Charles Darwin University optimises customer experience with Callista and RightNow CX integration

Charles Darwin University (CDU) is one of only a few Australian Universities to offer the full spectrum of education options from senior secondary, through to VET, undergraduate, and postgraduate degrees. The Northern Territory community has responded to this with the highest per capita participation in Higher Education in the country. CDU has 21,000+ students from Northern Territory, interstate, and around the world from more than 100 nationalities. The University’s adaptive and altruistic culture has allowed it to not only survive but thrive in a changing world.

 

Challenge

In 2010 CDU deployed a single interface of the Oracle RightNow CX CRM. The objective was to implement a system that enabled the University to achieve its enrolment targets by creating and managing quality interactions with prospective students, meeting their information needs and assisting them to make the transition into CDU. This provides a ‘rst contact’ to ‘applicant’ to ‘census date’ sales and engagement pipeline for the systematic management of prospects through their transition into an enrolled student.

 

Solution

WDCi designed and implemented a Dell Boomi integration process to connect CDU’s Student Management System to the RightNow CX CRM. The integration involves the create and update of current student data into the CRM. Complexities were involved due to the need to identify and merge the historical prospective student data with their new current student record.

 

Details

Integration processes between the existing Callista Student Management System and Oracle RightNow CRM, involving bi-directional synchronisation of student data.

 

Results

  • Data Responsiveness: CDU sta can locate information on students rapidly.
  • Student Visibility and Responsiveness: CDU sta now has a full view of the customer.
  • Data integrity: no rekeying of data between systems ensures up to date accurate information for everyone.

 

Quote

“Without WDCi’s expertise in the Dell Boomi environment, their willingness to openly share their knowledge, their patience to work collaboratively on solutions, coupled with their professional ongoing support, the CDU CRM Project would not have been delivered on-time, on budget and to the same level of sophistication that has made it the incredible success it has been to date” – Cameron Loudon, CRM Project Manager.