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Taking off with Intelliworks

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Embry-Riddle Aeronautical University

Embry-Riddle Aeronautical University

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  • Becky
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  • Bill Ideas to involve the audience?
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  • Becky Used for RFP process and ‘grading’ vendors.
  • Becky Todd’s quote, “There’s easy and there’s Jim Milsom easy.”
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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 RFI
  • Becky Before
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  • Becky – speaking of people our team is here that made this happen. Acknowledge the team.
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  • Transcript

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

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