Windesheim University: One Data-Driven Foundation for a Personal Approach
Windesheim University of Applied Sciences is one of the leading higher education institutions in the Netherlands, explicitly distinguishing itself through a highly personalized approach. To safeguard this human touch, it is crucial for the university and its students to truly connect. A robust, well-equipped CRM platform is a vital prerequisite for building these relationships.
From a Restrictive Sales Module to a Future-Proof Landscape
Fifteen years ago, Windesheim began its CRM journey by configuring the basic sales module of Dynamics CRM. However, when the strategic goal arose to develop advanced B2B relationship management and B2B marketing, the university found this module was no longer sufficient. The legacy setup lacked the flexibility to scale and the capability to support future-proofing. To achieve their long-term goals, they faced a clear reality: a completely new, stable foundation had to be established to enable a true digital transformation.
A New Architecture for Relationship Management and Marketing
The key to success lay in decoupling complex processes. To optimize and streamline actual sales workflows within the existing module, marketing operations had to be detached. Intouch365 helped Windesheim successfully migrate these marketing processes to the Customer Insights-Journeys module, fully supported by Customer Insights-Data. This redesigned architecture aligns perfectly with Windesheim’s broader vision: empowering individuals with tailored education while driving social progress.
The Process.
Our collaboration began in the spring of 2024, focusing on the strategic goals of the university. This vision quickly highlighted the need to develop a Proof of Concept (PoC) centered on Customer Insights. The PoC established a strong foundation for shaping the actual CRM transition.
Throughout the implementation phase, Intouch365 stepped into multiple key roles, serving as technical lead, senior application specialist, strategic sparring partner, and implementation guide. By maintaining a clear overview and keeping the ultimate objectives in mind, we successfully supported Windesheim in making complex, high-impact design choices.
Results and the Future
This close collaboration has delivered a stable, future-proof environment where operations reinforce one another instead of causing friction. Consequently, their target efficiency is no longer just a theoretical plan, but a practical reality that is successfully implemented across their workflows.
With a new foundation built on Dynamics 365 Customer Insights and CRM, Windesheim is empowered to further scale its distinctive, personal student approach. Because customer data is now clean, accurate, and organized within the correct modules, Windesheim is fully equipped to deliver highly relevant communication, offer tailored educational paths, and strengthen its B2B relationships moving forward.
