CampusCRM High Level OverviewValerie Pena, Implementation Team Member & Project Manager – PAGR

Chris Foley, Director Undergraduate Admissions – IUPUI

Sara Chambers, Director Enterprise Software - UITS

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About CampusCRM

CampusCRM helps institutions

manage marketing, recruiting, and admissions activities

and measure effectiveness, productivity, and retention

in a strategic, closed-loop manner

with proven technology and expertise in

student lifecycle management.

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Multi-channel CRM Solution

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CampusCRM Modules

• Email Service• Recruiting• Campaign/Marketing

Management• Knowledge Base• Portal• Analytics• CTI (Phone Integration)

• Chat– Proactive– Re-Active

• Application Management• Event Management• Co-Browse

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Growth Focused Institutions

• Multiple brands and campuses

• Multiple delivery types: online, on-ground, blended

• Multiple degree levels: degree, certificate, continuing

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• Multiple student segments and recruiting channels:

Prospect vendors, affiliates, alumni remarketing

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Student Recruiting Lifecycle

Activate Student

Campaign

Activate Student

Campaign

AdmissionsAdmissions AcademicsAcademics

Marketing and Recruiting

Retain Student

Campaign

Retain Student

Campaign

AlumniAlumni

StudentsStudents

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Manage and Measure

• “Students”, “Contacts” – Leads, Students, Alumni

• Interactions- All conversations

• Campaigns-Marketing and informational events

• Chat

• Event Management

• Conversions and completions

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Institutional Challenges

• Speed “Call web inquiries within minutes”• History “Track multiple lead sources per

student”• Visibility “See when new leads come in”• Process “Every campus does it differently”• Reporting “I run that report 10 times a day”• Recruiters “Know which schools to target first”

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Admissions: What Will CRM Do for Me?

• Help me know my students

• Manage processing of students from lead to

start

• Measure my conversion performance against

goals

• Measure my contribution to campus goals

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Management: What Will CRM Do for Me?

• Monitor and load balance lead flow• Manage term starts against goals• Measure and compare performance of

representatives and teams• Work with Marketing to optimize assignments

and performance

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Marketing: What Will CRM Do for Me?

• Analyze campaign performance against goals• Optimize marketing and recruiting based on

performance• Rank best lead sources by program, source,

segment• Measure cost, revenue, and outcomes

by program, source, segment

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Account Manager: What Will CRM Do for Me?

• Manage my accounts and affiliates• Identify my best lead generation sources and

activities• Measure my account performance against goals• Build the reputation of my institution based on

results

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Application Admin: What Will CRM Do for Me?

• Enable business owners to set business rules• Standardize data entities and allow business rules

to vary by business unit (campus or brand)• Unify and standardized data used across the

institution• Analyze operational data in real-time vs. offline

reports• Create data entities and attributes unique to the

institution

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Implementation Structure• LC Exec Committee

– Policy approval -High level prioritization

• LC Implementation Task Force– Operational steering– Propose policies and priorities

• Project/System Mangers– Develop implementation strategies– Points of contact with CMC– Security/other system settings

• Local Implementation Teams – Local system experts– Detailed operation within school or department– Recommend system changes

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LCITF Members• Barry Walsh, OVIP, Chair• Jim Perin, IU Foundation• Jim Kennedy, Student Enrollment Services• Beth Cate, Office of University Council• Valerie Pena, PAGR• Becky Porter, IUPUI Student Enrollment Services• Sonya Stephens, Vice Provost for Undergraduate Education IUB• Pete Yoder, Alumni Association• Frank Acito, Kelly School, IUB school representation• Stephen Hundley, IUPUI school representative• Jack Tharp, Regional Representative• Victor Borden, Institutional Reporting

Questions, Answers & Discussions