Oracle CRM On Demand for the Entire Constituent Life Cycle

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CRM On Demand is Oracle's Software as a Service CRM solution. This presentation shows how CRM on Demand is truly a solution for the entire Constituent Life cycle. Apex IT is an Oracle Platinum Partner, and Go To partner for Oracle Higher Education. Providing Best Practice application consulting since 1997, Apex IT is a visionary and thought leader in the areas of Higher Education, Employee workforce management, Public Sector, and private industry.

Please see us at http://www.apex.com

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  • Wow, thank you jpsells, this was great! Resume keywords are way more important than resume formats. Because recruiters conduct keyword searches during the initial sourcing process in Applicant Tracking Systems. You're not found if your resume doesn't contain the exact keywords. But it's a pain to find those keywords from the job descriptions. I found the site Jobscan http://ow.ly/RmPcR that identify keywords for your. All you do is paste in your resume plus the job description, then Jobscan analyzes your job description for you automatically and identify the most important keywords for you. It literally takes seconds and it so worth the copy and paste. Saved me so much time AND I got more interviews using Jobscan! I recommend it as well.
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Oracle CRM On Demand for the Entire Constituent Life Cycle

  1. 1. September 7, 2011<br />Oracle CRM On Demand-<br />CRM for the Entire Constituent Life Cycle<br />Patrick Sells | Apex IT Higher Education Practice<br />
  2. 2. ProgramAgenda<br /><ul><li>Introduction
  3. 3. Apex IT
  4. 4. CRM in Higher Education
  5. 5. Recruiting and Matriculation
  6. 6. Student Service and Student Affairs
  7. 7. Integration, Expansion and Implementation Best Practices </li></ul>ProgramObjective<br />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<br />
  8. 8. Who is Apex IT?<br /><ul><li> An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family, including:
  9. 9. CRM On Demand
  10. 10. PeopleSoft Enterprise
  11. 11. Siebel
  12. 12. Oracle E-Business Suite
  13. 13. 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
  14. 14. Management Consulting
  15. 15. Web Services Development
  16. 16. Upgrade Lab
  17. 17. Managed Services
  18. 18. Hosting</li></ul>“Apex IT is a gem that is <br /> consistently under <br /> budget and on time.”<br /><ul><li> Paul Greenberg, </li></ul> CRM at the Speed of Light<br />
  19. 19. Apex IT Customers<br />
  20. 20. Project Scope<br /> Mapped to PeopleSoft CRM Modules<br />Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management, December 2009<br />“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. .”<br />
  21. 21. Oracle Higher Education Solution Map<br />
  22. 22. Defining CRM<br />Constituent Relationship Management<br />Inquiry to Application<br />Generate Interest<br />Application<br />Start to Submit<br />Recruiting<br />Admissions<br />Inquiry<br />Awareness<br />Accept to Enroll<br />Applicant<br />Prospect<br />1 & 2 year<br />Student<br />At Risk<br />360o<br />Alumni<br />Contribute<br />Advancement<br />Student<br />Student Success<br />Communication<br />Inform<br />Student <br />Life<br />Student <br />Help Desk<br />
  23. 23. Defining CRM<br />Constituent Relationship Management<br />Recruiting<br /><ul><li>Focused on Prospects and Inquiries
  24. 24. Generate awareness and define your brand via marketing
  25. 25. Track campaigns and effectiveness
  26. 26. Drive Prospects toward inquiry so you can personalize and tailor the experience
  27. 27. Guide Inquiries to Application
  28. 28. Multi-Channel Communication Plan</li></ul>Inquiry to Application<br />Generate Interest<br />Application<br />Start to Submit<br />Recruiting<br />Admissions<br />Inquiry<br />Awareness<br />Accept to Enroll<br />Applicant<br />Prospect<br />1 & 2 year<br />Student<br />At Risk<br />360o<br />Alumni<br />Contribute<br />Advancement<br />Student<br />Student Success<br />Benefits<br /><ul><li>Increase Inquiries
  29. 29. More Applicants
  30. 30. Lasting first impression
  31. 31. Automation allows more with less</li></ul>Communication<br />Inform<br />Student <br />Life<br />Student <br />Help Desk<br />
