CRM Strategy

This strategy defines the CRM approach from 2012 to 2015, which will lead to the CRM strategy aligning with the overall UWS strategy - "Making the Difference" - that ends in 2015 and that has, and future UWS strategies will have, a significant impact on the CRM strategy.

The strategy includes the CRM Stage 1 rollout project, which commenced in March 2012 and defines the rollout schedule of schools and divisions until 2015.  The summary timeline for rollout until 2015 is:

Timeline for CRM rollout

Year	Candidate
End 2012- Start 2013	Office of the Vice-Chancellor Office of the Deputy Vice-Chancellor (CSS) School of Medicine Contact Service Centre
End 2013	UWS Development Alumni Relations Office Scholarships Team Student Enquiry and Information Services (Student Central) Client Services Team UWS College
End 2014	Institute of Complementary Medicine Commence rollout of schools (order to be defined at a later date)
End 2015	Complete rollout of schools Careers and Cooperative Education Complaints Handling Unit

The order of implementing the different Schools and Divisions on the centralised CRM ecosystem has been decided based on a number of factors including the current need, size, complexity, Executive visibility, prerequisites and the ability to decommission existing applications.  However, this roadmap has been developed based on current resourcing and feedback from stakeholders.  With additional resources or feedback, more divisions of the University may be added in each year or some schools or divisions implemented earlier than scheduled.

Through adherence to this rollout schedule it is expected that the implementation of the centralised CRM ecosystem within the University will have a greater chance of realising the CRM Mission and Vision.