Kyte Engagement Summary: CRM Modernisation at Charles Darwin University
As the only Australian university in the Northern Territory, CDU serves a diverse student population, including a significant proportion of Indigenous students, and specializes in areas like tropical and desert knowledge, environmental science, and vocational training.
Facing the demands of digital transformation in higher education, CDU sought to enhance its customer relationship management (CRM) capabilities to improve student experiences and operational efficiency.
Kyte was engaged to lead the CRM Modernisation Journey.
Key Challenges
- Client’s Digital Engagement team was struggling with outdated RightNow configuration, obsolete objects, reports and functionality that were a legacy setup.
- The majority of data source systems weren’t integrated into the CRM, manual processes took lots of time, diverting the team’s focus from modernising the customer journey and customer 360-degree view.
Solution Highlights
- Kyte delivered a number of changes in RightNow to streamline operations including removal of legacy objects and obsolete customisations and solution designing the automation of RightNow users’ maintenance.
- Detailed documentation for remaining customisations and process flows.
- Kyte developed data transformation scripts to align current records with the new data model.
- Kyte created a solution design for new data integration into RightNow, from 16 new data sources and worked alongside CDU developers to deliver the new integrations. The new solution leverages MuleSoft for integration and orchestration and removes the dependency on custom scripting in RightNow, therefore avoiding technical debt and creating a future-proof solution.
Products
Oracle Service Cloud (RightNow), MuleSoft
Results
- Data logic moved from RightNow to MuleSoft
- RightNow UI updated and streamlined
- Reduced customisations