Email integration with CRM Support increases usage at Arizona State University

Session Number: 27439
Track: CRM
Session Type: Case Study
Presenter: Elizabeth Tetzner (Arizona State University)
Co-presenter: Frank Montoya (Arizona State University)

Room(s)/
Time(s):

Room 207A => Mon, Mar 01, 2010 (12:45 PM - 01:45 PM)

Target Audience: Functional
Audience Level: General
Level of Customization: Customization
Project Phase: Production
Project Go Live: Q4 2008
Version Presenting: PS 8.9
Product: PeopleSoft
CPE Eligible: No

Arizona State University is using CRM’s Multi-Channel Framework (MCF) core architecture, along with custom processes to create, update and close cases by email. Help Centers across the university, initially hesitant to adopt CRM, have since reached out the University Technology Office with requests to onboard their support areas after witnessing alternative methods to manage support cases in CRM.

This presentation will explore how ASU has leveraged PeopleSoft CRM ERMS delivered functionality along with in-house development to provide a gateway for product acceptance and expanded use across the ASU Community. Initial resistance preventing university support areas from taking advantage of CRM at ASU was due to lack of automation and performance concerns related to the creation and management of CRM support cases.

ASU will highlight the flexibility provided for submitting and managing cases through ASU portals and discuss the benefits to students, faculty and staff. The implementation of ERMS and custom processes has significantly reduced the manual effort required to manage inbound email and in some cases eliminated the use of the PeopleSoft Interface to manage CRM Support cases.

For Questions / Assistance - Email: support@alliance-conference.com - Phone: 602-734-5356

This event is hosted by the Higher Education User Group, Inc., which also handles all financial related processing