All the above-listed processes were carried out manually; and since the dataset of alumni members in the CRM was too large, it led to employee burnout on administrative tasks which resulted in long hours, backlogs, and reduced facetime with students.
The CRM solution is digital, unfortunately, the data handling wasn’t. Manually performing the tasks increased the risks of irregularity and missing out on updates, affecting alumni engagement. It also required the admin team to put in long work hours, diluting their focus on the other key areas.
Alumni Onboarding: When an academic batch graduates, the staff shares the list of the graduating students with the administration team. The admin team then logs into the CRM and adds the contact details for each name to the alumni association group and sends an onboarding email to the respective alumni.
Birthday Wishes: Every morning, an admin member accesses the alumni association group in the CRM, filters individuals who celebrate their birthday on that day, and sends out a birthday email to each of them. For birthdays on weekends or public holidays, emails are scheduled in advance.
Contact Update: Once every month, the admin team sends emails to the association members, requesting them to update their contact details (in case of any change). The emails have the URL to a Google Form for updating the details. Based on the response of the recipient, the team updates the CRM data. For members who do not respond, reminder emails are sent regularly.
Alumni Meet Invitation: For inviting members to the quarterly alumni events, the admin team sends out invitation emails. To that end, the responsible employee logs into the CRM, extracts alumni email ids, and sends the invitation.
The staff members at the university wanted a turnaround of the process, which led them to leverage Nalashaa’s expertise. After a thorough investigation of the processes to identify the bottlenecks and the areas of improvement, the team suggested RPA as the solution. The bots addressed each problem case as listed below:
At every stage, bots check for validations and in the case of exceptions, notifications and relevant screenshots are sent to the IT team for easy problem diagnosis.