  32. 32. Defining CRM<br />Constituent Relationship Management<br />Admissions<br /><ul><li>Tailor and personalize the application to enrollment experience
  33. 33. Track all inbound and outbound interactions
  34. 34. Focus Admissions Counselors on high target prospects
  35. 35. Follow a high-touch plan
  36. 36. Qualify In, Counsel Out
  37. 37. Educate early on services
  38. 38. Manage Events</li></ul>Inquiry to Application<br />Generate Interest<br />Application<br />Start to Submit<br />Recruiting<br />Admissions<br />Inquiry<br />Awareness<br />Accept to Enroll<br />Applicant<br />Prospect<br />1 & 2 year<br />Student<br />At Risk<br />Alumni<br />360o<br />Benefits<br /><ul><li>Increase Yield
  39. 39. Develop relationship with student through student in seat
  40. 40. Higher scoring student population
  41. 41. Increase retention from early interactions</li></ul>Contribute<br />Advancement<br />Student<br />Student Success<br />Communication<br />Inform<br />Student <br />Life<br />Student <br />Help Desk<br />
  42. 42. Defining CRM<br />Constituent Relationship Management<br />Retention<br /><ul><li>Communicate institutional events, news, services
  43. 43. Educate about services
  44. 44. Manage campus or virtual events
  45. 45. Pro-actively survey, identifying At-Risk students based on demographics and performance
  46. 46. Based on results, automatically create a case for an advisement session</li></ul>Inquiry to Application<br />Generate Interest<br />Application<br />Start to Submit<br />Recruiting<br />Admissions<br />Inquiry<br />Awareness<br />Accept to Enroll<br />Applicant<br />Prospect<br />At Risk<br />1 & 2 year<br />Student<br />Alumni<br />Contribute<br />360o<br />Benefits<br /><ul><li>Improve the student experience/satisfaction
  47. 47. Increase awareness & participation in services and events
  48. 48. Better understand At-Risk triggers
  49. 49. Improve proactive measures /counseling</li></ul>Advancement<br />Student<br />Student Success<br />Communication<br />Inform<br />Student <br />Life<br />Student <br />Help Desk<br />
  50. 50. Defining CRM<br />Constituent Relationship Management<br />Student Service / Help Desk<br /><ul><li>Provide a Single Virtual Help Desk for Students, Alumni, Faculty, and Staff
  51. 51. Allow for multiple channels Including phone/CTI, email, chat, walk-in, self-service</li></ul>Inquiry to Application<br />Generate Interest<br />Application<br />Start to Submit<br />Recruiting<br />Admissions<br /><ul><li>Create comprehensive knowledge base to lower cost to serve
  52. 52. Track all interactions
  53. 53. Leverage for Student Life Career Svcs, Minority Svcs, Accessibility Ctr, Academic Support…</li></ul>Inquiry<br />Awareness<br />Accept to Enroll<br />Applicant<br />Prospect<br />1 & 2 year<br />Student<br />At Risk<br />360o<br />Alumni<br />Contribute<br />Benefits<br /><ul><li>Easier for the student to interact with institution
  54. 54. Lower cost of servicing student
  55. 55. Allow departments to focus on strategy
  56. 56. Prevent answer shopping
  57. 57. Provide faster, more consistent service… leading to satisfaction</li></ul>Advancement<br />Student<br />Student Success<br />Communication<br />Inform<br />Student <br />Life<br />Student <br />Help Desk<br />
  58. 58. Defining CRM<br />Constituent Relationship Management<br />Alumni Advancement<br /><ul><li>Manage the alumni relationship by understanding past and current interests & needs
  59. 59. Target alumni with relevant outreach & fundraising</li></ul>Inquiry to Application<br />Generate Interest<br />Application<br />Start to Submit<br />Recruiting<br />Admissions<br /><ul><li>Survey so you can personalize and tailor future communication
  60. 60. Educate on services offered to alumni
  61. 61. Track campaigns and effectiveness</li></ul>Inquiry<br />Awareness<br />Accept to Enroll<br />Applicant<br />Prospect<br />360o<br />1 & 2 year<br />Student<br />At Risk<br />Alumni<br />Contribute<br />Advancement<br />Benefits<br /><ul><li>Easier for the alumni to interact with institution
  62. 62. Build a stronger relationship and loyalty
  63. 63. Provide faster, more consistent service… leading to satisfaction</li></ul>Student<br />Student Success<br />Communication<br />Inform<br />Student <br />Life<br />Student <br />Help Desk<br />
  64. 64. Project Scope<br /> Mapped to PeopleSoft CRM Modules<br />Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management, December 2009<br />"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.”<br />
