Wednesday, March 9, 2016


Have you wondered about what CRM for Higher Education offers and whether you need it for your educational institute?
You might if you:
  1. Have enquires coming from various sources and want to ensure effective follow-ups.
  2. Want to find out how many leads are getting converted in a month and how your admissions counsellors are performing.
  3. Are using hard copies or word or excel to manage leads or enquiries.
  4. Would like to have a better student or faculty feedback tracking OR trouble ticket management solution.
  5. Finding it difficult to maintain effective relationship with your alumni and corporate donors.
  6. Are not sure what was your return on investment for your marketing campaigns.
  7. Would like to have instant reports on campus wise fees collection.
  8. Want to better market your MDP programs and manage corporate relations.

If you are facing these problems then let us see how CRM for Higher Education can help you:
  1. CRM for Higher Education can automate lead and student management. SMS, Email campaign and Social Media campaigns can be organised and regular interaction can be managed from a single platform. This could help significantly shorten the admission life cycle process.
  1. CRM for Higher Education provides student and faculty self service portals that are integrated with your website. Faculty can login to view student feedback, voice their concerns and give feedback for improvement. Students can raise issues related to his/her course work, hostel facility, campus facility etc. This CRM ensures that such feedback and complaints are recorded and assigned & escalated to the right campus authorities.
  1. CRM for Higher Education system can also contribute towards effective alumni engagement by keeping record of previously graduated students and facilitate regular interaction with them. This will help an institute getting new admissions, donations, enhance industry connect and organize alumni interaction events by sending email alerts, social media notifications, SMS etc. through CRM.
  1. A complain management system can be integrated with social media platform and also via emails, calls and SMS. Regular updates via email, SMS, social media related to fee payments, regular course work, placement related opportunity, placement support, industrial training can be achieved through CRM for Higher Education.
  1. Institutes can provide access to the accounts department for fee management. CRM for Higher Education is essential for an institute with multiple campuses since it facilitates campus management.
  1. CRM for Higher Education can be used to maintain relationship with various external stakeholders for placements, corporates interested in MDP programs, financial institutes offering student loans and many others.
  1. CRM for Higher Education can make detailed reporting of all the financial investment that has been done for campaigns and various other aspects and can generate extensive report on the same.

SimpleCRM for Higher Education:
Starting at $10/user/month OR INR 700/user/month, SimpleCRM provides a comprehensive, scalable, enterprise CRM for Higher Education Institutes. Among other things, it helps to:
  • Track online enquiries, site-visits and follow-ups
  • Email & SMS campaigns to drive lead generation
  • Manage & Track enquiry-to-applicant-to-admission process
  • Call-Centre integration with popular Telephony solutions to enable 360° view pop-up of caller
  • Events triggered Email & SMS alerts to applicants/students
  • Integration with Social Media such as Facebook, Twitter, Google Adwords to capture leads directly into CRM
  • Run HelpDesk to capture and resolve student & faculty complaints.

Click ‘Schedule Demo’ button at top of the page to arrange for a free, comprehensive consulting and demo session of how SimpleCRM can help you grow!

What is Omni Channel Help Desk CRM?

What is Omni Channel Help Desk CRM? 

Say a company offers a great product or service, has a great lead generation engine and a crack sales team, who wins tons of new business every month. It has everything going for it in terms of customer acquisition but does not have a Help Desk CRM or Support Centre CRM. So the question becomes, are its customers experiencing a great customer service for the products or services purchased, are their issues and enquiries getting promptly addressed, are they satisfied after their purchase or are feeling buyer’s remorse? In short, is the company able to retain most of its customers after acquiring them?
A good support center or help desk crm allows you to interact with the customers who call in with problems or send emails to A better customer support crm will also provide a customer self-service portal where customers can log in to report (and track statuses of) their issues.
In today’s digital world there are additional ways in which a company can interact with or engage its customers:
  1. Website chat sessions – Organizations are increasingly offering chat support on their websites. If a customer is discussing his or her issues on the chat, those issues need to be tracked with equal priority as those reported by traditional support channels and the customers should get uniform support experience across all channels.
  1. Social Media like Facebook, Twitter – In some ways it’s good to have angry customers who call and yell at you. They are letting you know where your product or service is lacking and giving you an opportunity to address the problems and retain those customers. What you need to watch out for are those unsatisfied customers who don’t contact you and either silently switch over to competing products/services and bad mouth about your product or services, often in social media. Luckily, the best support center solutions make it possible to automatically monitor your company Facebook page posts or Twitter handles of your customers (or specific Twitter hashtags) and get alerted in form of tickets or cases when certain pre-defined keywords are mentioned on Facebook posts or Tweets. And once a ticket or case is created in your CRM, the usual customer support processes kick-in. It is even possible to respond from within your CRM directly to Facebook or Twitter posts.
  1. Depending on your situation, there could be other sources of capturing customer problems and creating tickets to track them. Some organizations have outsourced L1 support operation and they may get tickets in form of a daily excel/csv file or through direct integration with their outsourced service providers systems.

