OBS | EDUCATION

Dynamics CRM

QUT Graduate School of Business

QU E E N SL A N D , A U ST RA L I A

E D U C A T IO N | G RA D U A T E

3 0 E M P L O Y E E S

OVERVIEW The QUT Graduate School of Business (GSB) is the

multidisciplinary school within the Queensland University

of Technology (QUT) Business School. It offers a range of

MBA programs, sponsored executive programs,

professional development short courses, and custom-

designed programs for corporate and government

organisations. Courses include a Master of Business

Administration, Executive Master of Business

Administration (EMBA), Doctor of Business Administration

(DBA), specialist Executive Masters and professional

development programs.

OBJECTIVE

GSB needed a system that would allow it to store and

access all client information centrally. It needed to track its

interactions with key stakeholders and analyse its range of

courses more effectively.

The goal was to implement a Dynamics CRM solution to

track:

existing and potential business contacts

current, past and potential future students

interactions between GSB staff and business and

student contacts

programs, courses and custom programs and

their content.

The new solution also needed to help GSB streamline

marketing activities and maintain contact with alumni.

Previously each manager at GSB had their own list of

participants and company contacts in Excel and Outlook.

Sometimes these details were shared, but not all the time.

It was also not possible to see all the participants enrolled

at GSB in one place as there was no central, common

system to list and track interactions. This meant that GSB

was not capturing all its intellectual property in one place.

“OBS helped to bring clarity to the issues we were facing and implemented a system that met the needs of GSB perfectly.”

“The CRM allows all GSB staff to have access to information about our relationship with corporate partners and graduates.” Bob O’Connor | Executive Director | QUT Graduate School of Business

SOLUTION

GSB selected OBS to implement the Dynamics CRM

solution. The new solution from OBS used CRM 2011, SQL

Server 2008R2 and SQL Server Reporting Services. It

provided a central, robust system that everyone could

access and update as needed.

The CRM solution allows users to look up details of existing

graduates and business partners and record interactions

with them. It also allows users to easily add the details of

new business contacts to the system.

The new CRM system now contains over 600 clients and

over 2500 contacts.

Bob O’Connor, Executive Director, QUT Graduate School

of Business said: “The CRM allows all GSB staff to have

access to information about our relationship with

corporate partners and graduates”

RESULTS

Mickael Blanc,

GSB said: “The new

CRM solution had to

cater to the needs of

different types of users, all with

quite unique requirements. Before we

implemented the new system we had 25 computers

accessed by 25 people and no way to know if each was up

to date. It was important to design and implement a CRM

solution that worked for everyone because success relied

on all users adopting it. The new solution even allows users

to create brand new programs and courses on demand and

share the details with everyone. OBS helped to bring

clarity to the issues we were facing and implemented a

system that met the needs of GSB perfectly.”

GSB is now looking to extend the solution so that it can be

used to forecast business and improve productivity around

booking staff and resources. This will include their

availability through the year and sharing current

commitments with others through a shared calendar view.