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TriView CRM Updates

The project team will be updating this website throughout the project with information about the platform, progress updates, campus communications, and general resources available to the campus community. Continue to come back to this webpage throughout the coming months to continue to learn more about TriView, our new Customer Relationship Management (CRM) tool, as well as where we are within our project and how to connect with the project team. 

 

Purpose

A CRM platform is specifically designed to facilitate relationships through the organization of and efficiency in communications, processes and workflow. It will enable us to share information across departments, ultimately resulting in a holistic view and approach to serving our students by bringing the most commonly used, needed, and retrieved information to a 360 view in a single interface. 

The “why” behind what we do will not change, but the “how” and sometimes the “what” will change through the implementation of this technology. People remain the core of our competitive advantage as we continue to be a community of “passionate people transforming lives and building strong communities one student at a time.”  This platform further solidifies our ability to serve all students as we focus on ‘One Student’ at a time.  Successful implementation of a CRM will allow our employees to focus more time and energy on engaging and supporting students and proactively addressing student barriers. Combining a high-touch and technology enabled approach, and coupled with proper systemic and cultural shifts of our work, TriView will increase our effectiveness and operational efficiencies. These efforts should lead to fewer departmental silos and single employee points of knowledge, resulting in improved student educational outcomes.

By integrating information stored in existing software and technology resources, TriView can:

  • Allow our employees to focus more time and energy on proactively engaging and supporting students and addressing student barriers;
  • Combine a high-touch and technology-enabled approach;
  • Increase effectiveness and operational efficiencies when coupled with systemic and cultural shifts;
  • Lead to fewer departmental silos and single employee points of knowledge;
  • Integrate information stored in existing software and technology resources;
  • Limit the number of platforms employees need to access;
  • Present a more holistic view of student information;
  • Track student interactions with offices and employees;
  • Support the prioritization of needs to best use limited time and resources;
  • Automate some messaging and outreach; and

Help us achieve our goal of a “single front door,” regardless of the student, program, need, or next step.​

Phase1

Technical Foundation Building

During this phase the project team will be focused on building out the technical environment for the product to run effectively and setting up appropriate access roles and settings. While those tasks are underway, functional baseline decisions will be made, including data structures, alignment/movement of data across systems, and training for initial users.

Phase2

Expanding Functionality

  • The first functional project phase will start at the beginning of the student journey with TCTC. This phase will involve recruitment and admissions and focus on the communications and engagement of potential students while they are prospects, applicants, and newly admitted students.
  • A new, modern, admissions application to the College will be designed and launched.
  • Current communication plans will be assessed, updated, and implemented, spanning a multitude of communication and engagement methods between the admissions staff and incoming students.
Phase3

Extending Student Services

A student’s next step in the journey involves Enrollment Services (TC Central, Registrar’s Office/Student Data Center, and Financial Aid) and Student Success Coaches, so it is logical that these areas will be the next ones on which the project team will focus. The staff in these offices will begin using TriView on a regular basis when interacting with and advising individual students. The tool will allow staff to gain a broader knowledge and understanding of each individual student from a centralized, modern interface. Mass communications from these offices will go through a process design and implementation stage, ensuring all large communications and plans align across departments and fit within the College’s desire to have one voice. 

Phase4

Cross-Campus Integration

The final phase will take the information learned from phase 3 and implement similar integration across the remaining support offices and departments across campus. These areas include (in no specific order) the Cashier’s Office, Career and Employability Resources, Testing, Bridge Programs, High School Dual Enrollment, I-BEST, all Academic Divisions, all Community Campuses, Student Support Wellness and Engagement, and the Learning Commons. During this phase subject matter experts from individual offices will work side by side with the project team to design and implement their specific mass communication plans in alignment with the rest of the College, as well as to be trained on using TriView for greater efficiencies.

CRM stands for Customer Relationship Management, which is a platform for storing and managing prospective, applied, admitted, and enrolled student information (contact info, history, plans, and goals) — all in one central location. But it’s not just a fancy contact list. A CRM solution is one of the most valuable, game-changing pieces of business technology available because of the ways a platform like TriView it can use that information.

The College recognized long ago the need for greater technology platform integration and holistic student data and support. As such, CRM discussions have been happening over the past 10 years. Significant foundational structure, integration, and process improvement was needed and is now completed, setting the stage for a successful CRM implementation. A CRM will facilitate relationships through the organization of and efficiency in communications, processes and workflow. It will enable us to share information across departments, ultimately resulting in a holistic view and approach to serving our students by bringing the most commonly used, needed, and retrieved information to a 360 view in a single interface.

