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

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