iPoint

=New capabilities of iPoint (Enquiry Management/Customer Relationship Management)= Julie Millias and Chay Tan Student Services

Background In December 2006 Student Services received a grant under the UWA Learning and Teaching Performance Fund to pilot a new approach to the management of student administration related student enquiries. UWA entered into a licence agreement with RightNow Technologies in December 2006 and ipoint was launched on the 9 July 2007.

Description of Project ipoint provides current students and staff members with a web site where they can search for answers to commonly asked questions. They also have the ability to “Ask a Question” once they have authenticated. A Customer Service Officer (CSO) will respond with an answer to their enquiry within 2 working days.

ipoint enables historical knowledge to be captured and retained within one system, with the knowledge base growing as more frequently asked questions are added. It also provides incident tracking so the full history of a customers contact is available to the CSO. With the ability to track and monitor enquiries valuable statistical data can be gathered to analyse contact patterns and search details. The system can also be used to log phone calls and counter visits to get the full picture of the service we are offering our clients. ipoint can also be used to generate newsletters and various mailings. The Prospects Newsletter for Future Students was successfully published from within ipoint on 8 May 2009.

Future Plans • Extension into Faculties and Other Service Areas Currently ipoint contains Questions and Answers pertaining to Student Administration, the Library, Unipark and the Business School. The project would like to roll out to include all faculties and provide useful information to UWA Staff Eg Callista, eLearning, Human Resources, Information Technology etc.

• Future Students/Public Site The ipoint website allows anyone to view questions and answers, however, at the moment only those with a pheme account can “Ask a Question”. Work is underway to provide an area where Future Students and the General Public can create an account and have access to a CSO.

• Newsletters/Campaigns/Surveys With the successful publication of the Prospects Newsletter, ipoint has demonstrated how it could be utilised by faculties and schools for various mailings. By holding subscriber information in one area, specific cohorts can be identified and targeted with appropriate material. ipoint can also be used to create campaigns, perform surveys and collect feedback to analyse how effective our marketing has been.

• Knowledge Syndication Widgets We are also investigating Knowledge Syndication Widgets which can be placed onto identified web pages to provide information to clients that is tailored to that subject area.

• Integration with Other Systems RightNow Technologies are working on a number of interfaces so the console in ipoint can be configured to provide real time data from Callista, TRIM, Outlook etc.

• Live Chat/Pro Active Chat There is also the ability to provide Live Chat to those customers who would like to “talk” to a CSO whilst online or Pro Active Chat which is activated when a number of conditions have been met. • Co Browse Co Browse is a feature that enables the CSO to see the customer’s desk top and assist with their enquiry.

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Ms Julie Millias Senior Administrative Officer (Enquiry Management) Student Services Phone 6488 4244 Fax 6488 1053 MBDP M009 Email julie.millias@uwa.edu.au

Ms Chay Hoong Tan Computer Support Officer (Enquiry Management) Student Services Phone 6488 7991 Fax 6488 1053 MBDP M009 Email chay.tan@uwa.edu.au

Web Links www.ipoint.uwa.edu.au