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Transcript of JISC CRM – Case Study Event, January 20, 2010 JISC CRM Case Study The Development Office Brett...
JISC CRM – Case Study Event, January 20, 2010
JISC CRM Case Study
The Development Office
Brett Arnall
JISC CRM – Case Study Event, January 20, 2010
• Recruit former students to the Alumni Society (13,000 +)
• Engage with students, staff, governors & friends of YSJ
• Keep members informed and enthused about YSJ
• Raise funds for our annual fund – SPARK
• Raise funds for other approved YSJ projects
• Encourage philanthropic giving
Development Office Background
JISC CRM – Case Study Event, January 20, 2010
Before the CRM
• Over reliance on Registry due to the SITS system
• Time taken/difficulty in targeting specific demographics
• Inability to store historical data/key contact information
• Operating with a multitude of databases
• Duplication of contacts, who informs who re updates
• Not knowing what others were doing with key contacts
• Uncoordinated requests to send information out
JISC CRM – Case Study Event, January 20, 2010
No pain – no gain!
•13,000 records to be cleansed!
•12 week project
• Databases amalgamated to one
• Inputted key demographic data
• Started to create groups
• Preparation for our key fundraising
campaigns (Telephone/postal asks)
• Utilisation of volunteers
JISC CRM – Case Study Event, January 20, 2010
Case study 1
Telephone Campaign (Nov 09)
• 511 calls were made (320 answers)
• 17% pledged or contemplated giving
• £3,000 was generated for SPARK
• We promoted events & new book too
Benefits of the CRM
• We stored all the responses
• We updated 152 records for accuracy
• We have a list of people to ask/not ask
JISC CRM – Case Study Event, January 20, 2010
Case study 2
Postal campaigns 2009
• Annual alumni ask for donations (£8,000)
• We also sent out alumni questionnaires
Responses - University wide benefits (207)What jobs they currently do 171
Volunteering at YSJ 46
Further study/short courses 111
Business links 23
Student placement opportunities 71
Old John’s Day 119
Mentoring students 62
Provide a profile 62
Fundraising 22
JISC CRM – Case Study Event, January 20, 2010
The University wide benefits
• Targeting key contacts effectively
• Reduction in costs for errors
• Effective collaborations
• More knowledge on key contacts
• Improved service to user groups
The next stage:• Training (protocols)
• Monthly e-bulletins
• Alumination opportunities
JISC CRM – Case Study Event, January 20, 2010
Summary• Take the time to get the data right
• You should see quick benefits
• It is a long term project
• A University wide effect where
working together will increase
internal efficiency & improve the
service and opportunities to our
key users/partners