Student Customer Relationship Management (SCRM)

Communications with enquirers

Enquirers enter the system by completing web forms to: order a prospectus, register for email alerts, or book on to an event. The data provided is used to send targeted email communications.

Communication with applicants

The SCRM receives a daily import of applicant data from the Loughborough University Student information (LUSI) system. Communications can be automated according to an applicant’s status and used to invite applicants to events and provide other timely information throughout the application cycle.

Events

Open days, campus tours, and school visit or interview days are booked through the SCRM. Having booked on to an event an attendee will receive a confirmation email and other automated communications about the event. On arrival visitors can register their attendance by scanning a QR code which is generated by the system.

Schools and Collage Liaison and UCAS events

Prospective students who attend UCAS events or events at their school or college will be entered on to the system and will receive automated communications about HE, the application process, and Loughborough.

Telephone campaigns

Several telephone campaigns take place throughout the cycle. The campaigns use student ambassadors to call offer holders and answer any questions about life as a Loughborough student. SCRM is used to produce calling lists for the ambassadors and report on conversion impact.

Reporting

The conversion impact of communications, events, or telephone campaigns can be measured by reporting on how many applications and positive replies are made following certain activities.

Training resources