Taking off with Intelliworks

Taking Off with IntelliworksPersonify EducationWashington, D.C.July 28 – 30, 2010

Agenda
Our story
Needs
Vision
Partnership
Implementation / Deployment
Training
Results
Next Steps

Embry-Riddle Aeronautical University
Private, Not for Profit; regionally accredited
Educating more than 32,000 students per year
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

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…..

Worldwide CampusLocations
http://www.erau.edu/ec/

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.”

Enrollment Management driven
Segmentation of prospects
Targeted email communications
Scalability to support increased Marketing efforts
the
Vision

theVision
Systematic approach to ongoing prospect communication
Ability to easily share prospects and historical interactions throughout our distributed network
Accountability

Enrollment Operations
Prospect Mgmt
Recruitment
Operations Center

Needs
Meaningful relationships with prospective students
Not just e-mail distribution! Prospect communication
Marketing to focus on marketing, not prospecting
Drive prospect conversion rates!

Power of Increased Conversions
35+%
80+%
85+%
18%
72%
68%
Inquire Apply Accept Enroll Retain Graduate

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

We began a transformation…

Leadership Support

Partnership between Marketing, Enrollment Management and Student and Technology Services

Multi campus effort
Request for Proposal (RFP) Process
Kick-off March 2009

Requirements Documentation
Category (functionality, reporting, communications, etc.)
Requirement
Clarification
Importance
Risk
Support (supported, customization, integration)

Executive Steering Committee
Leadership from 3 campuses
Leadership from Intelliworks
Led by IT, University department
Monthly meetings
Strategy
Overall status
Functionality requests

First Steps
Learn the system extensively

Prospect Stages/Segmentation
Prospect-Cold
Marketing House List
COLD
Prospect-Warm
Prospect-Warm Reengaged
WARM
Prospect-Hot VIP
Prospect-Hot App Started
HOT

Basic Communications Plan (Auto)
Prospect – Warm
60 Day Auto Communication Plan
Day 1 – Confirmation Message
Program Information Sent
Day 3 – Financial Aid Information
Day 14 – Facts and Figures
Day 29 – Message from EVP
Day 49 – Historical Message
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.
Send E-mail follow up if met face-to-face.
PROSPECT - WARM
COLD
Day 28 - Call
Day 58 - Call

Training
‘Live’ training via web conferencing
Training materials included examples and walk through scenarios
Manuals include prospecting and admissions

System Flow Chart
Request for Information &
Application
Intelliworks
Oracle Data Warehouse
Datatel Colleague

Recap Time Line

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

Results
Prospect Satisfaction
Adoption of prospect management throughout the institution
Accountability in the admissions process
Project growth with greater confidence
Record application numbers

Application Growth

How Intelliworks Integrates
Operations Center
Recruiters
Search Strategy
Admissions
Marketing

Reports

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.”

“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.”

Lessons Learned
Deployment strategy
Change is hard!
Assessment along the way
Allow ample time for training
Patience!

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

Next Steps
Continued development of prospect communications
Social Media
Chat
Increased reporting capabilities
Continued improvement

Bill Hampton
Bill.Hampton@erau.edu
Becky Vasquez
Rebecca.Vasquez@erau.edu

Taking off with Intelliworks

by Intelliworks on Jul 29, 2010

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