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 is currently in progress as planned. There are three high-level project phases. The initial focus for Phase 1 is the replacement of existing CRM’s, Radius and HubSpot with Salesforce Education and Marketing Cloud. Phase 1A (Radius replacement) was completed in early ’26 on schedule.
Phase 1B (HubSpot replacement) is live mid ’26 with the launch of the Marketing & Recruitment functionality in Salesforce, ahead of the ’26 / ’27 projection.
