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Oracle apps crm operations and configuration

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  • 1. oracle apps crm operations and configuration Online | classroom| Corporate Training | certifications | placements| support CONTACT US: MAGNIFIC TRAINING INDIA +91-9052666559 USA : +1-678-693-3475 info@magnifictraining.com www.magnifictraining.com Slide 1
  • 2. Program Agenda  Introduction  Apex IT  CRM in Higher Education  Recruiting and Matriculation  Student Service and Student Affairs  Integration, Expansion and Implementation Best Practices Program Objective Introduce CRM as Complete solution for Higher Education. Show the value of straightforward capabilities and Higher Ed specific business process within CRM On Demand. Supporting student constituents from recruit to alumni, CRM Is critical to maintaining effective relationships with students throughout their educational career Slide 2
  • 3. Who is Apex IT?  An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family, including: − − − −  “Apex IT is a gem that is consistently under budget and on time.” - Paul Greenberg, CRM at the Speed of Light CRM On Demand PeopleSoft Enterprise Siebel Oracle E-Business Suite Apex IT is a full service consultancy – our service offering addresses the entire application implementation continuum - everything from strategy development and implementation, to change management and training − Management Consulting − Web Services Development − Upgrade Lab − Managed Services − Hosting Slide 3
  • 4. Apex IT Customers Slide 4
  • 5. Project Scope Mapped to PeopleSoft CRM Modules Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management, December 2009 “Gartner is beginning of see more consideration of an “enterprise CRM strategy” – stepping back from independent initiatives to take a broader look at the appropriate strategy for the entire institution’s offerings. .” Slide 5
  • 6. Oracle Higher Education Solution Map Slide 6
  • 7. Defining CRM Constituent Relationship Management Inquiry to Application Inquiry 360o Student Slide 7
  • 8. Defining CRM Constituent Relationship Management RECRUITING  Focused on Prospects and Inquiries Inquiry to Application  Generate awareness and define your brand via marketing  Track campaigns and effectiveness  Drive Prospects toward inquiry so you can personalize and tailor the experience  Guide Inquiries to Application  Multi-Channel Communication Plan Inquiry 360o Student BENEFITS  Increase Inquiries  More Applicants  Lasting first impression  Automation allows more with less Slide 8
  • 9. Defining CRM Constituent Relationship Management ADMISSIONS Inquiry to Application  Tailor and personalize the application to enrollment experience  Track all inbound and outbound interactions Inquiry  Focus Admissions Counselors on high target prospects  Follow a high-touch plan  Qualify In, Counsel Out 360o  Educate early on services  Manage Events BENEFITS Student  Increase Yield  Develop relationship with student through student in seat  Higher scoring student population  Increase retention from early interactions Slide 9
  • 10. Defining CRM Constituent Relationship Management RETENTION Inquiry to Application  Communicate institutional events, news, services  Educate about services  Manage campus or virtual events Inquiry 360o  Pro-actively survey, identifying At-Risk students based on demographics and performance  Based on results, automatically create a case for an advisement session BENEFITS Student  Improve the student experience/satisfaction  Increase awareness & participation in services and events  Better understand At-Risk triggers  Improve proactive measures /counseling Slide 10
  • 11. Defining CRM Constituent Relationship Management STUDENT SERVICE / HELP DESK  Provide a Single Virtual Help Desk for Students, Alumni, Faculty, and Staff Inquiry to Application  Allow for multiple channels Including phone/CTI, email, chat, walk-in, selfservice  Create comprehensive knowledge base to lower cost to serve Inquiry  Track all interactions  Leverage for Student Life Career Svcs, Minority Svcs, Accessibility Ctr, Academic Support… BENEFITS  Easier for the student to interact with institution  Lower cost of servicing student  Allow departments to focus on strategy  Prevent answer shopping  Provide faster, more consistent service… leading to satisfaction 360o Student Slide 11
  • 12. Defining CRM Constituent Relationship Management ALUMNI ADVANCEMENT  Manage the alumni relationship by understanding past and current interests & needs Inquiry to Application  Target alumni with relevant outreach & fundraising  Survey so you can personalize and tailor future communication Inquiry  Educate on services offered to alumni  Track campaigns and effectiveness BENEFITS  Easier for the alumni to interact with institution  Build a stronger relationship and loyalty  Provide faster, more consistent service… leading to satisfaction 360o Student Slide 12
