Research, purchase and implement Customer Relationship Management System (CRM) :: PIP System (SUNY Orange)

Research, purchase and implement Customer Relationship Management System (CRM) Print All

Initiative Title	Research, purchase and implement Customer Relationship Management System (CRM)
Submitted in Previous Year(s)	2019
Critical Information, Notes, Justification, Rationale	Currently, our admissions department does not have an efficient way to track our inquiry and applicants through the admissions funnel without having to run manual process. In addition, many of our offices in Student Services send out a number of communications. Unfortunately the current systems we have in place do not allow other departments in Student Services to view this information. This makes it increasingly difficult to assist our students. A CRM would allow for our department to track and maintain all admissions data, allow for cross communication among student services divisions and would assist with event and admission application management.
Consequences of this initiative not being funded	Many SUNY Community College's are utilizing CRM in their recruitment plans. In order for us to stay ahead of the game, we need to make sure we are providing a service that our students of today come to expect. In addition, not having a CRM calls for a lot of manual reporting. A CRM would not only enhance our communication but give us live data as students go through the admissions funnel.
Department Goals	Track and maintain application enrollment status through CRM
Programs
Locations	Main Campus
Estimated Completion Date	09/01/2020
Will this initiative span multiple budget years?	Yes
Importance	High
Funding Source	Request for Prioritization
Created	11/24/2019 8:07 am
Updated	01/16/2020 12:20 pm

Institutional Goals

Goal	How will the initiative support this institutional goal?
STRATEGIC PLAN 2015-2020 PRIORITY I: Awareness and Access: We will raise the visibility of the College and communicate the value of a SUNY Orange education through enhanced outreach efforts and educational opportunities a: Increase online offerings as a means of expanding access, increasing enrollment, and promoting academic success.	CRM would help the Student Services Division have more access to live data. In addition, we will be able to track and report on our applicant pool, streamline our communication with incoming students and have a more robust event management system.
STRATEGIC PLAN 2015-2020 PRIORITY I: Awareness and Access: We will raise the visibility of the College and communicate the value of a SUNY Orange education through enhanced outreach efforts and educational opportunities c: Expand the visibility of the College’s excellent programs and services through strategic marketing efforts.	Able to use the communication models in the CRM program to effectively communicate with our students.
STRATEGIC PLAN 2015-2020 PRIORITY III: Collaboration and Communication: We will develop connections between internal and external constituents and advance mutually beneficial partnerships. We will promote a culture of trust, respect, and collective responsibility. c: Improve management of information to increase transparency and centralize communication practices.	CRM would allow for cross communication among departments.

Action Steps

Action Step	Responsible Party	Order
Research CRM Programs	Admissions	1
Get CRM on project priortization list	Admissions	2
Purchase CRM and implement systems integration	Business Office, IT, Admissions	3
Test CRM	Admissions & IT	4

Expected Outcomes

Outcome	Order
Better use of technology to track and report out on applicant data.	1
Better cross communication amongst departments in Student Services regarding a students record.	2

Assessment Methods

Method	Description	Other Method	Responsible Party
Institutional Data	Review both program and student data that is collected at the institutional level. Data can include program enrollment, retention, transfer, student GPA, etc.		Admissions & Institutional Research

Resources

INITIAL YEAR COST:	$15,000.00
RECURRING COST:	$15,000.00

Equipment

Need	Cost (Initial/Recurring)	Supporting Departments
CRM Product	$15000.00 / 15000.00 (1st year)	Business Office
TOTAL:	$15,000.00 / $15,000.00

Facility

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Supply

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Staffing

Need	Cost (Initial/Recurring)	Supporting Departments
CRM Product	$0.00 / 0.00 (1st year)	Information Technology, CIO Office
TOTAL:	$0.00 / $0.00

Training

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Marketing

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Other

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Prioritization

Level 5 Level 5 Cabinet Middle States	Level 4 Level 4 PBIE Committee	Level 3 Level 3 Academic Affairs and Student Services, Provost, VP Office Administration and Finance, VP Office Board of Trustees Chief Diversity Officer Institutional Advancement, VP Office President, Office of Student Services, VP Office SUNY Orange Foundation Sustainability Workforce Development, Strategy & Innovation, VP Office	Level 2 Level 2 Alumni Relations and Special Events Athletics Business Math Science and Technology, AVP Office Business Office Career and Internship Services Communications Office Enrollment Mgt and Student Financial Services, AVP Office Facilities Food Tech Grants Health Professions, AVP Office Hudson Valley Educational Consortium Human Resources, AVP Office Information Technology, CIO Office Institutional Planning Assessment and Research Lab School Learning & Student Success, AVP Office Liberal Arts, AVP Office Marketing Newburgh Campus Phi Theta Kappa Security Student Engagement and Completion, AVP Office SUNYOrange PLUS	Level 1 Level 1 Academic Advising Academic Support Middletown Academic Support Newburgh Academic Technology Accessibility Services Admissions and Recruitment Arts and Communication Behavioral Sciences Biology Bursar Business Capital Projects Center for Student Involvement Center for Teaching and Learning Clinical Laboratory Science Computer Science and Technology Criminal Justice Cultural Affairs Custodial and Grounds Dental Hygiene Deployment & Operations Diagnostic Imaging Education Educational Opportunities Program Educational Partnerships English Enrollment Support Services Environmental Health and Safety ESL Financial Aid Global Studies Governance High School Equivalency (HSE) Honors Program HVAC Information Services & Network Infrastructure Interdisciplinary Studies Liberty Partnership Program Library Mail and Copy Services Maintenance Mathematics Movement Science Nursing Occupational Therapy Payroll Physical Therapy Records and Registration Science Engineering and Architecture Student Services - Data Management Student Services Central Student Services Newburgh Campus Student Support Initiatives Testing Center TRiO Student Support Services Unused Wellness Center Workforce Development Programming Workforce Student Support Youth Empowerment Program	Initiative Title	Department
2	2	1	7	2	Research, purchase and implement Customer Relationship Management System (CRM) $15,000.00 / $15,000.00	Admissions and Recruitment

Assessment

Date	Department Name	Status	Cost to Date	Funding Source
No results found.