From Front-line to Home Office: Using Your CRM to Manage One Stop Student Services Technology Innovations Track

1. #TargetXSummit
From Front-line to Home Office: Using
Your CRM to Manage One Stop
Student Services
Carlton Stroud, Director, Enrollment Management Systems

2. Overview
● UC Merced Quick Facts
● Evolution of Tracking
● Overview of Cases
● Challenges & Success
● Expansion
● Queue/Check-in Demo
● Q & A

3. UC Merced Quick Facts
● Opened in 2005
● 10th campus in the University of
California system
● First American research
university of the 21st century
● Located in the heart of the
California Central Valley
● First One Stop in the UC system

4. Student Population, Growth, and Cases
875 1286 1871
2718
3414
4381
5198
5760
6195
6268
6685
7336
7967
8544
13157
9363 9535
13162
11239
14475
21345
28200
23291
24755
24752
31035
30655
33946
0
5000
10000
15000
20000
25000
30000
35000
40000
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Student Growth Transactons
4
5
8
10 Staff
3 Staff

5. Evolution of Tracking – Phase 1
• Students First Center (SFC)
• Utilized from 2005 - 2011
• Tally Sheets
• Manually entered
• Manually calculated

6. Evolution of Tracking – Phase 2
• Homegrown system
• After the fact tracking
• No real-time reporting
• SFC only office to utilize
• Constant crashing
• Not easy to update values

7. Evolution of Tracking – Phase 3
• Move manual tracking from paper to electronic spreadsheet
• Use excel formulas to calculate values

8. Cases Pilot Project
• Manual entry of cases at SFC
• Proof of concept
• SFC started with email functionality
• What we tracked, for who and why

9. Case Entry

10. What has improved.....
• Flexibility
• Communication
• Student History
• Referrals
• Reporting & Dashboards

11. Dashboards

12. Work in progress
• Office buy-in – to new offices across campus
• Data sharing
• Time/staffing
• Training
• Shifting the way we do business

13. Initial Expansion
• Event management
• Drop for Non-Payment (DFNP)

14. Continual Expansion
• Dean of Students – check-in and appointment process
• Advising Centers (SNS, SoE, SSHA, BAC) – case management, check-in
process
• Housing and Residence Life – case management, check-in process, email to
case

15. Queuing System
• Check-in process
• Case auto-response
• Business flow for text/email messaging
• Demo of Queuing process

16. Changes in the form (Step 1)

17. Step 2
Auto-response sent to contact once they have
checked-in

18. Step 3
Did student
return?
Y
e
s
Use kiosk to
indicate you
have returned
Proceed to
counter for
assistance
No
Go to
step 4

19. Step 4
No
Y
e
s
Check-in at kiosk and
proceed to counter for
assistance
Student
Returned?

20. Check-in/Queuing Demo

21. Questions?

22. Thank You
Carlton Stroud: cstroud@ucmerced.edu