  • 13. Project Scope Mapped to PeopleSoft CRM Modules Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management, December 2009 "For a competitive strategy, Gartner believes that institutions must have a CRM system for recruiting in place by 2011. By 2013, an institution will be at a competitive disadvantage for recruiting without this type of relationship solution.” Slide 13
  • 14. Best Practices in CRM Recruiting BEST PRACTICE TRANSFORMATIONAL  Prospect in CRM instead of SIS  Pre-App Submit data in CRM for quick reminder to finish  Automated/Multiple intake channels [online inquiry forms, list imports from aggregators, test score loads, email inquiries] tracking multiple sources  Track all interactions  Multiple Communication Channels based on audience: − Direct Mail − Phone − Email, Online Web Forms (surveys, newsletters), Prospect Portal − Chat − SMS Text − In Person − Smartphone App  5 minute response from online inquiries  Automate Multi-Channel communications that are connected and trigger off of each other (integrated)  Predictive Modeling scoring of Prospects/Inquiries that dynamically changes your Comm Plan…  That is automated… daily  Leverage Social Media, and is integrated  Mobile CRM for Recruiters/Counselors Slide 14
  • 15. It’s More than Recruiting CRM Can Also Be Leveraged For… • Student Service: − Once a ticket/case is logged and need to install or fix something in a classroom, dorm room, building… − Facilities can leverage to track their dispatch needs • IT or HR Help Desk: − Use for employee needs such as IT Help Desk or HR Help Desk − Use for employee/faculty/staff communication regarding institutional news, events, or announcements (like HR open enrollment) • B2B Relationships: − Track relationships and interactions with corporations (sponsors, career services, donors, partnerships for adult education) − PRM (Partner Relationship Management) allows them access to your system or reports that pertain to them… PRM Portal Slide 15
  • 16. Best Practices in CRM Student Success: Service BEST PRACTICE TRANSFORMATIONAL  Create a centralized shared service center for a “one-stop shop” experience  Tracking all interactions and advising sessions, across the university, provides insight to at-risk students  Multiple intake channels [phone, email, chat, walk-up]  Create a Knowledge Base allowing Service Reps greater chance of 1st Call Resolution  Leverage Case Mgmt in Student Life − − − − − − Career Services Women’s Services Accessibility Center Clinical Counseling Academic Support Pre-Professional Counseling  Student Self-Service (complete with FAQs, searchable knowledge base that returns results based on who they are, schedule meetings with Advisors)  Develop a 360o View of the student across the lifecycle  Access to deep analytics/data to see trends, improve processes and services  Leverage Case Mgmt for tracking advising sessions Slide 16
  • 17. Best Practices in CRM Student Success: Retention BEST PRACTICE TRANSFORMATIONAL  Leverage CRM capabilities to communicate services and events to students  Survey students, identifying potentially At-Risk candidates…  CRM for Advising Students and Understanding their challenges  Automatically trigger notification to Advisor  Integrate with SIS to get GPA, attendance, automatically flagging potential Academic Probation scenarios  Track the steps and plan to get student back into good academic standing Retaining students is more challenging than ever: −65.7% 1st-year retention drops… lowest rate in 25 years 3 (ACT, Inc., 2009) −59% attend more than one school before graduating with a BA, up from 49% two decades ago 2 (NCES 2005) −33% Reverse Transfers in 2007 of all two-year students previously attending a fouryear institution 1 (American Association of Community Colleges) Slide 17
  • 18. Oracle CRM On Demand Comprehensive On Demand CRM Solution (SaaS) Built in analytics / data warehouse Rapid configuration and deployment Integration to external applications / other Oracle apps Industry leading Oracle technology Deployment Options Single vendor commitment Slide 18
