Customer Relationship Management (CRM) Programme, Explained
This Explainer details what the CRM Programme is all about. It covers the background, benefits of a CRM, what’s coming up, and how staff can get involved. To learn more about the Vision of the Halo Programme, please see here. Please also visit our SharePoint.
Strategic Alignment
Aligning with the University Strategic Plan
The Halo Programme will enhance the student journey and nurture lifelong relationships with alumni. It also supports the University’s IT Strategy by promoting common solutions and simplification.
Aligning with Digital Transformation
Halo supports the University’s broader digital ambitions by aligning with several key areas of the digital transformation programme:
• The Data Programme - Accurate, consistent and complete student and staff data is required to support the CRM Platform.
• Agile Continuous Improvement Delivery model - The CRM programme and platform will be using an Agile (CI) Delivery model to enable the programme to meet the evolving needs of the University and global digital landscape.
• The Identity Improvement Programme - Making it possible for colleagues involved in giving people access to Oxford’s buildings, software, and services to have accurate and trustworthy identity data at their fingertips
Change Programme
Halo is first and foremost about change and how this change is facilitated by technology. The primary focus is on how the platform begins with strategic objectives as well as business needs and processes and then designs capabilities around that. It is co-created with stakeholders across the collegiate University so that together we can transform the staff, student and alumni experience.
Fulfilling strategic objectives
Halo begins with your strategic objectives .
(then designs capabilities around this).
Halo identifies the services you are trying to deliver.
(then provides the technology to support that).
Halo clarifies the goals of where you want to get to.
(then creates a rich, relevant and simple digital journey to take you there).
Celebrating authorship
Halo provides an opportunity to re-imagine your own business processes at a local level to deliver a better experience for staff, students and alumni.
(The platform then automates these processes for you).
The Halo platform is designed by you (not something done to you).
You have a crucial voice in developing exactly what is delivered.
The shaping of Halo happens in rich collaboration right across the collegiate University. It is a change programme positioned around creative, agile, co-creation: colleges, departments and divisions.
Providing a complete view
Halo highlights the need for well-informed decisions when reaching out to your constituents and how a full end-to-end data view enables this.
Understanding the 360° and the needs of alumni, as well as the potential value they can bring, enables more bespoke, long-term and valuable engagement.
The Halo platform can provide the most accurate and detailed 360° picture to develop and maintain this relationship.
Making meaningful experiences
Best-in-class technology is not for its own sake. It is there to free us up to make our colleagues’ and our end users’ experiences more meaningful, with more value add.
Get the basics right - then there is time and space for real innovation.
The Halo programme is about transforming the student /alumni experience from disparate information about the University to a meaningful and genuine relationship with the University.
