iZeno consultants works with customers in the education industry to implement innovative solutins to better manage their student recruitment and student relations business processes. Using flexibile tools such as SugarCRM,Pentaho BI,KnowledgeBase and Portal solutions,customers are able to derived the targeted returns from their investments.

Featured in SugarCRM Website: http://www.sugarcrm.com/crm/customers/sim-university.html

Our customers are so happy with our solutions that they are talking about it!

You can also read about SIM University stories presented by Mr Lim Kin Chew, Senior Lecturer,SIM University.

Read more about one of our customer success stories below

UniSIM deploys open source CRM for student relations and recruitment

SugarCRM aligns with UniSIM's Student Service Philosophy

When a customer officer answers the phone, the LCD panel displays the student's complete information allowing the officer to greet the student by their first name offering the warmest greetings.

This is exactly what SIM University hoped to achieve when they were shopping for a CRM system aligned with their service philosophy and strategy.

In addition to performing well on critical performance metrics and enabling key CRM activities, UNISIM was looking for a CRM system that could easily integrate with its Alcatel telephony system.

After several rounds of discussions and presentations with various vendors, UniSIM decided on engaging iZeno to implement SugarCRM Enterprise edition for 25 of its key users in the student recruitment and student relation departments. Together with the SIM University Information Technology team, iZeno worked closely with Singapore Computer Systems, providers of the Alcatel telephony solution.

Running on Oracle database 10g, SugarCRM Enterprise seamlessly integrates with other core business applications at UNISIM and effortlessly enables the retrieval of key student information.

Challenges in the Past

• No proper classification of customer cases for reporting purpose
• Difficulty in tracking escalated issues
• Users were not able to effectively track conversion rate of marketing activities into sales opportunities
• Users were using excel spreadsheet to track their follow up activities with leads and data were not stored in a central database
• Users were investing much time and effort manually generating excel reports
• Emails were not tagged to leads/contacts which made it difficult to track their requirements/enquiries
• Great difficulty in following up leads from events like Open House as users did not have access to advanced campaign management tools
• Unable to track conversion rate from leads to students

Post SugarCRM-implementation Benefits

• Centralised repository of leads information (emails, calls details, campaigns, meeting etc)
• Routing of cases and their escalation status to the appropriate representatives to ensure timely resolution
• Ensure effective management of sales leads from various leads sources
• Track leads generated from website (eg request for brochures) and track activities (calls, events) in engaging the leads
• Schedule calls / Create task for sales team in engaging leads
• Re-designed workflow for auto-assignment of leads classified by source to sales team members
• Mass update of status of leads to applicants (after updates from other departments)
• Advanced Sugar email campaign module for focused sales effort
• User-friendly reporting tools allow users to create charts and customized reports
• Integrates with IP PBX for personalized customer service for incoming calls
• Retrieve leads information instantly when receive incoming calls from recognizable leads phone numbers
• Updates Lead status by batch/webservice

Quick Facts

SIM University (UniSIM) is the first and only university in Singapore dedicated to working adults. Their wide spectrum of quality programmes provides working professionals opportunities to enhance their skills and acquire higher educational qualifications, without compromising career, family and social responsibilities.

UniSIM currently offers over 40 academic programmes. It has an enrolment of more than 6,500 students.

Previous CRM Solution: Excel spreadsheets, lotus notes and inhouse developed CRM solutions.

Current CRM Solution: SugarCRM Enteprise on premises