Last updated 12th March 2024
Peter McKiernan - Head of CRM Technology
Tell us about yourself?
My name is Peter McKiernan and I have been working in UCD for 27 very enjoyable years. It does not feel that long since I started as UCD’s and indeed probably Ireland’s first Web Editor role in the then Office of Public Affairs (now Communications Office). Things have changed a lot in the web and IT world since then and it has been exciting to be a part of those changes over the intervening years.
What project are you working on? Tell us a little bit about it?
Following a number of years as a Senior Project Manager within the Enterprise Applications Group in IT Services I recently started a new role as Head of CRM Technologies. The CRM project aims to transform how we recruit students into UCD programmes by implementing the Salesforce platform as our new CRM. The project will cover the full prospective student journey from marketing, through recruitment and on to applying and admission into UCD. It is envisaged that future phases may include Partnership and Alumni. Currently we are focused on delivering a new Applications system.
What is your role on the project?
My role is very much focused on the Project Management side, right now ensuring close alignment between the requirements of the business team and IT. An enterprise platform like Salesforce cannot sit in isolation and must be integrated with a number of existing IT systems. As part of this project we have a new initiative with the introduction of Mulesoft as our IT system “Integration Hub”. This “Hub” will facilitate important communications between our enterprise platforms. Mulesoft is the world leader in this space and will serve as the platform for our IT system integrations going forward.
What do you enjoy most about working on this project?
I am enjoying working as part of a small, dedicated interdisciplinary CRM team. The team is highly driven in the belief that our project will transform the student digital experience in UCD. Although the initial aim is to streamline the transfer from being a prospective student to registering in UCD, the Salesforce Platform has the capacity to enhance crucial touchpoints throughout the student lifecycle in the years ahead - all the way to graduation and alumni. The CRM also brings benefits to the staff community as they enjoy more streamlined processes with the best-in-class technologies of the Salesforce platform. I am also enjoying engaging with a very active, enthusiastic and supportive group of stakeholders.
I’d like to take the opportunity to recommend our Monday Minute Video Gallery for anyone interested in following the team’s work. These 60 second video updates are a great way to follow our progress.
If you have any questions about University CRM, please do not hesitate to contact the programme team by emailing (opens in a new window)universitycrm@ucd.ie.