Rio Salado College is an online community college established in 1978 that serves over 61,000 students annually, with 28,000 students taking classes fully online. The average online student is a 26 year old female working adult returning to school for more flexibility. Rio aims to provide a sense of connection and community for online students through convenient and flexible student services, online student lounges, and electronic advising systems. The college is implementing a Customer Relationship Management system to integrate data and improve communication, advising, and support for their online student population.

1. Rio Salado College Kishia Brock [email_address] May 8, 2008

2. Rio Salado College, Established in 1978 Total annual headcount- 61,000 Online learners - 28,000 450 unique course Classes start every Monday 12 associate degrees Post Baccalaureate degree

3. Rio’s Online Student: The Digital Native Female Average Age 26 Working Time Strapped Savvy Online Consumer Returning student

4. Rio Student Services Model Convenience Flexibility Sense of connection with the institution Sense of connection with other learners in the institution Online learning success tips Help with technology Beede, M., & Burnett, D. (1999) Planning for Student Services: Best Practices for the 21st Century. Ann Arbor: Society for College and University Planning. Online Learning

5. Relationship Management How we do it! Systems approach One source of data, electronic Student can pull data “ Push” technology Technology – enable not as solution Electronic advising system, Chat, online student union (orientation, social networking)

6. Technology and Services Self-service (admissions/enrollment) Online chat 24/7 library, helpdesk, Online Advisement System CRM Prospect - alumni Online student lounge Online orientation, social network, clubs

7. Customer Relationship Management -Initial Design Phase 0 Create MS CRM environment HW Design security model and roles Deliver technical training to administrators and IT staff Develop back-up and recovery plan Phase I Design and develop user interfaces Develop workflows Data Integration w/Matrix, ESF, Helpdesk, RioLearn Early Warning Detection – At-Risk Factors Report Design and Development Develop end user training plans

8. Customer Relationship Management – continued Phase II Create a flexible materials request page Design and Develop CRM User Interfaces Develop workflows Phase III LSQ Integration Automated Risk assessments / Workflows Phase IV Corporate sales team integration with CRM Goldmine Data Migration

9. Customer Relation Management Tool (CRM)

10. Information Requests

11. Customer Relation Management Tool (CRM)

12. RioGram – “push” communication