5.7 From Front-line to Home Office; Using your CRM to manage One Stop student services
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Carlton Stroud, Director, Enrollment Management Systems Lisa Perry, Director, Students First Center
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5.7 From Front-line to Home Office; Using your CRM to manage One Stop student services
- 1. #TargetXSummit From Front-line to Home Office; Using your CRM to manage One Stop student services Carlton Stroud, Director, Enrollment Management Systems Lisa Perry, Director, Students First Center
- 2. #TargetXSummit Overview ● Background ● History ● Overview of Cases ● Challenges & Success ● Expansion ● What's Next ● Q & A
- 3. #TargetXSummit UC Merced Quick Facts ● Opened in Fall 2005 ● UC Merced is the 10th campus in the University of California system and the 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. #TargetXSummit Evolution of Tracking – phase 1 ● Students First Center (SFC) ● Evolution of tracking
- 5. #TargetXSummit Evolution of Tracking – phase 2
- 6. #TargetXSummit Evolution of Tracking – phase 3
- 7. 875 1286 1871 2718 3414 4381 5198 5760 6195 6268 6685 7336 7967 13157 9363 9535 13162 11239 14475 21345 28200 23291 24755 24752 31035 30655 0 5000 10000 15000 20000 25000 30000 35000 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 Student Population Growth Compared to Number of Service Transactions Completed at One Stop 5 8 10 Staff 3 Staff 4
- 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
- 12. Work in progress ● Office buy-in ● Data sharing ● Time/staffing ● Training ● Shifting the way we do business
- 13. #TargetXSummit Initial Expansion ● Event management ● DFNP
- 14. Step 1
- 15. Step 2
- 16. Step 3 Busy Days Non-Busy Days Use kiosk to indicate you have returned Proceed to counter for assistance
- 17. Step 4 Student did not return Student Returned Return to step 3 Yes No
- 18. #TargetXSummit Questions? Thank You Carlton Stroud cstroud@ucmerced.edu Lisa Perry lperry@ucmerced.edu