Good so far?

So Omni Channel Help Desk CRM solution allows servicing customers over all possible channels, consolidates communication in one central place and provides a consistent customer support experience.
Right, we couldn’t have summarized it better!

Now once the tickets or cases are captured in the CRM from various sources, the next important aspect is handling tickets assignments. Here a good help desk crm provides rules based ticket routing that includes:
  1. Round Robin – Automatic ticket assignments one by one to the support team.
  2. Least Busy – Assigning ticket to the CSR having least number of open tickets in his/her bucket.
  3. Location Based – Assigning ticket to the CSR based on geographic proximity of customer and CSR
  4. Skills Based – Assigning tickets to CSR based on their skill-sets with the product or service the customer is complaining about.
  5. Priority Customers Based – Assigning tickets to most senior CSRs for ‘Category A’ customers.

Another important aspect is ticket escalation and enforcing SLAs. Good support center crm solutions offer ability to define escalation rules setting capability where you can define:
  1. When an escalation should be triggered – for example, escalate an urgent ticket within 4 hours, a high-priority ticket in 8 hours, a medium-priority ticket in 12 hours and so on.
  2. Who should be notified – CSR, CSRs reporting manager, other members of the support team, Support Centre Head, etc.
  3. What action should be taken – for example, re-assign the ticket to another CSR, do nothing, etc.

Ok understood. Now I suppose it is time for you to make your pitch?
Er..yes. As a comprehensive CRM solution, SimpleCRM provides a fantastic omni channel help desk crm or support centre crm capability that is pre-integrated with several popular call-center solutions. We offer both On-Premise and Cloud deployment models. Our cloud offering is hosted out of our secure Amazon Web Services (AWS) and IBM cloud servers.

Forrester's Top CRM Trends For 2015

Forrester's Top CRM Trends For 2015
Trend 1
CRM is ripe for fragmentation. CRM technologies are 20 years old, and today much of core sales, marketing, and customer service capabilities are commoditized. CRM solutions today are chock-full of bloated features and functions which are rarely used to their full extent. We predict the demise of this category. CRM will fragment to better support end-to-end business processes. There will be a much deeper alignment between sales and marketing CRM to support lead-to-revenue management processes. Customer service CRM solutions will converge with workforce optimization and queuing and routing technologies to better support the end customer and more effectively manage agent workloads. 
Trend 2
Companies will operationalize insights from connected devices. Today, with ubiquitous connectivity, connected devices are expected to proliferate at a rate of 50 billion by 2020. We predict that insights derivedfrom the web of connected devices (the Internet of Things, or IoT) be more greatly leveraged within CRM to offer  deeply personalized engagement delivered in context, better planning and anticipation of future customer needs, proactive, and even pre-empitive service with faster resolution, lower costs in times of failure and better customer satisfaction. 
Trend 3
Companies will leverage insights for relevant experiences. Insights derived from customers and interaction data captured in CRM can be used to deliver relevant customer experiences across their life cycle. Insights from mobile data — like location — create phenomenal insights about a customer's environment. For example, doctors in Africa link malaria medication supplies to location data, while retailers are looking at melding online and in-store experiences with deeply personalized service. We predict that companies will use insights from CRM data to acquire more profitable customers through better targeting, to reduce the cost of acquisition in the early stages of the relationship, to cross- and upsell to the right customers, and to increase wallet share through loyalty, retention, and recovery programs. They will support these activities through various analytical solutions deployed across the customer life cycle. 
Trend 4
SaaS CRM is here to stay. After years of hype, discussion, and gradual enterprise adoption, the market for CRM SaaS is here to stay. Companies look to replace legacy CRM with SaaS solutions today at a higher rate than  ever before. SaaS CRM has gained traction as it provides lower upfront costs, better flexibility, and faster time-to-value compared with traditional on-premises applications. To be successful, organizations must focus on lightweight, agile governance processes where technology management creates rules and guidelines for SaaS usage, but leaves the selection and management of the SaaS CRM application primarily to the business user.