2. Objective
To share our experience
To challenge you to consider taking control
over the tools you need to succeed
3. Who We Are
Contact North/elearnnetwork.ca is Canada’s
largest distance education and training
network
112 local centres span the more than one
million square kilometres that make up Ontario
The network collaborates closely with the 43
public Ontario colleges and universities, over
100 literacy organizations, and training
providers
6. How to track progress?
Phase 1 (2008-09): Outsourced Lead-Tracking
CRM
Frustration is a common emotional response.
Related to anger and disappointment, it arises
from challenges in fulfilling goals. Wikipedia
7. How to track progress?
Phase II (2010): Building Internal Custom-Made
CRM
A challenge is a term referring to things that are
imbued with a sense of difficulty and victory.
Wikipedia
8. Why?
‘You get what you inspect, not what you
expect’
Dan Akerson, new CEO of General Motors.
Insourcing: to maintain control of critical
production or competencies Wikipedia
9. Key Required Tools
Searchable online course and program portal
to allow potential students to view their options
Customer Relationship Management (CRM)
software to allow our support teams to
effectively track and report on recruitment
activities
17. Lessons Learned
You need:
Programmers
Quality control
Great project management
18. Lessons Learned
Scope creep is inevitable
Don’t let the weeds grow
Ditch the nice-to-have features requests
User testing allows you to stay on track…
…and to say no when you need to.
19. Lessons Learned
Belief in what you are doing in terms of
supporting customers/students/real people can
help you get by when the going gets tough
20. The Upside?
Even with a full-time project manager and a 3
person programming team…
We still saved $$$ when
compared with outsourcing
