Administration & engagement
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.