Slide 1

Oracle CRM On Demand-CRM for the Entire Constituent Life Cycle

September 7, 2011

Patrick Sells | Apex IT Higher Education Practice

Slide 2

Program Agenda

Introduction

Apex IT

CRM in Higher Education

Recruiting and Matriculation

Student Service and Student Affairs

Integration, Expansion and Implementation Best Practices

Program Objective

Introduce 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

Slide 3

An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family, including:− CRM On Demand− PeopleSoft Enterprise − Siebel− Oracle E-Business Suite

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− Management Consulting− Web Services Development− Upgrade Lab− Managed Services− Hosting

Who is Apex IT?

“Apex IT is a gem that is consistently under budget and on time.”

- Paul Greenberg, CRM at the Speed of Light

Slide 4

Apex IT Customers

Slide 5

Project Scope Mapped to PeopleSoft CRM Modules

“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. .”

Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management,

December 2009

Slide 6

Oracle Higher Education Solution Map

Slide 7

Defining CRMConstituent Relationship Management

Inquiry

Student

Applicant

1 &

2 y

ear

Stu

dent

Pro

spec

t

Alum

ni

360o

Recruiting

Student Success

Advancem

ent

Aw

aren

ess

Gener

ate

Inte

rest

At R

isk

Inquiry to Application

Application

Start to Submit

Accept to E

nroll

Comm

unica

tion

Student Help Desk

Inform

Contribute

Admissions

Student

Life

Slide 8

Defining CRMConstituent Relationship Management

Focused on Prospects and Inquiries

Generate awareness and define your brand via marketing

Track campaigns and effectiveness

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

Guide Inquiries to Application

Multi-Channel Communication Plan

RECRUITING

BENEFITS Increase Inquiries

More Applicants

Lasting first impression

Automation allows more with less

Inquiry

Student

Applicant

1 &

2 y

ear

Stu

dent

Pro

spec

t

Alum

ni

360o

Recruiting

Student Success

Advancem

ent

Aw

aren

ess

Gener

ate

Inte

rest

At R

isk

Inquiry to Application

Application

Start to Submit

Accept to E

nroll

Comm

unica

tion

Student Help Desk

Inform

Contribute

Admissions

Student

Life

Slide 9

Defining CRMConstituent Relationship Management

Tailor and personalize the application to enrollment experience

Track all inbound and outbound interactions

Focus Admissions Counselors on high target prospects

Follow a high-touch plan

Qualify In, Counsel Out

Educate early on services

Manage Events

ADMISSIONS

BENEFITS Increase Yield

Develop relationship with student through student in seat

Higher scoring student population

Increase retention from early interactions

Inquiry

Student

Applicant

1 &

2 y

ear

Stu

dent

Pro

spec

t

Alum

ni

360o

Recruiting

Student Success

Advancem

ent

Aw

aren

ess

Gener

ate

Inte

rest

At R

isk

Inquiry to Application

Application

Start to Submit

Accept to E

nroll

Comm

unica

tion

Student Help Desk

Inform

Contribute

Admissions

Student

Life

Slide 10

Defining CRMConstituent Relationship Management

Communicate institutional events, news, services

Educate about services

Manage campus or virtual events

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

Based on results, automatically create a case for an advisement session

RETENTION

BENEFITS Improve the student

experience/satisfaction

Increase awareness & participation in services and events

Better understand At-Risk triggers

Improve proactive measures /counseling

Inquiry

Student

Applicant

1 &

2 y

ear

Stu

dent

Pro

spec

t

Alum

ni

360o

Recruiting

Student Success

Advancem

ent

Aw

aren

ess

Gener

ate

Inte

rest

At R

isk

Inquiry to Application

Application

Start to Submit

Accept to E

nroll

Comm

unica

tion

Student Help Desk

Inform

Contribute

Admissions

Student

Life

Slide 11

Defining CRMConstituent Relationship Management

Provide a Single Virtual Help Desk for Students, Alumni, Faculty, and Staff

Allow for multiple channels Including phone/CTI, email, chat, walk-in, self-service

STUDENT SERVICE / HELP DESK

BENEFITS Easier for the student to

interact with institution Lower cost of servicing student Allow departments to focus on strategy Prevent answer shopping Provide faster, more consistent service… leading

to satisfaction

Create comprehensive knowledge base to lower cost to serve

Track all interactions

Leverage for Student Life Career Svcs, Minority Svcs, Accessibility Ctr, Academic Support…

