CRM s for Recruitment, Admissions, Financial Aid and Registration. Moraine Park Technical College

Transcription

1 CRM s for Recruitment, Admissions, Financial Aid and Registration Moraine Park Technical College

2 Decision Process Why Banner (our ERP) alone was not meeting our needs Vendor selection Looked at 3 options Wanted a system that didn t rely heavily on IT support Wanted strong integration with existing ERP system Organizational drivers in wanting to pursue CRM Customers we are targeting 2

3 Team Makeup Implementation Team Project Manager Recruitment (Manager & Technical) Admissions (Manager & Technical) IT (Manager & Technical) CRM Content Team Admissions Advisors and Recruiters Ad-Hoc Team IT Technical, Registrar, Student Finance, Institutional Research, Financial Aid and Marketing 3

4 Team Makeup And an AMAZING Ellucian Consultant!!! 4

5 Timeline Nov Dec 2014: MPTC & Ellucian Project Planning Jan Feb 2015: Software Installation Feb March 2015: CRM Planning/Communications Development April Dec 2015: Configuration, Train, Test Nov 2015 Jan 2016: Go Live Prep, Go Live, Project Sign-Off 5

6 Where We Started Analysis of current business processes Analysis of opportunities to implement changes Decisions on managing two separate systems at initial implementation Formulate testing plans for user experience feedback (We need to think like a prospect student!) 6

7 Challenges Getting everyone on board and enthusiastic Still a work in progress Learning the new system Considering how to best leverage the functionality Being open to changing processes Reviewing and revising the communication plans Still a work in progress Managing unrealistic expectations and scope 7

8 What the CRM Provides A better student experience Constant contact Empowering student in the experience Better online application process Consistent, tailored communications for target audiences that are automated Greater staff efficiencies less manual work The ability to more easily identify gaps or stop points for prospects in the onboarding process. Thus, the ability to address gaps and stop points. Better data 8

9 New Student VIP Account What a Student Sees 9

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11 Track supplemental items Applicant can view missing supplemental items when they log into their MPTC VIP account. CRM will automatically send applicant an whenever a checklist item is received. 11

12 What Staff See Applicant Status At a Glance Activities in CRM and Actions In Banner 12

13 Campaign built in CRM Marketing list in CRM Prospect profile and communication activity in CRM 13

14 Advisor initiates sign up for Program Orientation 1. Program orientation set up as an event 2. Advisor sends to students to sign up for program orientation 3. Student clicks on URL in and is linked to registration page for orientation. 4. After student attends orientation, event marked attended in CRM & checklist item is marked as received. 14

15 Student Receives for Orientation Subject: MPTC Orientation Sign-Up 15

16 Results to Date Hundreds of hours saved in manual data entry, sending the correct communications in a timely manner, and overall student tracking to improve the student experience and conversion rates. Online application submissions now account for 90% of associate degree and technical diploma programs. The response rate to admissions orientation is excellent. Faster and easier for students reduced barriers Fewer no shows 16

17 Lessons Learned Talk through security roles/access at the start of implementation Create a timeline that works for your organization and allows flexibility. It helps maintain sanity. Work through your ideal communication plans before implementation. You ll have enough on your plate during. Look for best practices Be open to new ideas Consider your audience Train staff in waves, not all at once. It allows you to fine tune. 17

18 What s Next Continued CRM Review Continued Implementation Team Meetings Reports & Analytics Phase 2 of CRM Texting Survey/Quick Response Form Financial Aid Integration WFE Design Further Refinement of Communications Add More Communication Tracks Exploration of What s Next 18

19 Questions and Discussion Sally Ruback, Enrollment Service Manager Jenny Manning, Student Information Systems Coordinator 19