The document discusses the implementation and advantages of Oracle CRM On Demand for managing the entire life cycle of student constituents in higher education, emphasizing the importance of building strong relationships from recruitment through to alumni engagement. It highlights the best practices, benefits, and various modules of the CRM that aid in student recruitment, retention, service, and help desk functionalities, aiming for improved efficiency and student success. Apex IT, as an Oracle certified partner, supports institutions in maximizing their CRM capabilities across multiple applications and processes.

1. September 7, 2011Oracle CRM On Demand-CRM for the Entire Constituent Life CyclePatrick Sells | Apex IT Higher Education Practice

2. ProgramAgendaIntroduction

3. Apex IT

4. CRM in Higher Education

5. Recruiting and Matriculation

6. Student Service and Student Affairs

7. Integration, Expansion and Implementation Best Practices ProgramObjectiveIntroduce 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

8. Who is Apex IT? An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family, including:

9. CRM On Demand

10. PeopleSoft Enterprise

11. Siebel

12. Oracle E-Business Suite

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. Management Consulting

15. Web Services Development

16. Upgrade Lab

17. Managed Services

18. Hosting“Apex IT is a gem that is consistently under budget and on time.” Paul Greenberg, CRM at the Speed of Light

19. Apex IT Customers

20. Project Scope Mapped to PeopleSoft CRM ModulesSource: 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. .”

21. Oracle Higher Education Solution Map

22. Defining CRMConstituent Relationship ManagementInquiry to ApplicationGenerate InterestApplicationStart to SubmitRecruitingAdmissionsInquiryAwarenessAccept to EnrollApplicantProspect1 & 2 yearStudentAt Risk360oAlumniContributeAdvancementStudentStudent SuccessCommunicationInformStudent LifeStudent Help Desk

23. Defining CRMConstituent Relationship ManagementRecruitingFocused on Prospects and Inquiries

24. Generate awareness and define your brand via marketing

25. Track campaigns and effectiveness

26. Drive Prospects toward inquiry so you can personalize and tailor the experience

27. Guide Inquiries to Application

28. Multi-Channel Communication PlanInquiry to ApplicationGenerate InterestApplicationStart to SubmitRecruitingAdmissionsInquiryAwarenessAccept to EnrollApplicantProspect1 & 2 yearStudentAt Risk360oAlumniContributeAdvancementStudentStudent SuccessBenefitsIncrease Inquiries

29. More Applicants

30. Lasting first impression

31. Automation allows more with lessCommunicationInformStudent LifeStudent Help Desk

32. Defining CRMConstituent Relationship ManagementAdmissionsTailor and personalize the application to enrollment experience

33. Track all inbound and outbound interactions

34. Focus Admissions Counselors on high target prospects

35. Follow a high-touch plan

36. Qualify In, Counsel Out

37. Educate early on services

38. Manage EventsInquiry to ApplicationGenerate InterestApplicationStart to SubmitRecruitingAdmissionsInquiryAwarenessAccept to EnrollApplicantProspect1 & 2 yearStudentAt RiskAlumni360oBenefitsIncrease Yield

39. Develop relationship with student through student in seat

40. Higher scoring student population

41. Increase retention from early interactionsContributeAdvancementStudentStudent SuccessCommunicationInformStudent LifeStudent Help Desk

42. Defining CRMConstituent Relationship ManagementRetentionCommunicate institutional events, news, services

43. Educate about services

44. Manage campus or virtual events

45. Pro-actively survey, identifying At-Risk students based on demographics and performance

46. Based on results, automatically create a case for an advisement sessionInquiry to ApplicationGenerate InterestApplicationStart to SubmitRecruitingAdmissionsInquiryAwarenessAccept to EnrollApplicantProspectAt Risk1 & 2 yearStudentAlumniContribute360oBenefitsImprove the student experience/satisfaction

47. Increase awareness & participation in services and events

48. Better understand At-Risk triggers

49. Improve proactive measures /counselingAdvancementStudentStudent SuccessCommunicationInformStudent LifeStudent Help Desk

50. Defining CRMConstituent Relationship ManagementStudent Service / Help DeskProvide a Single Virtual Help Desk for Students, Alumni, Faculty, and Staff

51. Allow for multiple channels Including phone/CTI, email, chat, walk-in, self-serviceInquiry to ApplicationGenerate InterestApplicationStart to SubmitRecruitingAdmissionsCreate comprehensive knowledge base to lower cost to serve

52. Track all interactions

53. Leverage for Student Life Career Svcs, Minority Svcs, Accessibility Ctr, Academic Support…InquiryAwarenessAccept to EnrollApplicantProspect1 & 2 yearStudentAt Risk360oAlumniContributeBenefitsEasier for the student to interact with institution