  65. 65. Best Practices in CRM<br />Recruiting<br />
  66. 66. It’s More than Recruiting<br />CRM Can Also Be Leveraged For… <br /><ul><li>Student Service:
  67. 67. Once a ticket/case is logged and need to install or fix something in a classroom, dorm room, building…
  68. 68. Facilities can leverage to track their dispatch needs
  69. 69. IT or HR Help Desk:
  70. 70. Use for employee needs such as IT Help Desk or HR Help Desk
  71. 71. Use for employee/faculty/staff communication regarding institutional news, events, or announcements (like HR open enrollment)
  72. 72. B2B Relationships:
  73. 73. Track relationships and interactions with corporations (sponsors, career services, donors, partnerships for adult education)
  74. 74. PRM (Partner Relationship Management) allows them access to your system or reports that pertain to them… PRM Portal</li></li></ul><li>Best Practices in CRM<br />Student Success: Service<br />
  75. 75. Best Practices in CRM<br />Student Success: Retention<br />Retaining students is more challenging than ever:<br /><ul><li>65.7% 1st-year retention drops… lowest rate in 25 years 3 (ACT, Inc., 2009)
  76. 76. 59% attend more than one school before graduating with a BA, up from 49% two decades ago 2 (NCES 2005)
  77. 77. 33% Reverse Transfers in 2007 of all two-year students previously attending a four-year institution 1 (American Association of Community Colleges) </li></li></ul><li>Oracle CRM On Demand<br />Comprehensive On Demand CRM Solution (SaaS)<br />Built in analytics / data warehouse<br />Rapid configuration and deployment<br />Integration to external applications / other Oracle apps<br />Industry leading Oracle technology <br />Deployment Options<br />Single vendor commitment<br />
  78. 78. Increased Recruiting Yield Through Multi-Channel Marketing<br />Recruiting Funnel<br />Prospect<br />Inquiry<br />Applicant<br />Matriculate<br /><ul><li>HTML Emails
  79. 79. Automated Comm Plans
  80. 80. Guide toward Inquiry Stage
  81. 81. Lower cost communication
  82. 82. Inquiry/Lead Mgmt
  83. 83. They showed interest
  84. 84. High-touch interaction
  85. 85. Guide toward Online App
  86. 86. Opportunity Management with Enrollment Stages (Accept, Admit, Enrolled)
  87. 87. Checklists
  88. 88. High-touch counseling
  89. 89. Testing
  90. 90. 1st Advisor Session
  91. 91. Enrolling in classes
  92. 92. Communicate about On-Campus services and events</li></li></ul><li>Increased Student Success Through <br />Service/Help Desk<br />Contact On Demand<br />CRM On Demand<br />OD Marketing<br /><ul><li>Telephony Intake & Routing
  93. 93. Email Intake
  94. 94. Case Management
  95. 95. Workflow
  96. 96. Knowledge Management
  97. 97. Surveys
  98. 98. Communication</li></li></ul><li>Increased Student Success in Student Life Services<br />CRM On Demand<br /><ul><li>Case Management
  99. 99. Workflow
  100. 100. Task Management</li></li></ul><li>Increased Retention Through Student Success Initiatives<br />CRM On Demand<br />OD Marketing<br /><ul><li>Case Management
  101. 101. Workflow
  102. 102. Task Management
  103. 103. Surveys
  104. 104. Communication</li></li></ul><li>Oracle CRM On Demand With Apex IT<br /><ul><li>Higher Education Expertise
  105. 105. Strategic Vision-Best Practices
  106. 106. Complete Life Cycle deployment
  107. 107. Implementation Accelerators
  108. 108. SIS Integration</li></li></ul><li>Oracle CRM On Demand With Apex IT<br /><ul><li>Student Success Accelerators:
  109. 109. Matriculation
  110. 110. Recruiting
  111. 111. Student Services</li></li></ul><li>Contact Reports<br />
  112. 112. Applicant Details<br />Real time tracking of Recruitingand Matriculation details<br />
  113. 113. Integration and Expansion<br /><ul><li>CRM On Demand Designed to Integrate
  114. 114. Web Services, Mash-ups
  115. 115. Social Networking
  116. 116. Web Links
  117. 117. SIS Integration</li></ul>Campus Solutions<br />
  118. 118. Q & A<br />
  119. 119. Additional Information<br />CRM On Demand Webinars:<br />Contact Information:<br /><ul><li>Patrick Sells patrick.sells@apexit.com 678.575.2905</li></ul>Session Information:<br /><ul><li>Sessions are being recorded and we will send a link to that recording
  120. 120. For copies of PPT, please contact Patrick Sells</li>

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