VET Online CRM for VETtrak – the Vision

CRM that is integrated into VETtrak

See the information page here.

VET Online Waiter Development CRM Stage 1 – baby steps

The wait list functionality within VETtrak is designed by OzSoft to allow an RTO to create a client record associated with a programme while they are waiting to be added to an occurrence. We want to use it for this and for a lot more. The Waiter functionality allows the RTO to create a Client in VETtrak and associate them with a Programme without an enrolment and then at a later stage edit the client and enrol them on an occurrence. Our Waiter functionality will be an add-on to our VOA product available in either the April or May main release. Pricing is yet to be decided. Waiter will be used in three ways:

• Capture data from personal enquiries for wait listing and CRM
• Capture date from Corporate enquiries for proposal development and CRM
• Create application work-flow for pre-enrolments evaluation

CRM is essentially storing contact data for prospects in order to manage the transition from enquiry to sale. This includes a record of contact and reminders for staff to progress the sales. By using the client notes fields and ‘reminder to contact’ events in VETtrak we believe this project is an excellent first step in building a CRM engine into the VO/VCA product and are keen to have comments from RTOs and our client group.

Waitlist – No Frills

Here is what we have completed so far – this is a pre-release version:

This form collects client data and passes it back to VETtrak in the way the API and the VETtrak product envisaged.

Personal Enquiry Form [PEF]:

Capture data from personal enquiries for wait listing and CRM
We currently have a simple enquiry that sends an email to the RTO with basic details from the client and a personalised thank you email to the client who as made the enquiry. Our intention is that this functionality is retained for existing users and those who choose to use it on a programme by programme basis. Currently the PEF appears on programmes that are published ‘always’ that have no Occurrences.

• On a couple of sites the PEF link and icon appear on the calendar all of the time – this is custom.
• One site have no enquiry form regardless of there being occurrence or not i.e. no call to action when there are no occurrences – this is too is custom.

The new functionality will allow the site admin to select whether they wish to display the current PEF [set as default] or use the Personal Wait-list Form [PWF] for the standard ‘no occurrences’ behaviour, globally with an over ride on the programme.

Corporate Enquiry Form [CEF]:

Capture date from Corporate enquiries for proposal development and CRM
We currently have a corporate enquiry form that collects enough information from a client to create a training proposal – Programme Type, Programme, Location and number for students. It sends an email to the RTO with the details of a client and company and a thank you email to the client who as made the enquiry. The email has the capability to include attachments and have a from address of the RTOs business development contact. The email is personalised i.e. Dear {first name}. Our intention is that this functionality is retained for existing users and those who choose to use it. Currently a link from the PEF to the CEF appears on programmes that are published ‘always’ that have no Occurrences.

• On some sites the CEF link and icon appear on the calendar all of the time – this is custom
• Our intention is to remove the CEF link from the content of the PEF in the near future and use the Links/ICON as the default behaviour.

The new functionality will allow the site admin to select whether they wish to display the current CEF [set as default] or use the Personal Wait-list Form [PWF] for the standard ‘no occurrences’ behaviour, globally with an over ride on the programme.

Enrolment on Occurrence from list or Calendar:

Create application work-flow for pre-enrolments evaluation
Currently when a client clicks on a link on the calendar or occurrence list they are either immediately enroled in an occurrence or in some cases a reservation is made. The reservation functionality is used to hold a place while RPL, Credit Transfer or other criteria are assessed by the RTO. examples of this are membership of an association, acceptance by a body such as the CITB for funding etc. The downside of the reservation functionality is that there may not be sufficient time between the’enrolment’ and the occurrence to process the relevant data and a place may be lost. The VETtrak Process Web Enrolments wizard is often seen by new RTOs as a mechanism for managing the acceptance of students on enrolments, it is not. It is simply there to minimise the possibility of duplicate clients or employers being created. This new functionality is designed to assist in the development of an applicant assessment work flow process.

• Enrolment Behaviour: For compliance reasons the Enrol concept will shortly be changing to Apply as a default ‘concept’. While this is a slightly weaker call-to-action than ‘Enrol’ the Apply, until the application is complete concept, is deemed by our consultants to be more strictly compliant.
• VET Campus Processing Engine: VCA already has a basic processing engine used by our VTG customers to manage RPL and Credit Transfer enquiries. It is our intention to extend this to be an enrolment/application work-flow engine.

Our intention is to offer a configuration option to switch from the standard enrolment functionality and form to using a similar form to create a wait list client on the programme. As with our standard enrolment form the RTO will be able to select either the AVETMISS form or the personal details form. All of the same data we normally send back to VETtrak with an enrolment will be recorded against the wait list including the occurrence details the client would like to enrol on. Pre-training meeting: We already have the ability to allow the RTO to book the client in on a pre-training meeting during the enrolment process and out intention is to allow this in the wait-list work flow. As well as assessing the student’s capacity to complete a course this meeting is often also used for the completion of an LLN and production of documentation and other compliance or funding requirements.

• Pre-training meetings are group affairs although it is possible to have a group of one.

I will be adding to this entry as time goes by and as we make progress on the project. We are very aware that our ‘theory’ may need to be modified to suit the ‘reality’ of our clients and are happy to oblige when feedback is provided.

Thanks for listening,

John Wooding

Sascha MacLeod and John Wooding are trained CRM specialists