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Monday, August 31, 2009
LU Leads Industry with CRM Implementation
Lynchburg, VA, August 12, 2009- Liberty University has been anticipating a tool that will enable the University to connect current and potential students with Alumni and donors throughout the world to build a community of individuals who have been fused with the University. Oftentimes, the biggest advocate for colleges and universities are the students, alumni and donors because they believe in and have lived the mission of the school. Liberty is no different; its alumni and donors continue to partner with the University to help mold and shape the University into what it is today.
In January 2009, Liberty University Information Services embarked on a journey that will last through 2011 when it partnered with Planet Technologies to implement Microsoft Dynamics CRM. “Microsoft Dynamics gives us a competitive CRM platform by which to stand on and develop functionality that differentiates us from our competitors. We are very excited about our future direction with this product and how it will enhance our ability to service our students and prospective students,” commented Matthew Zealand, CIO at Liberty University.
In August 2009, the first and second phases of the project were implemented in the Resident Enrollment call center and the implementation has been ushered in with great excitement and success at all levels.
The project has morphed the traditional Customer Relationship Management (CRM) tool into an Anything Relationship Management (XRM) solution. An XRM is a modified or redefined CRM that takes the shell and concept of the traditional CRM tool and morphs it to allow, in our case the University, to focus on relationships, communication, and service providing a 360 degree view of the customer. When the project reaches full completion, the University will be able to reach its customers where they want to be met and focus our marketing efforts there.
“Other institutions are trying to implement a CRM solution and integrate it with their ERP to gain that holistic view of their student’s data. Here at Liberty we have succeeded so far and anticipate additional success as we expand the tool and consolidate the information,” stated Chris Hara, Project Manager. “Liberty prides itself as being a leader in the industry. The complexities of this project have been a clear indication of the talent and quality of our IT staff.”
In the coming months the Liberty University plans to deploy the XRM to the Alumni/Donor Relations Office, LUOnline, Athletics, Career Center and eventually University-wide. This implementation schedule has been highly analyzed and kneaded to align with the overall mission of the University, “Training Champions for Christ.”
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Liberty University in Lynchburg, Virginia, is the country’s largest Christian university with over 11,000 students attending residentially and over 35,000 students attending Online with a campus that stretches more than 5,000 acres and over 2.9 million square feet of facilities.
If you'd like more information, please contact Luke VanWingerden, Manager of IT Customer Communications, at (434)582-2250
Posted at 1:13 PM | Comments (0)
