Delivered a modern CRM solution for Flinders University that automated student enquiry management, integrated service channels, and empowered staff with real-time visibility and streamlined workflows.
The Client
A prominent Australian university committed to improving student satisfaction and service efficiency through digital transformation. With the launch of its new student service centre—Flinders Connect—the goal was to deliver faster, more connected, and transparent support to students.
Industry Category
Higher Education | Student Services | Case Management
The Challenge
The student support model was manual, siloed, and reactive. Enquiries were managed inconsistently, frontline staff lacked visibility across cases, and data capture was limited. Students experienced long wait times, repetitive interactions, and minimal follow-up.
The new Flinders Connect initiative aimed to establish a centralised service hub—but it needed the right digital infrastructure to succeed.
The Solution
I led the CRM solution design and implementation using Microsoft Dynamics CRM Online, supported by Parature for knowledge management and case handling. This enabled a seamless, end-to-end case management experience for student enquiries.
Key solution components included:
- Service Catalogue & Enquiry Framework: Developed a structured model for enquiry categories, service definitions, and SLAs to support intelligent case routing.
- Multi-Channel Case Management: Enabled students to lodge enquiries via walk-in, web form, phone, or email. CRM and Parature captured, tracked, and escalated cases in a unified flow.
- Queue Management & Workflow Automation: Built custom XRM workflows to assign and prioritise cases, automate alerts, and drive resolution timelines.
- Telephony Integration: Integrated with Cisco to link phone calls directly to cases in CRM.
- 360° Student View: Provided full visibility of case history, student details, and previous interactions to improve support quality.
- Knowledge-Driven Resolution: Leveraged Parature’s knowledge base for linking common enquiries with curated answers, supporting faster first-contact resolution.
Technologies Used
- Microsoft Dynamics CRM Online
- Parature
- XRM Custom Workflows
- Cisco Telephony Integration
- Email & Web Enquiry Capture
- Power BI (Service Dashboards)
The Result
The launch of Flinders Connect—with a fully integrated CRM and knowledge solution—transformed how the university delivered support. Students now receive faster, more consistent responses, and staff operate with full visibility into workload and case status.
CRM automation and Parature’s knowledge integration reduced repeat enquiries, improved team efficiency, and set a benchmark for service delivery in higher education.