  • 19. Increased Recruiting Yield Through Multi-Channel Marketing Strategy to Address Solution Enablement KPI • Increase Prospect to Inquiry conversion through quicker, hightouch, lower-cost response • CRMOD: Test Score and Prospect Import into CRM OD • ODM: Email to Prospect with link to online Inquiry Survey • • • • # of Prospects % of Prospect to Inquiry Conversion Time to follow-up Avg. duration of conversion • Increased Inquiry to Applicant conversion through online nurturing • ODM: Personalized content in emails and online microsites, driving Inquiry to apply • CRMOD BI: Predictive scoring of Prospects and Inquiries on likeliness to matriculate • ODM: Online Inquiry Forms created as Leads for immediate follow-up • • • • # of Inquiries % of Inquiry to Applicant Conversion Time to follow-up Avg. duration of conversion • Increased Application to Enrollment yield through checklists and process • CRMOD: Track interactions and tasks • ODM: Communication (email, letters, etc) through enrollment, educating about student life • # of Applicants • # of stealth applicants • % of Inquiry to Applicant Conversion Recruiting Funnel Prospect • • • • HTML Emails Automated Comm Plans Guide toward Inquiry Stage Lower cost communication Inquiry • • • • Inquiry/Lead Mgmt They showed interest High-touch interaction Guide toward Online App Applicant • Opportunity Management with Enrollment Stages (Accept, Admit, Enrolled) • Checklists • High-touch counseling Matriculate • • • • Testing 1st Advisor Session Enrolling in classes Communicate about On-Campus services and events Slide 19
  • 20. Increased Student Success Through Service/Help Desk Strategy to Address Solution Enablement KPI • Setup telephony system for call intake and routing • COD: Contact On Demand provides telephony and email • CRMOD integrated with CRMOD provides screen pops, especially if student ID is entered into IVR • Call queue metrics • Centralize into a Constituent/Student Service Desk making it easier for students to find answers • CRMOD: provides Case Management, Workflow, Knowledge Base • # of Cases in various statuses • Avg. time to closure • % of fist call/first day resolutions • Interact with Students online • On Demand Marketing for post-case satisfaction survey • Portals • Avg. Satisfaction Survey Score • Tier 0 resolution rate Contact On Demand • Telephony Intake & Routing • Email Intake CRM On Demand • Case Management • Workflow • Knowledge Management OD Marketing • Surveys • Communication Slide 20
  • 21. Increased Student Success in Student Life Services Strategy to Address • Schedule appointments with Student within each dept. Solution Enablement KPI • CRMOD: Schedule appointment between student and department faculty • Sync with department advisors Outlook • # of Appointments • Track Interactions between student and advisor • CRMOD: Track interactions using Service Requests • CRMOD: Create To-Dos for follow-up work • CRMOD: Build a 360 Degree View of the student • # of Service Requests • Create Activities groups for a checklist of follow-ups (such as for Academic Probation) • CRMOD: Checklist of activities • Retention rate − − − − − − Career Services Women’s Services Accessibility Center Clinical Counseling Academic Support Pre-Professional CRM On Demand • Case Management • Workflow • Task Management Slide 21
  • 22. Increased Retention Through Student Success Initiatives Strategy to Address Solution Enablement KPI • Communicate to students regarding services and events • ODM: Send news, events, and info about services available to students • ODM: Event registration • CRMOD: Event attendance tracking • # of communications per student • Event registration success • Send invite for student survey, identifying At-Risk students • ODM: Email leading to an online survey will help identify at-risk students • ODM: Weighted survey results could notify advisor, creating a Service Request • Retention rate • Avg. Survey score OD Marketing • Surveys • Communication CRM On Demand • Case Management • Workflow • Task Management Slide 22
  • 23. Oracle CRM On Demand With Apex IT  Higher Education Expertise  Strategic Vision-Best Practices  Complete Life Cycle deployment  Implementation Accelerators  SIS Integration Slide 23
  • 24. Oracle CRM On Demand With Apex IT  Student Success Accelerators:  Matriculation  Recruiting  Student Services Slide 24
  • 25. Contact Reports Slide 25
  • 26. Applicant Details Real time tracking of Recruiting and Matriculation details Slide 26
  • 27. Integration and Expansion  CRM On Demand Designed to Integrate  Web Services, Mashups  Social Networking  Web Links  SIS Integration Slide 27
  • 28. Slide 28
  • 29. Should you require any further information please do not hesitate to contact us • http://www.oraclecourseonline.com • -oracle apps technical online training contact us: • info@magnifictraining.com or +919052666559 • By Real Time Experts from Hyderabad, • Bangalore • ,India,USA,Canada,UK, Australia,South • Africa. Slide 29
  • 30. Thank You Slide 30

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