D365 at SCU

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How is Dynamics 365 Used at SCU?

Dynamics 365 (D365) is SCU’s central platform for managing student and customer engagement. It helps teams collaborate, share information, and deliver a consistent experience across the student journey from first enquiry to alumni communications.

Key Uses of Dynamics 365 at SCU:

  1. Centralised Contact Management - D365 stores up-to-date contact details for future, current, and past students, as well as key partners like careers advisors, principals, and RTOs. It also displays key engagement data and application status (sourced from Student One).

  2. Recruitment & Marketing - D365 tracks enquiries, communication history, and marketing activity. It enables targeted email and SMS campaigns to nurture prospective students and improve conversion rates.

  3. Application Support - D365 is used to automate communications throughout the application and enrolment process, such as promoting events, sending reminders.

  4. Personalised Engagement - SCU uses the data in D365 to tailor communications and outreach based on student interests, stage, and preferences.

  5. Analytics & Reporting - D365 supports reporting on recruitment and enrolment metrics, helping teams understand trends, improve strategies, and plan resources.

  6. System Integration - D365 connects with key systems like Student One, ClickDimensions, JotForm, and Open Universities Australia. These integrations help to support a more complete view of each student.

  7. Workflow Automation - Automated workflows help streamline key processes like enquiry follow-ups, call campaigns, and approvals, reducing delays and improving the student experience.

  8. Cross-Team Collaboration - Teams across SCU, including Future Students, Admissions, Student Services, Alumni, First Year Advisors, Faculties, and Education Placements use D365 to share insights and work together in supporting and communicating with students.

Who Uses Dynamics 365 at SCU:

At SCU, D365 is used by a wide range of staff, including:

  • Recruitment and Admissions teams – to manage leads, enquiries, applications, and conversion activities.

  • Marketing and Engagement teams – to plan and deliver email campaigns, customer journeys, and manage event communications.

  • Customer Service teams – to track and respond to enquiries, feedback, and service requests.

  • Academic Administrative staff – the management of student placement communications, and support student-facing activities.

  • Data and Insights teams – to analyse trends and improve decision-making through real-time dashboards and reports.

In summary, Dynamics 365 is a core tool that supports SCU’s engagement with students and partners. It helps staff across the university deliver timely, relevant, and coordinated communications making student interactions more efficient, informed, and impactful.