Hi Niomi,
Hope the info below helps. Apologies for the delayed response.
Regards
Dipesh ext 2357
Got a Question? AskUs
http://www.askus.ecu.edu.auFrom: Sutherland, Niomi [
mailto:niomi.sutherland@jcu.edu.au]Sent: Wednesday, 13 August 2014 9:34 AM
To: Peter COTTAM;
c.dell@griffith.edu.au;
vivienne.counter@usq.edu.auSubject: CRM staffing info request
Hi Everyone,
I have been asked to put together some benchmarking information relating to numbers of staff looking after CRM's at other universities in Australia. I was wondering if you would have the following information available that you would be able to share with me?
* How many staff look after your system and what are their roles e.g. Business Analyst, Support Officer. We currently have 4.5 FTE looking after the CRM. The CRM is being used in various areas of the University. The staff also administer/support multiple other systems including our Contact Centre telephony solution. Development work is generally outsourced as we mostly provide business support.
ECU has
* 1x coordinator
* 1 x 0.5 Knowledgebase engineer
* 3 x Development and support Officers.
* Do other areas of your university provide system support e.g. web customisations; if so a guestimate on work effort. No. We try and do what we can within the team, and outsource anything beyond our technical capabilities
* What areas do your staff cover e.g. reporting writing, management cyclic processes, integration, agent support. Mostly all areas namely reporting, administration, agent support, training, upgrades etc
* Approximately how many support/requests you receive from your users on a yearly basis. We logged 1875 requests for the year ending 20/08/14. These don't include support over the phone, which we currently don't log
* Functionality being used, plus any extra functionality developed. Campaigns, knowledge management, analytics, mobile ready pages, organisations, service, surveys, SME, guided assistance, custom objects, PTA. Functionality developed are: Office of Advancement use RightNow for Alumni and donor management, student retention (case management)
* Number of agents using CRM. Approx 400
* Number of staff/students who use functionality (if applicable). We have about 23000 students who use the knowledgebase.
* Future priorities or current projects. Events management via RightNow, RightNow/Callista integration
Any help would be greatly appreciated.
Also, if you know of anyone else who I could contact for this type of information please let me know.
Cheers and thanks
Niomi
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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