Taking off with Intelliworks

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Embry-Riddle Aeronautical University

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  • Bill Number of people to deploy to, train, communicate, etc. to 170 locations.
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  • Bill Entire process is EASY!
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  • Becky – speaking of people our team is here that made this happen. Acknowledge the team.
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  • Taking off with Intelliworks

    1. 1. Taking Off with IntelliworksPersonify EducationWashington, D.C.July 28 – 30, 2010<br />
    2. 2. Agenda<br />Our story<br />Needs<br />Vision<br />Partnership<br />Implementation / Deployment<br />Training<br />Results<br />Next Steps<br />
    3. 3. Embry-Riddle Aeronautical University<br /><ul><li>Private, Not for Profit; regionally accredited
    4. 4. Educating more than 32,000 students per year
    5. 5. 30+ Degrees in Arts & Sciences, Aviation, Business, and Engineering</li></li></ul><li>Daytona BeachCampus<br />World Wide Campuses<br />Prescott Campus<br />Embry-Riddle Aeronautical University<br />Worldwide Campuses – 170+ Locations<br />+ 11,000 students fully online<br />Adult learning<br />Two residential campuses (Florida and Arizona)<br />40 post-graduate, graduate, and undergraduate programs<br />
    6. 6. Aeronautical Science<br />Air Traffic Management<br />Applied Meteorology<br />Human Factors<br />Global Security and Intelligence<br />Safety Science<br />Aviation Maintenance Science<br />Aviation Business<br />Aerospace Engineering<br />Mechanical Engineering<br />Software Engineering<br />Civil Engineering<br />And more…..<br />
    7. 7. Worldwide CampusLocations <br />http://www.erau.edu/ec/<br />
    8. 8. Strategic Commitment<br />Embry-Riddle Worldwide seeks to…. <br />“Utilize technology both in academic and administrative areas, to enhance the educational experience, improve processes, streamline efficiencies and provide superior customer support.”<br />
    9. 9.
    10. 10. Enrollment Management driven<br />Segmentation of prospects<br />Targeted email communications<br />Scalability to support increased Marketing efforts<br />the<br />Vision<br />
    11. 11. theVision<br />Systematic approach to ongoing prospect communication<br />Ability to easily share prospects and historical interactions throughout our distributed network<br />Accountability<br />
    12. 12. Enrollment Operations<br />Prospect Mgmt<br />Recruitment<br />Operations Center<br />
    13. 13. Needs<br />Meaningful relationships with prospective students<br />Not just e-mail distribution! Prospect communication<br />Marketing to focus on marketing, not prospecting<br />Drive prospect conversion rates! <br />
    14. 14. Power of Increased Conversions<br />35+%<br />80+%<br />85+%<br />18%<br />72%<br />68%<br />Inquire Apply Accept Enroll Retain Graduate<br />
    15. 15. Dissatisfaction with current system, CRM discussions since 2005<br />Agility with interface and changes needed<br />Usability a priority<br />Desire to eliminate charge per application<br />SAAS optimal, minimize IT dependence<br />
    16. 16. We began a transformation…<br />
    17. 17. Leadership Support<br />
    18. 18. Partnership between Marketing, Enrollment Management and Student and Technology Services<br />
    19. 19. Multi campus effort<br />Request for Proposal (RFP) Process<br />Kick-off March 2009<br />
    20. 20. Requirements Documentation<br />Category (functionality, reporting, communications, etc.)<br />Requirement<br />Clarification<br />Importance<br />Risk<br />Support (supported, customization, integration)<br />
    21. 21. Executive Steering Committee<br /><ul><li>Leadership from 3 campuses
    22. 22. Leadership from Intelliworks
    23. 23. Led by IT, University department
    24. 24. Monthly meetings
    25. 25. Strategy
    26. 26. Overall status
    27. 27. Functionality requests</li></li></ul><li>First Steps<br />Learn the system extensively<br />
    28. 28. Prospect Stages/Segmentation<br />Prospect-Cold<br />Marketing House List<br />COLD<br />Prospect-Warm<br />Prospect-Warm Reengaged<br />WARM<br />Prospect-Hot VIP<br />Prospect-Hot App Started<br />HOT<br />
    29. 29. Basic Communications Plan (Auto)<br /><ul><li>Prospect – Warm
    30. 30. 60 Day Auto Communication Plan
    31. 31. Day 1 – Confirmation Message</li></ul>Program Information Sent<br /><ul><li>Day 3 – Financial Aid Information
    32. 32. Day 14 – Facts and Figures
    33. 33. Day 29 – Message from EVP
    34. 34. Day 49 – Historical Message
    35. 35. Day 60 – Prospect – Cold Campus</li></li></ul><li>Basic Recruiter Communications<br />(Prospect – Warm)<br />Communications Expected from Recruiter:<br />Day 1 <br /><ul><li>Phone Call and E-mail if not met face-to-face.
    36. 36. Send E-mail follow up if met face-to-face.</li></ul> PROSPECT - WARM<br />COLD<br />Day 28 - Call<br />Day 58 - Call<br />
    37. 37.
    38. 38.
    39. 39.
    40. 40.
    41. 41.
    42. 42.
    43. 43. 320<br />
    44. 44.
    45. 45. Training<br />‘Live’ training via web conferencing<br />Training materials included examples and walk through scenarios<br />Manuals include prospecting and admissions<br />
    46. 46.
    47. 47. System Flow Chart<br />Request for Information &<br />Application<br />Intelliworks<br />Oracle Data Warehouse<br />Datatel Colleague<br />
    48. 48. Recap Time Line<br />
    49. 49. Highlighted Results<br />‘Request for Information’ and application easier to use. <br />Average time to complete an application is 7 minutes, 12 minutes prior<br />Outlook integration benefits<br />
    50. 50. Results<br />Prospect Satisfaction<br />Adoption of prospect management throughout the institution<br />Accountability in the admissions process<br />Project growth with greater confidence<br />Record application numbers<br />
    51. 51. Application Growth<br />
    52. 52. How Intelliworks Integrates<br />Operations Center<br />Recruiters<br />Search Strategy<br />Admissions<br />Marketing<br />
    53. 53.
    54. 54.
    55. 55.
    56. 56.
    57. 57. Reports<br />
    58. 58.
    59. 59. Comments<br />“I receive comments regularly from our staff that Intelliworks has increased productivity and is extremely simple to use.” <br />“Our campus cannot thank you enough for your support during this transition. The training was easy to follow and Intelliworks is proving to be idiot-proof.”<br />
    60. 60. “One of the most valuable tools of Intelliworks is the real-time availability of information.  As the Admissions staff review applicant files  the applicants status is updated and the campuses can immediately see the information.  The transparency of the information reduces the number of phone calls and emails the Admissions staff receive allowing for more efficient operations for everyone.” <br />
    61. 61. Lessons Learned<br />Deployment strategy<br />Change is hard!<br />Assessment along the way<br />Allow ample time for training<br />Patience!<br />
    62. 62.
    63. 63.
    64. 64. Next Steps<br />Expand prospect segmentation and communication efforts<br />Closely monitor the effects and efficiencies of admissions processing changes<br />Set our sights higher to attract new types of prospects through enhanced Marketing<br />52<br />
    65. 65. Next Steps<br />Continued development of prospect communications<br />Social Media<br />Chat<br />Increased reporting capabilities<br />Continued improvement<br />
    66. 66.
    67. 67. Bill Hampton<br />Bill.Hampton@erau.edu<br />Becky Vasquez<br />Rebecca.Vasquez@erau.edu<br />

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