Enterprise Relationship Management
The University has implemented a new Enterprise Relationship Management (ERM) solution, built on the Microsoft Dynamics 365 platform. Implementation of the solution is one of the key strategic enablers for the University’s Digital Future Technology Strategy to help support its growth targets. The first component was the implementation of the Business Development capability within the Innovation and Commercial Services (ICS) area, and they had a successful go live on Monday, 22 May.
The Digital Future Technology Strategy contains eight key technology enablers to provide solutions that support our immediate needs, and position us to identify and capitalize on future opportunities. The ERM project is embedded in the Technology Foundations enabler to provide a ‘stable, secure and flexible foundation(s) onto which we can build innovative solutions’. This directly aligns with and supports the aspiration pillars described in the University's Strategic Plan.
The implementation of the ERM platform and onboarding of ICS is a major foundational step towards building a University-wide integrated industry engagement and business development capability. It will support the University in establishing a customer-centered approach to deliver services, and enable the University's growth and industry engagement agendas. The Division of External Engagement is keen to be onboarded as there are synergies between ICS and their activities. Other areas of the University are investigating how they can leverage this capability to improve and streamline their business as usual activities.
Through the ERM platform, we will gain a consolidated view of our customers, allowing us to engage with them in a coordinated way. The platform is scalable and provides improved productivity by using automatic workflows.
Please contact Carmel D'Angelo if you have any questions.