Microsoft CRM deployment for constituent management at a leading US private school
The client ranks among the top five private co-educational college-preparatory institutions, located at a leading K-12 school district in the United States.
- The data of constituents (students) was stored in different applications on different platforms and updated at different times. The school sought a centralized repository of information to better serve its constituents.
- Based on biographic, demographic, and psychographic information, the school wanted to identify cross-sell and upsell opportunities to reach out to as many constituents as possible.
- The school required a front-end system to integrate applications for various programs.
- It was imperative to store de-duped constituent information across legacy systems and integrate constituent and application information with various legacy systems.
Infosys implemented a constituent management system. It enabled the school to accurately identify all constituents (students and prospective students) in real-time, and serve them better.
Infosys demonstrated its Schools Interoperability Framework (SIF) expertise to implement the solution, as illustrated below.
The project consisted of three tracks:
Data migration: Involved extraction, cleansing, standardization, and de-duplication of constituent information in 10 legacy systems and loading onto CRM.
CRM: Solution was based on the MS CRM 4.0 platform. It is a non-traditional use of the CRM system, whereby students are regarded as customers / contacts and the school’s programs and courses are considered to be products. The processing of application forms is mapped to lead and opportunity management in the CRM system.
Integration: Involved inserts / updates to data in the legacy systems that were synched up in real-time with CRM using SIF framework and Microsoft BizTalk Server. The school’s program manager congratulated the Infosys project team on completion of the project. “I want to take this opportunity to thank each one of you for ensuring that requirements and processes were vetted. Thanks for creating awareness about the functionality and design of CRM.”