54. Lower cost of servicing student

55. Allow departments to focus on strategy

56. Prevent answer shopping

57. Provide faster, more consistent service… leading to satisfactionAdvancementStudentStudent SuccessCommunicationInformStudent LifeStudent Help Desk

58. Defining CRMConstituent Relationship ManagementAlumni AdvancementManage the alumni relationship by understanding past and current interests & needs

59. Target alumni with relevant outreach & fundraisingInquiry to ApplicationGenerate InterestApplicationStart to SubmitRecruitingAdmissionsSurvey so you can personalize and tailor future communication

60. Educate on services offered to alumni

61. Track campaigns and effectivenessInquiryAwarenessAccept to EnrollApplicantProspect360o1 & 2 yearStudentAt RiskAlumniContributeAdvancementBenefitsEasier for the alumni to interact with institution

62. Build a stronger relationship and loyalty

63. Provide faster, more consistent service… leading to satisfactionStudentStudent SuccessCommunicationInformStudent LifeStudent Help Desk

64. Project Scope Mapped to PeopleSoft CRM ModulesSource: 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.”

65. Best Practices in CRMRecruiting

66. It’s More than RecruitingCRM Can Also Be Leveraged For… Student Service:

67. Once a ticket/case is logged and need to install or fix something in a classroom, dorm room, building…

68. Facilities can leverage to track their dispatch needs

69. IT or HR Help Desk:

70. Use for employee needs such as IT Help Desk or HR Help Desk

71. Use for employee/faculty/staff communication regarding institutional news, events, or announcements (like HR open enrollment)

72. B2B Relationships:

73. Track relationships and interactions with corporations (sponsors, career services, donors, partnerships for adult education)

74. PRM (Partner Relationship Management) allows them access to your system or reports that pertain to them… PRM PortalBest Practices in CRMStudent Success: Service

75. Best Practices in CRMStudent Success: RetentionRetaining students is more challenging than ever:65.7% 1st-year retention drops… lowest rate in 25 years 3 (ACT, Inc., 2009)

76. 59% attend more than one school before graduating with a BA, up from 49% two decades ago 2 (NCES 2005)

77. 33% Reverse Transfers in 2007 of all two-year students previously attending a four-year institution 1 (American Association of Community Colleges) Oracle CRM On DemandComprehensive On Demand CRM Solution (SaaS)Built in analytics / data warehouseRapid configuration and deploymentIntegration to external applications / other Oracle appsIndustry leading Oracle technology Deployment OptionsSingle vendor commitment

78. Increased Recruiting Yield Through Multi-Channel MarketingRecruiting FunnelProspectInquiryApplicantMatriculateHTML Emails

79. Automated Comm Plans

80. Guide toward Inquiry Stage

81. Lower cost communication

82. Inquiry/Lead Mgmt

83. They showed interest

84. High-touch interaction

85. Guide toward Online App

86. Opportunity Management with Enrollment Stages (Accept, Admit, Enrolled)

87. Checklists

88. High-touch counseling

89. Testing

90. 1st Advisor Session

91. Enrolling in classes

92. Communicate about On-Campus services and eventsIncreased Student Success Through Service/Help DeskContact On DemandCRM On DemandOD MarketingTelephony Intake & Routing

93. Email Intake

94. Case Management

95. Workflow

96. Knowledge Management

97. Surveys

98. CommunicationIncreased Student Success in Student Life ServicesCRM On DemandCase Management

99. Workflow

100. Task ManagementIncreased Retention Through Student Success InitiativesCRM On DemandOD MarketingCase Management

101. Workflow

102. Task Management

103. Surveys

104. CommunicationOracle CRM On Demand With Apex ITHigher Education Expertise

105. Strategic Vision-Best Practices

106. Complete Life Cycle deployment

107. Implementation Accelerators

108. SIS IntegrationOracle CRM On Demand With Apex ITStudent Success Accelerators:

109. Matriculation

110. Recruiting

111. Student ServicesContact Reports

112. Applicant DetailsReal time tracking of Recruitingand Matriculation details

113. Integration and ExpansionCRM On Demand Designed to Integrate

114. Web Services, Mash-ups

115. Social Networking

116. Web Links

117. SIS IntegrationCampus Solutions

118. Q & A

119. Additional InformationCRM On Demand Webinars:Contact Information:Patrick Sells patrick.sells@apexit.com 678.575.2905Session Information:Sessions are being recorded and we will send a link to that recording

120. For copies of PPT, please contact Patrick Sells