Inquiry

Student

Applicant

1 &

2 y

ear

Stu

dent

Pro

spec

t

Alum

ni

360o

Recruiting

Student Success

Advancem

ent

Aw

aren

ess

Gener

ate

Inte

rest

At R

isk

Inquiry to Application

Application

Start to Submit

Accept to E

nroll

Comm

unica

tion

Student Help Desk

Inform

Contribute

Admissions

Student

Life

Slide 12

Defining CRMConstituent Relationship Management

Inquiry

Student

Applicant

1 &

2 y

ear

Stu

dent

Pro

spec

t

Alum

ni

360o

Recruiting

Student Success

Advancem

ent

Aw

aren

ess

Gener

ate

Inte

rest

At R

isk

Inquiry to Application

Application

Start to Submit

Accept to E

nroll

Comm

unica

tion

Student Help Desk

Inform

Contribute

Admissions

Student

Life

Manage the alumni relationship by understanding past and current interests & needs

Target alumni with relevant outreach & fundraising

ALUMNI ADVANCEMENT

Survey so you can personalize and tailor future communication

Educate on services offered to alumni

Track campaigns and effectiveness

BENEFITS Easier for the alumni to

interact with institution Build a stronger relationship

and loyalty Provide faster, more consistent

service… leading to satisfaction

Slide 13

Project Scope Mapped to PeopleSoft CRM Modules

"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.”

Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management,

December 2009

Slide 14

Best Practices in CRMRecruiting

BEST PRACTICE TRANSFORMATIONAL

Prospect in CRM instead of SIS

Automated/Multiple intake channels [online inquiry forms, list imports from aggregators, test score loads, email inquiries] tracking multiple sources

Track all interactions

Multiple Communication Channels based on audience:

− Direct Mail− Phone− Email, Online Web Forms (surveys,

newsletters), Prospect Portal− Chat− SMS Text− In Person− Smartphone App

Pre-App Submit data in CRM for quick reminder to finish

5 minute response from online inquiries

Automate Multi-Channel communications that are connected and trigger off of each other (integrated)

Predictive Modeling scoring of Prospects/Inquiries that dynamically changes your Comm Plan…

That is automated… daily

Leverage Social Media, and is integrated

Mobile CRM for Recruiters/Counselors

Slide 15

It’s More than RecruitingCRM Can Also Be Leveraged For…

• Student Service: − Once a ticket/case is logged and need to install or fix something in a

classroom, dorm room, building…

− Facilities can leverage to track their dispatch needs

• IT or HR Help Desk: − Use for employee needs such as IT Help Desk or HR Help Desk

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

• B2B Relationships:− Track relationships and interactions with corporations (sponsors,

career services, donors, partnerships for adult education)

− PRM (Partner Relationship Management) allows them access to your system or reports that pertain to them… PRM Portal

Slide 16

Best Practices in CRMStudent Success: Service

BEST PRACTICE TRANSFORMATIONAL

Create a centralized shared service center for a “one-stop shop” experience

Multiple intake channels [phone, email, chat, walk-up]

Create a Knowledge Base allowing Service Reps greater chance of 1st Call Resolution

Leverage Case Mgmt in Student Life− Career Services− Women’s Services− Accessibility Center− Clinical Counseling− Academic Support− Pre-Professional Counseling

Leverage Case Mgmt for tracking advising sessions

Tracking all interactions and advising sessions, across the university, provides insight to at-risk students

Student Self-Service (complete with FAQs, searchable knowledge base that returns results based on who they are, schedule meetings with Advisors)

Develop a 360o View of the student across the lifecycle

Access to deep analytics/data to see trends, improve processes and services

Slide 17

Best Practices in CRMStudent Success: Retention

BEST PRACTICE TRANSFORMATIONAL

Leverage CRM capabilities to communicate services and events to students

CRM for Advising Students and Understanding their challenges

Survey students, identifying potentially At-Risk candidates…

Automatically trigger notification to Advisor

Integrate with SIS to get GPA, attendance, automatically flagging potential Academic Probation scenarios

Track the steps and plan to get student back into good academic standing

Retaining students is more challenging than ever:

− 65.7% 1st-year retention drops… lowest rate in 25 years 3 (ACT, Inc., 2009)− 59% attend more than one school before graduating with a BA, up from 49% two

decades ago 2 (NCES 2005)− 33% Reverse Transfers in 2007 of all two-year students previously attending a four-

year institution 1 (American Association of Community Colleges)

Slide 18

Oracle CRM On Demand

Comprehensive On Demand CRM Solution (SaaS)

Built in analytics / data warehouse

Rapid configuration and deployment

Integration to external applications / other Oracle apps

Industry leading Oracle technology

Deployment Options

Single vendor commitment

Slide 19

Increased Recruiting Yield Through Multi-Channel Marketing

Strategy to Address Solution Enablement KPI

• Increase Prospect to Inquiry conversion through quicker, high-touch, lower-cost response

• CRMOD: Test Score and Prospect Import into CRM OD

• ODM: Email to Prospect with link to online Inquiry Survey

• # of Prospects• % of Prospect to Inquiry

Conversion• Time to follow-up• Avg. duration of conversion

• Increased Inquiry to Applicant conversion through online nurturing

• ODM: Personalized content in emails and online microsites, driving Inquiry to apply

