wcet nov 2010 presentation luc comeau elearnnetwork.ca final

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

luc@elearnnetwork.ca

www.contactnorth.cawww.elearnnetwork.cawww.click4onlinelearning.ca