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Summit_Roadshow_PSU_Expanding Campus_Wide

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Summit_Roadshow_PSU_Expanding Campus_Wide

  1. 1. Evolution to a Campus Wide CRM Jeremy Heidenreich
  2. 2. About me… Jeremy Heidenreich: • Worked in Higher Education for the past two years • 11 Years of Project, Process, & Document Management experience • Married 14 years with 3 boys ages 8, 6, & 3 Plymouth State University is: • A member of the University System of New Hampshire • Confirms Baccalaureate, Graduate, and Doctoral degrees • Centrally located in NH just north of the famous lakes region and a short drive south of the White Mountains - home to all manner of outdoor recreation.
  3. 3. Thank You! Jason Moran Dean of Enrollment Management Kelsey Ambrose Alex Boudreau Robin Bryant Elena Marrotte Heather Scroggins Bethany Stevens Cindy Wright
  4. 4. Presentation Outline • Background Information • Strategy & Decisions • Processes • Future Efforts & Opportunities
  5. 5. The challenge
  6. 6. Undergraduate First Year Enrollment Trends
  7. 7. The Past Three Years
  8. 8. About Plymouth State University • 4,200 Undergrad students, 2,100 graduate students • Over the past three years undergraduate applications have increased 41% • Fall 2015 & 2016 were the largest undergraduate classes in PSU’s history • Staffing levels have remained flat at 6 operations team members, and 7 counselors, to process all applications and related documents
  9. 9. Strategy & Decisions
  10. 10. Strategy & Decisions
  11. 11. Strategy & Decisions • Implement a CRM • Engage with Consultants for Lead Generation & Financial Aid • Alter scholarship criteria to be more clear for all student types • Expand our internal student calling program • Common Application Non-Exclusive
  12. 12. Strategy & Decisions • Create our own Application • Test Optional • Create a new visit program • Create an Enrollment Management Division Includes Admissions & Financial Aid • Merge undergraduate & graduate admissions into one department • Redefine Plymouth State University…
  13. 13. Strategy & Decisions • Expand CRM use to the entire campus - Meet with all interested departments - Define needs & processes - Determine desired timeline and resources • Create a student portal - Meet with all interested departments - Define needs & processes - Determine desired timeline and resources • Create a mobile application - Repeat above…
  14. 14. Strategy & Decisions • Engage with existing student marketing or business clubs or groups • Students create content for social media - Video - Photos - Print - Web
  15. 15. Processes
  16. 16. Processes
  17. 17. Major Process Changes • Automatic Document Indexing Common Application SDS Delivery and custom coding • Easy access to documents within the CRM • Application Review entirely in our CRM Streamlines counselor training/on-boarding No longer necessary for counselors to use more than one system • Decision Letters processed within the CRM We still believe in the mailbox moment • All mailings originate and are tracked via the CRM
  18. 18. Major Process Changes • Personalized automated email communication From Lead, Inquiry, Applicant, Enrolled, and onward… • Financial Aid messaging originates from our CRM • All communications with inquiries and applicants are logged within the CRM • All campus events are managed within the CRM • Complete rework of our graduate admission process
  19. 19. Graduate Application Processing (Past) Receive inquiries & leads Email Campaign (8 messages) to interested students Receive online applications Review the applications in Salesforce Receive application fee If fee is not received, email the applicant and do not process the application Respond to phone inquiries and call prospects and applicants Respond to emails
  20. 20. Process application materials - Transcripts, Recs, & Letters to BDMS Ad hoc email messages to applicants Application is complete and ready for decision by committee (RD) Manually enter all paid applications in their entirety into Banner Send to committee for review Create PDF of the application & related documents and upload to BDMS Respond to phone inquiries and call prospects and applicants Respond to emails Graduate Application Processing (Past)
  21. 21. Committee renders a decision The decision and rate codes are manually entered into Banner The decision letter is manually created from over 100 unique templates The letter is sent to the student and copies are delivered to the coordinators and advisors Wait for the applicant to accept PSU’s offer via email or phone Respond to phone inquiries and call prospects and applicants Respond to emails Graduate Application Processing (Past)
  22. 22. Current Graduate Admissions Processing Respond to phone inquiries and call prospects and applicants Respond to emails Leads, inquiries, applicants, & confirmed students receive tailored email communications throughout the graduate admissions process encouraging students to move forward toward matriculating at PSU Receive inquiries & leads Receive, review, & then import online applications to Banner via Axiom Process materials – Applications, Transcripts, Recs, & Letters to BDMS Committee or graduate recruiter renders a decision Application is complete and ready for decision by committee (RD) or graduate recruiter Decision letters are created within Salesforce and delivered with just a few clicks Wait for the applicant to accept PSU’s offer via email or phone
  23. 23. Future Efforts & Opportunities
  24. 24. Future Efforts & Opportunities • Communications from all departments originate and are tracked within the CRM - Email - Text messages - Telephone calls • Student portal/app - Inquire, Apply, Enroll, Register for classes • PSU’s Integrated Clusters Learning Model
  25. 25. Regional Comprehensive…?
  26. 26. Future Efforts & Opportunities Graduate EnhancedExperience Major(s)andMinor(s) GeneralEducation&Major(s) Enroll Student Success Health & Human Enrichment Tourism, Environment & Sustainable Development Justice & Security Education, Democracy & Social Change Innovation & Entrepreneurship Exploration & Discovery Arts & Technology
  27. 27. Questions? Jeremy Heidenreich jjheidenreich@plymouth.edu (603) 535-3212

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