CRM Project Update

What is a CRM?

A Customer Relationship Management (CRM) System is a tool that our staff use to deliver service to our Students, Alumni and Partners. Our needs have outgrown our existing CRM, Talisma. To create a strong and sustainable university community we must look to new tools to support our strategy and goals. The new system being implemented is Microsoft Dynamics 365. The development of this new system will transform how we deliver service. The CRM Project will:

  • Connect our student-facing systems
  • Deliver improved business processes
  • Increase accessibility to relevant and accurate information

What’s happening in October?


The CRM Project is currently in Stage 2, Wave 1 of development. There will be 3 waves of work completed in stage 2.

Wave 1 – Knowledge Management, Case Management and Contact Management

Wave 2 – Case Management  – Process Improvement Activities and Portal  Engagement

Wave 3 – Event Management, Centralised Communication.

What’s the Project Team Up To?

The Product Owners have just finished 47 hours of workshops on high-level discovery for waves 2 and 3. They are also refining remaining requirements for wave 1 and testing any wave 1 functionality developed.

The Business Analysts are working closely with the product owners to capture requirements for the development team.

The Project Leaders are reaching out to stakeholders to engage them with the project and provide detailed updates.

The Project Change Team are developing the change, communications and training plan in line with the University Change Framework and are working to fill this web page with helpful content.

The Development Team are building the wave 1 customisations as specified in our requirements.

The Technical Team are designing and building the underlying technical architecture and required integrations from our existing systems into Microsoft Dynamics.

The Testing Team are testing the functionality of the system as it is being built and designing the User Acceptance Testing that will be conducted in October by our Super Users.

The Project Managers are wrangling each element of the project to keep it running smoothly! For more information, click here