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Pacific Lutheran U Turns to CRM for Recruitment Efforts

As a next step in its multi-year strategic technologies initiative, Pacific Lutheran University will begin using a new set of tools to crank up results of its recruitment and enrollment efforts. The four-year private university, which has about 3,500 students, has signed with Campus Management to use the company's Talisma constituent relationship management (CRM) application.

In 2009 the Tacoma-based institution identified the need to better leverage its technology investments to streamline work in campus offices, support planning and decision-making, and improve the university's communications and outreach programs. One component of that initiative involves the integration of Pacific Lutheran's Web site with a CRM system to deliver information to targeted audiences both inside and outside the university.

Talisma encompasses functionality for enrollment management, student retention, financial aid, student services, advancement, and IT help desk. The CRM system allows the customer to communicate with community members through their preferred channels, including e-mail, phone, text message, or traditional mail; it also allows the customer to track those communications throughout the institution's relationship with a person.

During the first year of implementation, the university will employ Talisma CRM in its admissions department. After that, it may choose to expand usage to other departments.

"Pacific Lutheran University has consistently made an effort to personalize its communications with each of its prospective students, but over the past few years, it has become increasingly difficult for our staff to manage the inflow of student applications," said Greg Brewis, executive director of university communications. "With the implementation of Talisma CRM, we will be able to maintain our commitment to personalization and better utilize existing staff by eliminating much of the manual processing."

About the Author

Dian Schaffhauser is a former senior contributing editor for 1105 Media's education publications THE Journal, Campus Technology and Spaces4Learning.

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