Institute decided to pilot these processes and a CRM system has been chosen to assist this process

  12. What now? • CRM software is being customised to suit the needs of Sydney Institute

  13. What next? • The system will be trialled and tested before the pilot goes live in April next year

  14. What are the benefits for you? • Access to one source of information • Increased quality of data • Common language • A clearer understanding of “who” is responsible for “what” • Less time spent collating data for your manager

  15. When do I hear more about CRM? • Prior to the pilot going “live” further information will be available to you

  16. “Whist IT and Software Applications play a role in enabling CRM, it is ultimately the actions of people that will bring the best results”

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