The purpose of the Strategic CRM (Customer Relationship Management) project is to implement a system that builds stronger relationships with students by managing interactions and data throughout their journey - from first enquiry to graduation and beyond. 
What does it mean for the UL community?
The key aims of the Strategic CRM project are to: 
- Replace the current multiple, mutually incompatible CRM systems. 
- Provide a single CRM platform that improves student interactions.
- Provide a clear framework for “Digital first" student experience across UL.  
- Deliver enhanced student and staff engagement for university activities. 
- Provide a source of real-time data and insights.
Project Update
A key milestone in the project took place in July ‘25 when the contract with Creation Technology was signed for the implementation of Salesforce CRM software.
The selection of Salesforce as the best solution for UL was made following an extensive, nine-month, three-stage Competitive Dialogue Procurement process that was evaluated by a cross functional UL team. The implementation of the Salesforce CRM will be a multi-year rollout and is planned in three high-level project phases, Marketing and Recruitment, Admissions and Student Success.
The short-term focus for the project team will be on replacing the existing legacy CRMs that are used by GPS, UL Global, School of Medicine and Academic Registry. This work begins in Autumn ’25 and will continue into ’26.
