September 19, 2017 Hub ballroom Student Experience Redesign (SER) Advisory Board Meeting Team Members Working Group: 24/7 Student Support Matt Boyce Birgit Debeerst Teresa Gibbons Tatiana Link Sara Montiel Lisa Nolder Lori Scher Joy Taylor September 19, 2017 Hub ballroom

Our Big Idea: Mason Student Services Center Ensure that the student has 1 entry point but that any one GMU office has a quick, simple, and reliable way to connect to each other. The Network Student Accounts University Life Provide front line support for students in a number of key functions Transactional in nature Admissions ITS Registrar Financial Aid *The network members listed are examples and are not meant to be inclusive of all possible network members

CRM Implications: Student Portal 2018-2019 housing application opens on April 3rd. You have 2 overdue library items. You have 4 Parking Services tickets. Click here to pay. You are eligible to enroll in classes for Fall 2018. Click here to register. Welcome Joy Taylor… As a criminology major, we wanted you to know that the Office of Career Services is offering informational interviews with members of the FBI. To RSVP check the box below: You might be interested… Tues., September 19, 2017 Sign Off I will attend. I cannot attend but would like more information. Upcoming Events… My Stuff… My Support Team Email LMS First Year Success Coach SBA Faculty Advisor Athletics Mason Money Click on the name to launch and email.

Quick Win: Best Practices for Implementing Chat Tool Inter-Departmental communication tool Developing an Office Schedule Communicating Operational Hours Strategies for Minimizing Response Times Pre-Scripted Messages Collecting Information Communicating Clear Expectations Setting Response Times Types of Transactions Workflows Handing Off Follow Up Assessing Success FERPA & Security Compliance