Overview
This article includes general information about the CRM exploration initiative. Cabinet has charged IT Solutions to lead a campus-wide effort in Fall 2026 to better understand the CRM and communication tools currently used across the University to ensure our communication technology ecosystem remains sustainable, secure, accessible, and well-positioned to support campus needs now and in the future.
This effort is focused on listening and learning. Information gathered from campus partners will help inform future planning and ensure decisions are based on real needs, use cases, and opportunities across the University.
What Are CRM and Communication Tools?
CRM (customer relationship management) and communication tools help departments manage contacts, communicate with their audiences, track interactions, and support outreach activities. These tools play a critical role in building relationships, delivering timely communications, and supporting engagement with students, employees, alumni, donors, and other audiences.
This exploration includes both formal CRM systems and other tools. Even if a tool is not called a CRM, it may still be relevant to this effort. Examples may include:
- Email and texting platforms
- Contact lists and databases
- Event and registration tools
- Appointment scheduling systems
- Ticketing and case management tools
- Surveys and feedback platforms
- Specialized software applications
- Spreadsheets and manual processes
Why Are We Doing This?
With the systemwide CRM implementation postponed until after Workday Student goes live, we have an opportunity to evaluate our current environment and identify opportunities to improve coordination across campus, support responsible technology stewardship, and better prepare for future needs.
This effort will help the University:
- Understand the CRM and communication tools currently in use across campus.
- Understand costs, contracts, usage, and duplication.
- Identify opportunities to improve alignment, efficiency, and sustainability.
- Ensure accessibility and security requirements are met.
- Understand how AI capabilities are being used within current tools.
- Prepare for a smoother transition when a future possible systemwide tool is implemented, while maintaining functionality during the interim.
What To Expect
Throughout the Fall 2026 semester, staff from IT Solutions will meet with campus partners to learn about current tools, processes, challenges, and future needs. These conversations will focus on understanding how departments manage communications, relationships, and engagement activities today. Findings will be documented and reviewed to help inform future planning and recommendations.
Planned Timeline (Fall 2026)
- September: Discovery and inventory of current tools and processes.
- October: Assessment of findings, including strengths, gaps, risks, and opportunities.
- November: Campus input and feedback on findings.
- December: Development of recommendations and future options.
- Before Spring Semester: Leadership review and direction.
Questions
Questions and feedback regarding this initiative may be submitted to IT Solutions.