Hi Naomi,
Some answers for you below that may help you.
* How many staff look after your system and what are their roles e.g. Business Analyst, Support Officer
Our CRM is currently only used in the contact centre and for retention activities. There are 2 Administrators (Manager and Team Leader) at the contact centre and 1 Administrator in the retention team. This is not however the primary role of any of these staff. UoN does not have any staff or team who are focussed on CRM functionality, expansion etc - hopefully one day in the future!
'Senior Agents' within the call centre have access to make and edit changes to our online knowledge base.
* Do other areas of your university provide system support e.g. web customisations; if so a guestimate on work effort
Our web team provide limited support in making design changes to our self service site. Currently we have one 'go to guy' who can make the changes pretty quickly (a few hours or so). We have no other system support.
* What areas do your staff cover e.g. reporting writing, management cyclic processes, integration, agent support
Contact Centre administrators are responsible for email queue management, knowledge management, training and agent support and write and run reports
* Approximately how many support/requests do you receive from your users on a yearly basis
Our CRM use is limited to the contact centre staff and a few retention staff. We don't get 'support requests' as such, however we do make improvements to the configuration of the system based on feedback from regular users.
* Functionality being used, plus any extra functionality developed
Reporting and analytics, knowledge management, email queue management, surveys explorer
* Number of agents using CRM
Contact centre: ranges from 6-20 staff at a time (we have lots of casual staff who are employed to help out in peak periods)
Retention team: 3 staff
* Number of staff/students who use functionality (if applicable)
Reporting/analytics - 3 Administrators
Knowledge Management - 1 Administrator, 2-3 Senior Agents
Email Management - 2 Administrators (1 at contact centre 1 in retention)
Surveys Explorer - 1 Administrator (retention)
* Future priorities or current projects
Our DVC(A) intends a greater focus on, and wider roll-out of, CRM across his entire portfolio called UoN Students. UoN Students includes student services and support functions, academic administration etc (typically referred to as Student and Academic Services at other institutions).
Let me know if you have any questions!
FYI - I have CC'd the other members of the heug list in case anyone else can help you out :)
Cheers,
Pat
Patrick Considine | Senior Project Officer, Student Experience and Transition | The University of Newcastle
Tel: 02 4921 8965 | Email:
Patrick.Considine@newcastle.edu.au<
mailto:Patrick.Considine@newcastle.edu.au>CRICOS Code: 00109J
From: Sutherland, Niomi [
mailto:niomi.sutherland@jcu.edu.au]Sent: Friday, 15 August 2014 9:55 AM
To:
Broderick.jackson@vu.edu.au; Pat Considine;
h.lloyd@auckland.ac.nz;
mabrown@hws.eduSubject: CRM staff benchmarking question
Hi Everyone,
I have been asked to put together some benchmarking information relating to numbers of staff looking after CRM's at other universities. I was wondering if you would have the following information available that you would be able to share with me? Any help you could provide would be greatly appreciated.
* How many staff look after your system and what are their roles e.g. Business Analyst, Support Officer
* Do other areas of your university provide system support e.g. web customisations; if so a guestimate on work effort
* What areas do your staff cover e.g. reporting writing, management cyclic processes, integration, agent support
* Approximately how many support/requests do you receive from your users on a yearly basis
* Functionality being used, plus any extra functionality developed
* Number of agents using CRM
* Number of staff/students who use functionality (if applicable)
* Future priorities or current projects
Once finalised I am happy to send through a copy of the collated information to anyone who is interested.
Cheers and thanks
Niomi Sutherland
Training and Communications Manager, Student Systems
Division of Academic & Student Life
James Cook University, QLD, 4811
P (07) 4781 6669
I +61 7 4781 6669
F (07) 4781 6193
E
niomi.sutherland@jcu.edu.au<
mailto:niomi.sutherland@jcu.edu.au>www.jcu.edu.auhttp://www.jcu.edu.auLocation: Building DF.029 (Room 102)
JCU CRICOS Provider Code: 00117J
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