ANZ Presentations

Swinburne introduced an agile project that was to improve the functionality of Oracle service cloud and provide a better Customer experience. This was going to be provided through the following, increased usage by additional teams, introduced new channels (SMS, Live chat), integration with other University teams and the introduction of automated communication campaigns based around student lifecycle activities. To support this we have developed a classification of a contact/student lifecycle in relation to the CRM. This has helped generated a new university direction where we have started to develop whole of University CRM strategy.