wcet nov 2010 presentation luc comeau elearnnetwork.ca final
DESCRIPTION
TRANSCRIPT
ARE THEY STUDENTS?OR CUSTOMERS? DOES IT MATTER?
Luc Comeau - WCET – November 2010
Objective
To share our experience To challenge you to consider taking
control over the tools you need to succeed
Who We Are
Contact North/elearnnetwork.ca is Canada’s largest distance education and training network
112 local centres span the more than one million square kilometres that make up Ontario
The network collaborates closely with the 43 public Ontario colleges and universities, over 100 literacy organizations, and training providers
What is elearnnetwork.ca?
Supporting students in their community
How?
How to track progress?
Phase 1 (2008-09): Outsourced Lead-Tracking CRM
Frustration is a common emotional response. Related to anger and disappointment, it arises from challenges in fulfilling goals. Wikipedia
How to track progress?
Phase II (2010): Building Internal Custom-Made CRM
A challenge is a term referring to things that are imbued with a sense of difficulty and victory. Wikipedia
Why?
‘You get what you inspect, not what you expect’
Dan Akerson, new CEO of General Motors.
Insourcing: to maintain control of critical production or competencies Wikipedia
Key Required Tools
Searchable online course and program portal to allow potential students to view their options
Customer Relationship Management (CRM) software to allow our support teams to effectively track and report on recruitment activities
Ontario Online Learning Portal
www.click4onlinelearning.ca
Advanced Search Filters
Portal Statistics
Sector # of Programs # of Courses
College 858 8,135
University 155 2,199
Secondary 2 1,724
Literacy 12 137
Other/Informal Learning
17 784
Total 1,044 12,979
In-House CRM – Client Profile
In-House CRM – Study Options
In-House CRM – Reporting Results
Lessons Learned
Insourcing = greater control, = ability to customize but...
Lessons Learned
You need: Programmers Quality control Great project management
Lessons Learned
Scope creep is inevitable Don’t let the weeds grow Ditch the nice-to-have features requests User testing allows you to stay on track…
…and to say no when you need to.
Lessons Learned
Belief in what you are doing in terms of supporting customers/students/real people can help you get by when the going gets tough
The Upside?
Even with a full-time project manager and a 3 person programming team…
We still saved $$$ when compared with outsourcing
Contact Us
Luc Comeau
Contact North/elearnnetwork.ca
www.contactnorth.cawww.elearnnetwork.cawww.click4onlinelearning.ca