-
Early flowchart of our idea of how to map and process certain information streams, made at the start of the project
-
Process we created to which all our information streams and automation regarding volunteering & engagement adheres. It serves as the baseline for each process we create.
-
Full slide-deck which contains the overview of our work, our automations and details the philosophy behind the model and shows example implementations of it.
-
Example of the system with lists & the master automation spreading alumni, this was in a older version of our MS Dynamics CRM.
EUR: Activating the Alumni Community with Smart CRM Solutions
Category
Advancement Services > Advancement Services Initiatives (More Than 25 Staff)
Description
Best of CASE Europe Region Award
Institution: Erasmus University Rotterdam
Title of entry: EUR: Activating the Alumni Community with Smart CRM Solutions
About this entry: Within the Data team of Erasmus University Rotterdam's Alumni Relations Office, we constructed a scalable process that allows alumni to passively provide interest in specific volunteering activities offered by the university. We targeted three methods for the community to express their interest: post-event surveys, web forms attached to email communication, and via Alumni officers' manual input into the CRM.
The data collected from these methods would be imported into the CRM or automatically updated, based on the source. The system would then be able to segment the alumni into specific lists based on our criteria. This process would then kick off specific automated email journeys that churn out information to the alumni based on their needs. AR-officers would be notified of any new leads coming and encouraged to act where needed.
In a result, we now have an organically growing engagement information database. Which in turn provides several positive results. For one, it allowed better measurability of our activities. Are our email campaigns generating volunteering interest, how many alumni have opted in for mentor-ship information? It also gives actionable intel to our colleagues on alumni volunteering interests and where they could act. Lastly, it allows us to tweak engagement in customer journeys, so that the right actions and steps are taken in each specific volunteering domain.
After a year of testing in one faculty, each domain of volunteering has a mapped journey within our CRM. The method is being rolled out further now to the broader Alumni audience.