The number of students applying for UK university education reached record highs in 2022. According to UCAS, 44% of English 18 year olds applied in January. This is the highest number of prospective student applications on record and a big win for higher education institutions!
Great news, right? However, as applications rise, student satisfaction is decreasing. The 2021 National Student Survey found that student satisfaction dropped 8% from the previous year.
... Ouch!
So, how can universities attract and retain students, while improving their experience? My answer: an optimised CRM.
I've worked with Higher Education providers who have invested in their CRM software and the payoff is huge! Read on below for the key benefits I've seen from a well-managed CRM.
(And to view a case study example of how Talent Locker has supported a Russell Group University in their CRM implementation, click here.)
Improves the student experience and increases engagement
CRM software allows universities to manage all their stakeholders in one space (including students, alumni, faculty, staff, etc).
It's been proven that students love a streamlined service. According to research from Forrester, students are more likely to enrol in a university and stay there when a single communication platform is used.
CRM systems can also help get rid of any barriers to information, track leads, and personalise communication. All of this helps to improve student retention.
Also, many CRM providers have add on tools specifically for Higher Education. If you choose to use higher education CRM tools you'll see even more improvements to the student experience.
For example, with Microsoft Dynamics 365 Education Accelerator , you can enhance the student portal, manage student behaviours, track attendance and much more.
My top 3 CRM benefits for the student experience:
Supports faculty and staff
By using CRM software to view students as customers, members of staff can build stronger relationships, provide deeper insights, and increase admissions year on year.
CRM systems also speed up processes and allow employees to achieve much more in much less time. According to Forrester, CRMs result in a 12% increase in team productivity. This covers everything from admissions, alumni engagement and fundraising.
In fact, Salesforce estimates that over the course of three years this equates to $6.7 million in revenue. So, well worth the investment!
My top 3 CRM benefits for faculty and staff:
Prepares you for the future
CRMs are a goldmine for data. A good CRM system will gather information from inside your business and beyond. Universities can use this to their advantage to predict trends, gather student data and make plans for the future.
You can also use the feedback and insights to make improvements to your services. This could include updating certain course modules, or investing more in student support services. Basically, you'll know what's in demand and what needs to be done to improve those areas!
My top 3 CRM benefits for future readiness:
How can Talent Locker support your Higher Education CRM implementation? Client example:
My team at Talent Locker has worked with a Russell Group University for over 2 years now.
We joined as a supplier when the business was experiencing significant quality and supply issues with their previous recruitment partners.
Since this time we've been successful in introducing a number of talented team members to introduce and optimise their CRM programme.
Overview:
Roles placed have included:
Programmes have included:
Please get in touch for further testimonials or to discuss your recruitment strategy.
Nadia Knight, Senior Recruiter MS Dynamics