Customer Relationship Management (CRM)

Description

The Microsoft Dynamics Customer Relationship Management (CRM) online service is a cloud based CRM service to record student, potential student and non-student interactions with University business units.

The CRM is being used to:

  • Record and track student, potential student and non-student interactions with University business units
  • Provide a 360 degree view of students during the student lifecycle
  • Enable University business units to market the University to existing and potential future students
  • Facilitate metrics reporting on University business units workloads
How To Obtain This Service

The CRM service is currently (May 2014) in use at the Student Information Desk (SID) and the Disability Support Service (DSS).

Prerequisites For The Use This Service

http://msdn.microsoft.com/en-us/library/hh699710.aspx

Recommended Browser/OS:

Internet Explorer (V10) running on Windows 7 or 8

Note: Microsoft Dynamics CRM 2013 Online supports several commonly used web browsers and operating systems. However, functionality might be unavailable for certain administrative and customization tasks when you use web browsers other than Microsoft Internet Explorer or operating systems other than Windows. Therefore, ISS recommend the use of Internet Explorer version 10 on Windows 7, to ensure access to all CRM features.

Setup instructions for users: 

A user licence is required to access the CRM service. Licences are procured by the relevant University office through the NUI, Galway MS Campus programme.  A “user” is defined as a member of University staff who is licenced to access the CRM service.  The cost for a user licence for CRM is €156.48 Ex VAT per annum.  The licence cost for a user licence is charged back to the University business unit.

Users can request a CRM account by logging a ticket in the Service Desk ticketing system.  The CRM account is created by the NUI, Galway CRM administrator.  An automated eMail is generated and sent from the CRM system to the user with the CRM web address, a user name (in the format firstname.surname@nuigcrm.onmicrosoft.com) and a randomly generated password (note: this password must be changed on first login).  Users access the system through a web browser interface with their user name and password from the Microsoft online portal: https://portal.microsoftonline.com

Availability
  • The CRM service is hosted in the Microsoft Office365 cloud
    99.9% uptime per month as per SLA: https://port.crm.dynamics.com/portal/static/1033/sla.htm
  • Scheduled maintenance notices are posted by Microsoft on the CRM overview webpage under the “Planned Maintenance” link if the scheduled maintenance is expected to impact customers’ use of the service, or has a strong likelihood that it will
  • The CRM service is available on campus and off campus and on a WI FI connection
Technical Information

The Microsoft Dynamics CRM online service is a cloud hosted service which resides on the Microsoft Office 365 cloud platform.  The CRM service enables University business units to record and report on interactions with NUI, Galway students, potential students and non-students.

Cost

The service can be delivered to other University business units on request to ISS.  Costs will arise for implementation, training and documentation.

Related Information

The CRM service is governed by the following NUI, Galway ICT policies:

Support

For technical support queries, contact the Service Desk