Enterprise CRM is a new strategic technical capability being introduced to support transformational change for the University of Glasgow.
While Enterprise CRM offers the institution the potential to transform across the student lifecycle and beyond, the introduction of CRM will be carefully implemented in iterative phases. Phase 1 focuses on the candidate's experience (attraction & recruitment). The project's success will be delivered by collaboratively designed processes and embedded resources across the University.
Overview of CRM Project
This project leads the way in delivering a strategic enabler of transformation change for the University of Glasgow. Our ambition is to harness the new technology, which when implemented with collaboratively designed processes and embedded resources across the university, will completely transform the onboarding lifecycle for students and staff.
For students, we will develop seamless journeys that are tailored to specific student groups and their requirements, using modern and intuitive interfaces. We’ll improve communication and guidance, allowing students to self-serve or access correct support when necessary.
For staff, we will create a 360-degree view of the student. We will optimise and streamline processes, using new technology to introduce automated workflows, all of which will aim to increase the efficiency and satisfaction of our staff.
For the institution, we will improve the quality and accessibility of data to develop a sustainable and scalable service to support better planning and decision making. In addition, we will deliver a new strategic capability that enables transformation for student and staff experiences beyond onboarding.
If you have any questions, or would like to provide feedback on any aspect of the project so far, please get in touch.
CRM Implementation Discovery Phase Update
The CRM Implementation Discovery Phase aimed to build detail and confidence into the benefits case, implementation plan, and solution design which will be delivered as part of the Phase 1 implementation, leading to the defined project outcomes. During discovery we engaged with over 80 colleagues to understand the University of Glasgow as an institution and the people and business units within it.
April 2025
We held focus groups with central and College team colleagues across Admissions, Recruitment and International Relations, Scholarships and Marketing Communications. These sessions provided invaluable insights, fostering a deeper understanding leading to actionable strategies.
May 2025
We hosted requirement validation sessions focusing on:
- Admissions
- Lead Management
- Scholarships
- Marketing
- Events Management
- Contact Data
- Enquiry Management
The input from these sessions informed how the CRM will support the work we do. This was an intensive period of engagement and collaboration, we would like to thank everyone involved, your input has enabled real progress as we bring the discovery phase to a close.
Summer Design, July - September 2025
Our activities focused on specific functionality and deliverables. Following on from the discovery phase, the team ran a series of sprints (short, targeted periods of work exploring a specific area in detail, mapping processes and agreeing requirements) to help shape the proposed solution design and plan for implementation.
Sprint sessions focused on:
- Enquiries
- Scholarships
- Admissions
- Marketing - specifically lead capture/nurture
- PGR Admissions
These sessions are helping us to:
- Dig deeper into business rules
- Map processes in more detail
- Define user journeys
- Shape early design documents and data structures
More updates will follow in the coming weeks, bookmark this page to stay up to date with the latest information on our CRM implementation.