• CRMOD BI: Predictive scoring of Prospects and Inquiries on likeliness to matriculate

• ODM: Online Inquiry Forms created as Leads for immediate follow-up

• # of Inquiries• % of Inquiry to Applicant

Conversion• Time to follow-up• Avg. duration of conversion

• Increased Application to Enrollment yield through checklists and process

• CRMOD: Track interactions and tasks • ODM: Communication (email, letters,

etc) through enrollment, educating about student life

• # of Applicants• # of stealth applicants• % of Inquiry to Applicant

Conversion

Prospect Inquiry

• HTML Emails• Automated Comm Plans• Guide toward Inquiry

Stage• Lower cost communication

• Inquiry/Lead Mgmt• They showed interest• High-touch interaction• Guide toward Online App

Applicant

• Opportunity Management with Enrollment Stages (Accept, Admit, Enrolled)

• Checklists• High-touch counseling

Recruiting Funnel

Matriculate

• Testing• 1st Advisor Session• Enrolling in classes• Communicate about On-Campus

services and events

Slide 20

Increased Student Success Through Service/Help Desk

Strategy to Address Solution Enablement KPI

• Setup telephony system for call intake and routing

• COD: Contact On Demand provides telephony and email

• CRMOD integrated with CRMOD provides screen pops, especially if student ID is entered into IVR

• Call queue metrics

• Centralize into a Constituent/Student Service Desk making it easier for students to find answers

• CRMOD: provides Case Management, Workflow, Knowledge Base

• # of Cases in various statuses

• Avg. time to closure• % of fist call/first day

resolutions

• Interact with Students online

• On Demand Marketing for post-case satisfaction survey

• Portals

• Avg. Satisfaction Survey Score

• Tier 0 resolution rate

Contact On Demand CRM On Demand

• Telephony Intake & Routing

• Email Intake

• Case Management• Workflow• Knowledge Management

OD Marketing

• Surveys• Communication

Slide 21

Increased Student Success in Student Life Services

Strategy to Address Solution Enablement KPI

• Schedule appointments with Student within each dept.

− Career Services− Women’s Services− Accessibility Center− Clinical Counseling− Academic Support− Pre-Professional

• CRMOD: Schedule appointment between student and department faculty

• Sync with department advisors Outlook

• # of Appointments

• Track Interactions between student and advisor

• CRMOD: Track interactions using Service Requests

• CRMOD: Create To-Dos for follow-up work

• CRMOD: Build a 360 Degree View of the student

• # of Service Requests

• Create Activities groups for a checklist of follow-ups (such as for Academic Probation)

• CRMOD: Checklist of activities • Retention rate

CRM On Demand

• Case Management• Workflow• Task Management

Slide 22

Increased Retention Through Student Success Initiatives

Strategy to Address Solution Enablement KPI

• Communicate to students regarding services and events

• ODM: Send news, events, and info about services available to students

• ODM: Event registration• CRMOD: Event attendance tracking

• # of communications per student

• Event registration success

• Send invite for student survey, identifying At-Risk students

• ODM: Email leading to an online survey will help identify at-risk students

• ODM: Weighted survey results could notify advisor, creating a Service Request

• Retention rate• Avg. Survey score

CRM On Demand

• Case Management• Workflow• Task Management

OD Marketing

• Surveys• Communication

Slide 23

Higher Education Expertise

Strategic Vision-Best Practices

Complete Life Cycle deployment

Implementation Accelerators

SIS Integration

Oracle CRM On Demand With Apex IT

Slide 24

Oracle CRM On Demand With Apex IT

Student Success Accelerators:

Matriculation

Recruiting

Student Services

Slide 25

Contact Reports

Slide 26

Applicant Details

Real time tracking of Recruiting and Matriculation details

Slide 27

Integration and Expansion

Campus Solutions CRM On Demand

Designed to Integrate

Web Services, Mash-ups

Social Networking

Web Links

SIS Integration

Slide 28

Q & A

Slide 29

Additional Information

CRM On Demand Webinars:Recording CRM On Demand: CRM for the Entire Constituent Life Cycle

Sept 21, 20112:00 ET

CRM On Demand: Recruiting and Matriculation Mike Statmore – CIO, Post University

Oct 5, 2011 2:00 ET

CRM On Demand: Student Services for Higher Education, Integration and Expansion Marcus Stewart- Manager, Contact Center-Student Services, Georgia Perimeter CollegeEric Steege, CRM On Demand Consultant, Apex IT

Contact Information: Patrick Sells patrick.sells@apexit.com 678.575.2905

Session Information: Sessions are being recorded and we will send a link to that recording For copies of PPT, please contact Patrick Sells