Bill Hampton Associate Vice President Enrollment Management and Marketing John R. Watret, Ph.D. Executive Vice President and Chief Academic Officer Becky Vasquez Chief Technology Officer

Daytona/prescott Daytona Beach Prescott, Arizona

Over 150 Locations Technology Enhanced Learning

INSERT PICTURE OF STUDENT STUDYING FROM HOME (Trish is working on it)

Delivery Mode % Growth Blended Learning1,1401, Classroom42,74738, EagleVision Classroom 4,2195, EagleVision Home 3,0805, EagleVision/ Blended Learning 9171, Online37,60639, TOTAL89,70992,

Agenda ProblemVisionPartnershipResultsFuture

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Casual enrollment management culture Lack of meaningful relationships with prospects Reactive admissions process Inefficiencies and dissatisfaction with financial aid Weak ability to market new programs The Problems…

Strategic Commitment “ Utilize technology both in academic and administrative areas, to enhance the educational experience, improve processes, streamline efficiencies and provide superior customer support.”

Enrollment Management driven…

Partnership

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We began a transformation…

Systematic Transparent Accountable

Our solution…

24/7 Operations Center Prospect Management CRM Investment in technology and reshaping organizational design and culture

Marketing and Enrollment Management Organization

prospect management

targeted communications , phone, and mail

Prospect Stages/Segmentation Prospect- Warm Prospect- Cold Marketing House List Prospect- Warm Reengaged Prospect- Hot App Started COLD WARM HOT

Overwhelming Demand for Student Inquiries Student- centric Unpredictable Interrupt-Driven Student- centric Unpredictable Interrupt-Driven Process-Centric Predictable User-Driven Process-Centric Predictable User-Driven

100% Dedicated Staff

Embry-Riddle Worldwide Inverts the Circle—Long-Term Goals Executed 24/7 Multimodal “TIER 1” student support Example Result: Student Satisfaction Improves 24/7 Multimodal “TIER 1” student support Example Result: Student Satisfaction Improves Inverting the circle allows Worldwide to focus on core functions: Example Results: FA Performance / Student Satisfaction Inverting the circle allows Worldwide to focus on core functions: Example Results: FA Performance / Student Satisfaction

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Results

Applications Admissions Financial Aid

Application Growth.12% Increase over previous year 9.89% Increase over previous year 6.74% Increase over previous year

14,540 accepted in ,068 accepted in % Increase in Admissions

Financial Aid Disbursement Growth Academic YearFederal $ Disbursed 07/08$12,974,840 08/09$16,063,041 09/10$22,068,109 10/11$23,577,925 % change between 2007/2008 and 2010/201182%

Financial Aid - Students Served Academic YearStudent Count 07/ / / /117457

High Volume ( s and phone calls, both domestic and international) High Volume ( s and phone calls, both domestic and international) Volume Virtualized Majority of calls /inquiries handled by Presidium Volume Virtualized Majority of calls /inquiries handled by Presidium Low Productivity slow turn around on processing Low Productivity slow turn around on processing High Productivity Staff able to focus on core functions/ absorb additional processes High Productivity Staff able to focus on core functions/ absorb additional processes Long Hold Times To reach live people Long Hold Times To reach live people Offices Able to Be Proactive not Reactive Students able to schedule calls in advance Stakeholders Frustrated and Disengaged Staff and students alike looking for better service Stakeholders Frustrated and Disengaged Staff and students alike looking for better service Rebuilding Confidence With students, staff and administrators. Rebuilding Confidence With students, staff and administrators. 23% increase in total packages awarded in 6 months Disbursed >$3M dollars in one day – largest amount in school history High Customer Satisfaction Ratings 23% increase in total packages awarded in 6 months Disbursed >$3M dollars in one day – largest amount in school history High Customer Satisfaction Ratings ERAU-Worldwide Before & After

Support increased marketing efforts…

Social Media / Online Marketing

Landing PageImpressionsClicksProspects B.S. Transportation (first design) – Sept , B.S. Transportation (updated design) – Jan ,

Power of Increased Conversions Inquire Apply Accept Enroll Retain Graduate 18% 35+% 72% 80+% 65% 85+% RETENTION

What’s next?

Admissions communications New student conversion Retention

Marketing and Enrollment Management

John Watret, Ph.D. Bill Hampton Becky Vasquez