How a university Disability Resource Centre uses Maximizer CRM to support students

The University Disability Resource Centre (DRC) provides confidential, accessible support to disabled students, helping them access teaching and learning and achieve their academic potential. As demand for its services grew, the team needed a flexible way to manage student information, coordinate support and report on its work.

The challenge: managing growing demand and complex information

At the time described in this case study, the university supported more than 5,000 disabled students across 31 colleges and every school, compared with approximately 800 five years earlier. The DRC needed to manage a wide range of information, including support requirements, case notes, communications and documentation, while adapting to changing departmental and legal requirements.

For advisers and administrative staff, the priority was clear: keep relevant information together, reduce repetitive data entry and make it easier to identify students requiring action.

The solution: a flexible Maximizer CRM system

The DRC first implemented Maximizer CRM in 2006 and has adapted it as its requirements have evolved. Working with ProAptivity, the team has developed the confidence to make changes to its database structure, with specialist support available when needed.

Maximizer provides a central place for student records, case notes, emails, compliance documentation and other information used in day-to-day support. Configurable fields and dashboards help the team manage changing data requirements without relying on extensive bespoke development.

How the DRC uses Maximizer

• Centralised case information: advisers and administrators can access the information needed to support students.
• Actionable dashboards: the team can identify new records, missing information, outstanding support documents and groups of students meeting particular criteria.
• Connected communications: Outlook integration helps retain relevant emails against student records, while group emailing supports efficient communication.
• Reduced duplication: a bespoke importer transfers information from the main student database into Maximizer.
• Flexible working: access to shared information supports the team’s hybrid-working arrangements.

Student self-service reduces administration

One important improvement is the Student Information Form (SIF). Previously, forms submitted by email had to be entered manually, taking approximately 20 minutes per form. The DRC receives around 1,500 new forms each year, in addition to resubmissions when circumstances change.

Students can now submit the form through the website, with the information transferred directly into Maximizer. This removes manual entry steps, makes evidence available sooner and frees staff to concentrate on student support.

The outcome: better visibility and more time for students

By bringing case information, reporting and communications into one adaptable CRM system, the DRC can maintain accurate records, identify work that needs attention and respond more efficiently as requirements change. ProAptivity continues to provide support alongside the team’s own in-house CRM capabilities.

Working with ProAptivity

Roberta Verlini, Operations Manager for the DRC, highlighted the value of being able to adapt the CRM internally while knowing that ProAptivity is available for advice and technical support.

Could your organisation benefit from a more effective CRM?

ProAptivity helps organisations improve how they manage customer and case information, reporting and everyday processes. Contact ProAptivity to discuss your requirements.