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This stream is part of the ongoing CX program to enhance our customer relationship management platform in support of the 2018–2021 strategic plan.

The customer relationship management platform (CRM) plays a significant role in service and engagement activities associated with all University stakeholders.

The current platform will be enhanced by:

  • deploying it to the University’s organisational units to manage staff enquiries
  • integrating the CRM's Knowledge Base with web content, allowing content and knowledge to work together
  • introducing new functionality driven by users' operational requirements
  • improving functionality for managing users with a multitude of contact details (e.g. email addresses)
  • improving use of data from multiple upstream systems
  • introducing a natural language search, and other advanced search capabilities.

Strategic alignment

This stream of work will achieve the following from the ITS Strategic Plan 2017–2020:

Enhancing the student experience by:

  • delivering digital services worthy of a global top 100 University
  • supporting a digital experience that recognises staff and students as both consumers and co-creators of value
  • providing analytics that lead to insights and informed decision-making
  • partnering with organisational units to automate student-facing processes.

Delivering services that the UQ community values by:

  • measuring and enhancing the user experience
  • providing IT services that are simple, intuitive and seamless
  • making relevant data available to enable informed decision-making
  • undertaking a University-wide integrated approach that delivers efficient and effective services for the UQ community, and
  • enhancing the University’s ability to engage with its stakeholders.

The customer relationship management platform will deliver the following benefits:

  • Improved transparency and access to a customer’s interactions with the University, including course information, enquiries, marketing activities, and workflow requests
  • Increased availability and quality of analytics to inform planning and decision-making
  • Introduction of new customer service channels (e.g. online chat)
  • Improved ability for users to self-serve, and for staff to deliver high-quality service
  • Improved visibility and analytics on student and staff and enquiries to inform planning and decision-making
  • Improved internal collaboration and consultation between customer-facing teams.