Using data to meet the needs of students: USQ’s innovative approach to CRM management across Student Services

Ms Tessa Mccredie1

1University Of Southern Queensland, Toowoomba, Australia

In the search for one customer relationship management (CRM) system across Student Services, the University of Southern Queensland (USQ) has expanded their use of CareerHub as the single point of data collection, collation and analysis across Health Services, Disability Services, Welfare Services, Counselling and Career Development Services.

Rebranded USQ AcceSS: Your gateway to Student Services, USQ has pushed the functionality of CareerHub, utilising online appointment bookings, student profile and workflows to better understand the student as they travel through Student Services. Student profiles (dashboards) have been built to enable fluid tracking of student’s data, information and interactions throughout their use of the service. Dashboards enable sharing of data and information to students at the discretion of the service.

While many Australian universities use CareerHub, USQ’s service wide usage enables a broader understanding of the holistic journey of the student and their interactions with Student Services as a whole. The central point of cross service data collection enables a rich analysis of descriptive, exploratory, predictive data to inform student need, student usage and service delivery into the future.

It is important that students are receiving quality services to best enable the successful management of transitions into, through and out of university. In order to provide quality services Student Services need to have a complete understanding of the needs of their client base, how they are accessing services and evaluative tools to assess services delivered. USQ AcceSS provides a complete CRM system used to meet the increasing demands of delivering Student Services in a data driven environment to measure impact and provide outcomes-based service delivery.


Tessa is currently the Manager, Career Development at the University of Southern Queensland (USQ) and plays a key role in supporting the Career Development team to move towards embracing new technologies in delivering career services to USQ students. In 2016 and 2017, Tessa has worked with a small team to expand career team CRM systems to the broader Student Services operations to develop data collection and analysis methods. Tessa has extensive experience working with a diverse range of students in a variety of settings to support their learning journey and has a strong interest in collaborative approaches in moving Student Services into the future.

Opportunity through online learning: Improving student access, participation and success in higher education

Dr Cathy Stone1, Mr Ed Campbell2, Ms Alicia Zikan3

1Visiting Research Fellow, The National Centre for Student Equity in Higher Education (NCSEHE) & Conjoint Associate Professor, The University of Newcastle, 2Manager of Student Engagement and Success, 3Program Manager, University of New England, 

This workshop provides an overview of a national research project funded under the 2016 NCSEHE Equity Fellows Program, in which 151 members of staff involved in online education were interviewed, across 15 Australian higher education institutions and the Open University UK.  The interviews investigated the types of practices, supports and retention strategies being developed and implemented within these institutions. This research was aimed at improving student retention and academic success for online students, particularly in undergraduate studies where there are high proportions of students from equity backgrounds, including many who are first-in-family. Together with evidence from the international literature, the research findings have informed a set of National Guidelines for Australian institutions for improving student outcomes in online learning.  The implications from both the key findings and the National Guidelines will be discussed and explored during this workshop, including an example from the University of New England (UNE) which illustrates how the guidelines can be used to inform institutional practices. The Personalised Retention and Engagement Program (PREP), offered by UNE, supports the transition of commencing external students by using student mentors (Masters & PHD candidates) from the point of enrolment and into the first trimester of studies via a series of personalised interventions.  Workshop participants will be invited to contribute their own experiences and practices within online education, to discuss the extent to which these findings resonate with their experiences and to consider how the guidelines could be applied within their own institutions.


Dr Cathy Stone, is a 2016 Equity Fellow and a 2017 Visiting Research Fellow with the NCSEHE. She is also a Conjoint Associate Professor with the School of Humanities and Social Science at the University of Newcastle, Australia. Cathy has had many years’ experience in developing and managing strategies to improve student success and retention in higher education, with her research and publications focusing on the experiences of mature-age, first-in-family and online students. Cathy’s work with Open Universities Australia between 2011-2014 developed her particular interest in researching the online student experience and ways in which to improve outcomes for these diverse cohorts.
Further details about Cathy’s work can be found at the following links:

Alicia Zikan is Program Manager at UNE, with particular responsibility for student leadership, and graduate employability development through co-curricular activities. She has contributed to several national research projects, including Shaping the 21st Century students experience at regional universities and UNE’s Team Lead. In 2015 Alicia received an Australian Award for University Teaching – Program Award for the New England Award program.

Ed Campbell is Manager of Student Engagement and Success at UNE, Chairs UNE’s Orientation Committee and leads UNE’s Early Alert Program which won both an OLT Program Award and Citation on 2011. He is interested in Engagement Analytics and (alongside Alicia) has been instrumental in building UNE’s Personalised Retention & Engagement Program which supports commencing off-campus students from enrolment through the first Trimester of studies.


The Australian and New Zealand Student Services Association Inc. (ANZSSA) is a professional association for people with an interest in the role of support services in post secondary education.

For more information, please visit ANZSSA website by


ISANA International Education Association is the representative body for professionals in Australia and New Zealand who work in international student services, advocacy, teaching and policy development in international education.

For more information, please visit the ISANA website at

Conference Managers

Please contact the team at Conference Design with any questions regarding the conference.