Customer Relationship Management System (CRM). More communication, smarter management, greater success

As part of its commitment to achieving comprehensive digital transformation in academic and administrative environments, Imam Mohammad Ibn Saud Islamic University has presented a pioneering model in beneficiary relationship management¹, by adopting modern digital solutions that enhance communication, responsiveness, and transparency—ultimately improving the experience for students, faculty, and staff.

Operational Efficiency and Significant Cost Savings
Through its efforts to improve service management and engagement, the university has achieved over SAR 500,000² in savings by reusing the “Tawasul” CRM system—one of the most prominent open-source government systems³. This enabled the university to reduce operating costs, boost administrative efficiency, and allocate resources to advancing educational and research services.

Utilizing Open-Source Tools to Enhance Performance
The “Tawasul” system was developed using three key open-source technologies⁴, which improved its operational efficiency and digital performance:

• 1. MySQL: For robust and efficient database management.
• 2. Apache: As a web server ensuring system stability and responsiveness.
• 3. jQuery: To enhance the user experience through a smooth and dynamic interface⁵.

An Integrated Digital System for Beneficiary Management
The university has implemented advanced mechanisms to manage beneficiary inquiries and complaints, including:

• 1. Instant responses and flexible resolution.
• 2. Electronic tracking with SMS-based reference numbers.
• 3. Automated case routing with complete documentation.
• 4. Smart analytics and reports to support decision-making and continuous improvement.

System Reuse Across Government Entities
Thanks to its efficiency, the system has been reused by two government entities⁶, including:

• 1. King Abdulaziz University
• 2. Al-Jouf Emirate

This reflects the system’s:

• 1. High adaptability and scalability.
• 2. Ability to reduce costs across entities.
• 3. Contribution to improved public service delivery.
• 
  

Improved Administrative Efficiency and Governance
The system enabled the university to:

• 1. Digitize internal workflows.
• 2. Enhance transparency through detailed tracking.
• 3. Achieve stronger integration across departments.
• 
  

A Pioneer in Innovation and Digital Government
The university continues to lead by example in adopting advanced digital solutions, directly supporting Saudi Vision 2030⁷ goals of government efficiency and sustainable transformation.

Footnotes

1. 1. Includes CRM platforms, business intelligence tools, and predictive analytics.
2. 2. The amount reflects avoided costs from not building a system from scratch.
3. 3. Open-source systems offer government agencies access to editable and reusable code.
4. 4. Open-source tools reduce reliance on paid/proprietary software.
5. 5. jQuery is a JavaScript library that improves interactive user interface performance.
6. 6. Reuse by multiple entities reflects the system’s scalability and reliability.
7. 7. Saudi Vision 2030 aims to digitize government services and operations nationwide.