Customer Relationship Management (CRM) software is used by organizations to keep track of interactions with their constituents. PSU uses CampusNexus (formerly Talisma) as its enterprise CRM software for prospective and current students.
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Features of CampusNexus
Manage mass-mailing campaigns to prospective and current students
These can range from a data-driven sequence of follow-up emails to stay in touch with prospective students after they submit an inquiry form to regularly scheduled mailings like the weekly Virtual Viking email.
Manage and track service desk interactions
The system monitors incoming email accounts for new messages, assigns them to staff, aids in referrals to other offices, and tracks the status of requests. Interactions via phone, text, and in-person can also be recorded. Data from these interactions can be used to build reports so that departments can measure their performance or identify coverage needs.
Improve student success
Academic advisors across undergraduate programs use a specialized advising "portal" to keep track of advising interactions with students. This integrated system helps bring together academic and non-academic interactions to help build a complete picture of what the biggest threats are to student success so that advisors can make sure students have access to the resources they need.
Choosing CampusNexus
Departments interested in CampusNexus a CRM solution should ask themselves the following questions to determine if it meets their needs:
Who are our constituents?
Currently, CampusNexus works best for managing campaigns related to current and prospective students. If your constituents include donors, alumni, faculty, staff, vendors, or any other group related to the University, CampusNexus will be difficult to adapt to your needs.
Do we need integrated data from Banner?
CampusNexus is updated nightly with data from Banner and draws in many of the most commonly used fields; this information can be viewed, used to search, or used in email campaigns.
Is our office already communicating with constituents using a departmental or service email account?
If you already have a service email account set up and it's meeting your department's current needs, then you don't need to transition to CampusNexus. However, if you believe your email campaign needs are going to increase in the future, having an existing service email account will simplify the transition to CampusNexus. If you don't have a service account, talk with your departmental IT support for help setting one up.
Who manages our email campaigns?
Because CampusNexus is a complicated service with many options, it's best to have at least one person take ownership of setting up and executing campaigns. A poorly-configured campaign could send out emails to the wrong people or otherwise damage your reputation and the University's, so it's important to have a trained individual in charge.
If you've thought through these questions and are interested in CampusNexus CRM as a solution for your department, complete the CampusNexus CRM support request form on the PSU Help Center.