Using Service Cloud for Student Retention at the University of Oklahoma
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Presentation from Salesforce.org Higher Ed Summit 2018 by: Glenn J. Hansen. With first-year retention rates at just over 90% and graduation rates much lower, the president of the university identified increased retention and graduation as the top priority. See how the OU team used Salesforce Service Cloud along with LiveMessage to increase first-year student retention to over 95% (5% increase), second year retention to 85% (1.5% increase) and record-breaking graduation rates. Watch a recording of this presentation: https://youtu.be/3app2BxBe4k
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Using Service Cloud for Student Retention at the University of Oklahoma
- 1. Using Service Cloud for Student Retention at the University of Oklahoma Glenn J. Hansen
- 2. First Year Retention - University of Oklahoma 22K UG Students Historical first-year 84% Longstanding Goal 92% Fall 2016 to Fall 2017 90.4% to 92.1%! NEW GOAL 95% Central Retention Group
- 3. Time for Change • No system of record for our significant retention effort. • Passing around outdated spreadsheets. • No efficient way to track case ownership and progress. • Fragmented process across the academic year.
- 4. We knew we could not get to our goal of 92% retention without becoming more skilled at how we manage data. “ ”
- 5. Solution • Integration of data from Banner, advising, and housing system. • Custom object – student retention profile replicates fields from the old spreadsheet. • Nightly updates. • Enrollment is updated hourly during business hours. Case Management
- 6. Solution • Auto create cases when not enrolled for the next semester a week after enrollment window opens. • Elevate priority to high if a student has recently requested a transcript (sent to another school). • Elevate the case priority to medium if no FAFSA for next year when a FAFSA was received for current year. • Cases are added to a queue. • Assigned owner based on student’s personal situation. • The case is automatically closed when the student does enroll. Creating Cases - During Enrollment
- 7. Solution • Before enrollment windows open create cases if warning flags surface. • Transcripts sent to another school • Notes from an adviser or financial aid indicating a concern. • About 2000 notes per week • EPI Analytics – Smartcase solution • Concern expressed by housing, teaching staff or others. • Cases assigned to owners based on situation. Creating Cases – Pre-Enrollment
- 8. Solution • An owner is strategically assigned to each case. • Communicate via LiveMessage, email, or phone calls. • Student contact information in Service Cloud. • All communication logged in Service Cloud. • Cases closed successfully if student enrolls. • Cased closed unsuccessfully if student doesn’t enroll. Case Outreach
- 9. Phase II • Year 2+ retention • Graduation • MoneyCoaches
- 10. The Future • Additional case automation • Additional data integration • Marketing Cloud • Student nudges • Student personalization
- 11. Demo
- 12. Questions?
- 13. Glenn J. Hansen, Ph.D. Director, Office of Business Analytics Website: www.ou.edu/ Email: gjh@ou.edu
- 14. APPENDIX
- 15. Basic Layout - 2 Column First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 16. Basic Layout - 3 Column First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 17. Basic Layout – Cherry Blossom Footer Left First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 18. Basic Layout – Cherry Blossom Footer Right First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 19. Landscape Layout 1 First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 20. Landscape Layout 2 First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 21. First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Third Split Layout - Left First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 22. First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Third Split Layout - Right First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 23. Chapter Slide 1
- 24. Chapter Slide 2
- 25. Chapter Slide 3
- 26. Graphic Assets This is a small selection of creative assets. For the complete PPT Graphic Resources Kit which includes charts, how-tos, additional icons and photos of devices and people cutout click here.
- 27. Badges and Banners Text here # Text here # Text here # Text here # Text here # Text here # Editable In PowerPoint Badges Sale s Service Marketing Community Commerce App/IoT Text here # Anallytics
- 28. Official Characters: Astro Astro Poses Astro On The Trail/On the Go Trailhead Astro & Misc. Use Characters Sparingly
- 29. Official Characters: Appy, Earnie, Cloudy, Cody & SaaSy Salesforce brand characters Cloudy SaaSy Groups HootieAppy Earnie the Badger
- 30. These icons play a big part in keeping things playful. We’ve begun to use more line art in our design for contrast against the cartoon artwork direction. If you choose line art, suggest being consistent throughout your deck. We’ve created a library on the following page for most other use cases. These have been created to allow you to change colors etc. directly in PowerPoint Iconography Trailhead Line Art Icons
- 31. Healthcare Rewards Money & Finance Organization Iconography Extended Line Art Icon Library (Editable) Essential Elements Socia l Additional Industries Sport s Transportation GUI Elements Maps & Navigation Design & Drawing Productivity Network & Servers Computers & Tech Marketing Retail Securit y
- 32. iPadAir Vertical 2 iPhone7 iPadAir Horizontal 2 Galaxy 7 Tablets, Phones and Watches Devices are to scale in relationship to one another, use this slide as a reference Apple Watch
- 33. Computers Macbook Pro Retina Display (Browser bar is removable) Thunderbolt Monitor for Desktop (Browser bar is removable) Dell Laptop Dell Monitor