CRM Recruit Implementation Lessons Learned v4.2.1 Ben Johnston Admissions Operations Seth Erwin

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Poll Time: Recruiter Live – Institutions CRM Recruit Implementations in progress Looking to explore acquire CRM Recruit

Presentation Agenda IUP Overview Implementation Lessons Learned Get to know us. Implementation Lessons Learned What worked for IUP, what did not. Banner Integration Cross-walked fields Order will need Updated

IUP Overview Undergraduate Graduate Culinary 150+ Majors 12,000+ Total Students Graduate Approximately 60 Programs 2,000+ Total Students Culinary 3 tracks 300+ Total Students

Implementation Planning Original Plan (December 2015): “Jump Start” implementation 7 month full implementation Phase 1 June 2016 All 3 constituencies Phase 2 December 2016 2 phases Phase 1  Inquiry, application, event registration, and supplemental item submission for: undergrad, grad, Honors College, International Education, Culinary, and all campus sites  Prospective student portal, replacing the Hobsons Graduate and Undergraduate instances and VIP pages  Paperless admissions processing for undergraduate, graduate, and Culinary admissions  Communication plan management, including mail and e-mail marketing campaigns; postal address verification with StrikeIron  Tracking inbound communication from prospects  Business process modification for admissions processing and decisions to align with industry best practices and the capabilities of Recruiter  Workflow between processors, counselors, and academic programs (graduate coordinators) for decision/review  Search tape prospects, test score loads with interfaces for those supported with the product (e.g., including, but not limited, to: SAT, ACT, GMAT, and GRE) Custom interfaces are TBD.  Reports and analytics on admission funnel, including by recruiter, region, and campaign  Event management Note: The current system works well but it’s based off Banner data, so will need to be rebuilt  Event registration for attendees of special events Note: Programs such as Upward Bound Math and Science, summer camp attendees receive Banner IDs Phase 2  Telecounseling: telephone campaigns between admissions, financial aid, and possibly academic resources  Dual enrollment (undergraduate) application. Note: the current process is paper-based  Graduate one-course only application  TOEFL Search tape loads  Two custom date fields on person entity: Culinary last visit date and UG/GR last visit date  Transfer student processing

Implementation Planning Revised Plan (May 2016): Revised “Jump Start” Break each constituency into its own phase Graduate – Live on 6/20/2016 Culinary – Live on 8/24/2016 Undergraduate – Projected Go live 4/3/2017

Team Make Up Implementation Team Make up Eric Barker – Web Team – Project Manager Lance Williams – IT Services Project Manager Paula Stossel - Admissions Operations & Graduate Enrollment Management Heather Andring – Admissions Operations Simon Stuchlik – Graduate Marketing Seth Erwin – Admissions Operations Enid Resenic – Culinary Debbie Brosch – IT Services Tiffany Fordyce – Enrollment Management Ben Johnston – Admissions Operations Other IT / Web Team / Admissions staff as needed

Graduate Processing Applicants apply online Upload Supplemental Items Unofficial Transcripts Letters of Recommendation Department Specific Items Applications processed / updated Marked as “Ready for Graduate Review” Application Sent to Graduate Coordinator Dashboard

Graduate Processing Graduate Coordinators review (fake decision) Decision Reviewed by Grad Processing and applied to record Pushed to Banner

End User Trainings Graduate Coordinators Application Processing 4 Open lab sessions ‘House Calls’ User Manual Application Processing Formal Lab Sessions Ad-Hoc adjustments Culinary 3 Onsite Trainings Go Live Support Ad-Hoc retraining

Recruiter Support Statistics Graduate Coordinators 54 Coordinators trained ## Retrained Coordinators ## Trouble Tickets Mainly locked accounts/ Password Resets Application Processors 11 processors trained Most issues are ‘Wish List’ items Culinary 7 Staff trained Mainly duplicate records needing merged

Dashboards Departmental or Position Specific dashboards Recruitment Application Processing Error Tracking Letter Generation

Dashboard Example Edit Image to remove data

Dashboard Example Edit Image to remove data

Dashboard Example

Duplicate Detection Set and Test your rules 5 active rules per Entity Schedule Jobs to run Set up to run Monday/ Wednesday/ Friday automatically Check rules after exporting/importing solutions Never Auto Merge!!!! You will lose data!

Duplicate Detection Roles Person Entity People with same name and address People with same name and email Person to Suspect People with same SSN People with First, Last, No Address

Lessons Learned General Project Management Enrollment Management Expectations Testing Developing / Migrating to Production Project Management Scope Phases Constituencies Team Members Communication Consulting Enrollment Management Reporting year to year

Lessons Learned cont. Admissions Technology Support Processing IT Position Duplicate Detection Processing Fit business process to technology Training IT Many hands on deck Resources Consultant eCommunities Other universities Ellucian Live Ellucian Learn

Open to the Floor Questions Comments

Contact Info Seth Erwin serwin@iup.edu Ben Johnston ben.j@iup.edu

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