Our CRM will allow our employees to focus more time and energy on engaging and supporting students and proactively addressing student barriers. Currently, targeted outreach efforts include extensive manual work that is both time-consuming and time-sensitive. Combining a high-touch and technology enabled approach, TriView will reduce significant administrative burden through increasing effectiveness and operational efficiencies leading to fewer departmental silos and single employee points of knowledge.

Everyone! Students will receive personalized, specific, and just-in-time communications, and benefit from increased ease of navigating educational structures, communicating and engaging with campus employees, and accessing their own personal data. Faculty and staff will benefit through the reduction of administrative burden when communicating with various student populations and advising and building relationships with individual students. By integrating information stored in existing software and technology resources, TriView will limit the number of software tools employees need to access, present a more holistic view of student information, track student interactions with offices and employees, support the prioritization of needs for effective use of limited time and resources, and automate messaging and outreach.

A CRM works in two primary functions. First, it is a communication tool allowing for dynamic, specific, and timely communications to students without the manual efforts required to send every single communication. Second, a CRM brings together data and information from multiple tools into a single user interface, providing a more holistic student view, as well as task and to-do functions, placing students who need support front and center of advising and counseling staff/coaches. 

 

An industry leading platform, TargetX has invested significant resources in research and development and the design of best practices with a unique understanding of individual college needs. Using the 80/20 rule (80% baseline/20% customized) the platform leverages best in breed technology and practices with the flexibility to meet TCTC’s unique needs. Throughout the implementation phases, the project team will be working with process owners to determine best practices and adjustments to current process, while maintaining our unique “one student at a time” vision.

We will be able to provide better student service with a CRM through:

    1. enhanced contact management tools, a complete view of all students, and the delivery of excellent customer service in a timely manner through any communication channels our students choose;
    2. process automation to simplify the student experience in navigating complete organizational structure; and
    3. relief from administrative burden in collecting information and communicating with diverse student populations, allowing faculty and staff to spend less time looking information up and more time with students.

The CRM project will be going through a multi-year, multi-phase implementation. Please refer to the current implementation roadmap at tctc.edu/TriView.

There are four main elements that have the potential to derail this project. Those include failure to properly estimate effort, failure to control scope, failure to dedicate the right internal resources and/or failure to invest time and effort to getting user adoption and buy-in. The structure developed for this project has taken each of these items into consideration and designed to minimize the risks. The project team’s ability to say yes, or need to say no, will likely be rooted in one of these risk factors.

A huge benefit of CRM is automating routine, yet time-sapping tasks, which saves countless hours. This allows more time for advising, support, and teaching. For example, say you want to send an email follow-up as part of your department’s advising efforts.  With a CRM you won’t have to remember or manually look up a major or even fliter by students who have or haven’t been advised or registered. You simply create a campaign with a few simple rules (built by end users) to automate the outreach efforts like email, text, and call options. Relationships will be nurtured across students and faculty/staff through these personalized, dynamic, timely communications.

A CRM platform makes the same information accessible across the wide. This means almost any student-focused activity can be better and more easily coordinated — within and across departments, from recruitment to advising to support services. Also, because student information and activity are updated in real time, every employee is always working with up-to-the-minute information on students and our interactions with them, like stages in the student lifecycle, missing requirements, or notes and communications sent and received by other departments.

An industry leading platform, TargetX has invested significant resources in research and development and the design of best practices with a unique understanding of individual college needs. Using the 80/20 rule (80% baseline/20% customized) the platform leverages best in breed technology and practices with the flexibility to meet TCTC’s unique needs. Throughout the implementation phases, the project team will be working with process owners to determine best practices and adjustments to current process, while maintaining our unique “one student at a time” vision.

As excited as we are for this tool, it is important to recognize that TriView cannot be all things to everyone. It will not generate organization or reporting structure changes, it will not fix bad data or poorly designed processes, and it will not solve all problems and frustrations. It will certainly help in major ways, but it is important to realize that it is not a silver bullet. Additionally, artificial intelligence and predictive analytics are current buzz words across high education. While a CRM will improve the College’s access to information and decision making, TriView is not designed to perform artificial intelligence or predictive analytics actions, and as such, will not perform these functions in a traditional or literal sense.

 

Questions?

Contact the Project Team:

Adam Ghiloni – aghiloni@tctc.edu – 864-646-1583

Luke VanWingerden – lvanwing@tctc.edu – 864-646-1474

Tasheka Wright – tjohns32@tctc.edu – 864-646-1566

Robin Weaver - sweaver2@tctc.edu – 864-646-2079