Achieving Excellence in Customer Service Oracle Open World October 1 st 2014 Presented by: John Green (IDP) Raleigh Burgess (BlueLeap) Session: CON8925

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IDP –History * 45 Year history Started in Aid and Development Led International Education through full fee paying Student recruitment in 1987 Established IELTS with British Council and Cambridge University 1989 Australian based business, global footprint The student is at the center of what we do Our client Universities are our partners in accessing, supporting and servicing the needs of International students IDP’s CRM journey started as part of the Multi-Destination strategic focus USA United Kingdom Canada New Zealand OSCAR is now the backbone of our operational capability …..

IDP –History ORACLE/BLUELEAP Help * BlueLeap opened up new markets. BlueLeap provides the first fully integrated Cloud Solution for Voice, Text & Video to Oracle Cloud Customers

The BlueLeap Connector

A Truly Global Business *

IDP’s Solution *

OSCAR Facts * Used by: All counsellors All office managers All client relations teams All management and leadership OSCAR Logo and Character

Integrated lead capture from website enquiries through to all forms of marketing OSCAR Lead & Student qualification Matching to identify best course options Contact management, eg: SMS / functionality within OSCAR Integrated student registration Integrated event promotion Student reminders Fast application submission, reuse existing data ‘’Easy ‘tracking’ of application through stages All s (Client and Student) associated to application Task reminder functionality Tracking of visa activities through stages On shore arrival student events On shore student services Underpinned by: Knowledge Management Student Portal Client Portal Integrated management reports *

Student Contact Record * NB: All screen shots are for illustrative purposes only and do not reflect real students or application information Student management – everything in one place: 1.lead qualification, 2.all s from/to the student 3. s from the client about the student, 4.matching sessions, 5.student applications, 6.student documents, events attended,

IDP –History ORACLE/BLUELEAP Help * How is OSCAR supported with Student/Customer service?  ORACLE system functionality supporting IDP Counselor activities  BlueLeap support of IDP Counselor activity/duties in reaching out to prospects using OSCAR  Appointments  Reminders  Documents- (matching slide next)

The Matching Process University and Program Information loaded into OSCAR Counsellor selects matching criteria This is known as the “Short List” Counsellor and Student start matching session Counsellor and Student discuss displayed options and make selections Counsellor prints off and s “Take Home Report’ for Student to discuss with parents *

Knowledge Base The IDP Knowledge Base is a central database of information containing –Institution profiles, campus and location information, –Program, course fee & entry criteria information, –Student testimonials –Client training/power point briefings, as well as video’s, photos The Knowledge Base contains over 128,000 answer pages –99% are automated (Data provider feeds us the answers) –About 3000 manual answers –Data is sourced from publically available information on web sites Knowledge At The Point of Action, or KAPA means Counsellors can get relevant information when they need it –Access via student workspace –Access via applications workspace –‘Push’ of KB links in matching *

Knowledge Base – Search and Find * The IDP Knowledge Base enables the Counsellor to access relevant information on: a course an Institution a destination a location the cost of living the application process the visa process etc. Anything that they need to be able to advise a student on applying for a course in another country.

The OSCAR Events Process * Create and send out the invitation A reminder is sent automatically Students attend the event Event Applications & Applicants - Overall Event Applications & Applicants – by Sector Event Applications & Applicants – by Institution Event Applications & Applicants – by Stage

The Application Management Screen * Both Visa and Student applications are managed. 1.Each application is owned by a specific IDP counsellor. 2.The counsellor can manage each course application from start to finish across multiple Universities. 3. Tracking of Visa applications from start to finish

Key OSCAR Functionality In Depth * Underpinned by: Knowledge Management Student Portal Client Portal Client Management Integrated management reports OSCAR Connect

OSCAR Process Benefits * Through visibility of the sales pipeline OSCAR allows greater opportunity for improved customer service Via the matching tool & knowledgebase OSCAR offers easier access to a wider range of academic options Greater access to relevant information in one place, ‘if its not in OSCAR it never happened!’ Efficient processing of applications, traceable from cradle to grave

* Benefit = One IDP

Global Challenge – BlueLeap Partnership A poll of counselors showed a need for more channels * New Markets Global Platform SMS Unicode Insights

BlueLeap SMS * Gaps: No Local Language No Campaigning Inconsistent usage Fit: Local Language Campaigning Service Cloud Framework

BlueLeap SMS – Phase I * Replaced Aggregator OSCAR Integration Benefits: Savings Visibility Control Capability Unicode Enablement Deploy

BlueLeap SMS – Phase II * Campaign Enablement Supplant Campaign Aggregators Metrics Tracking Deploy Benefits: Service Cloud Campaigning Geographic blackout Improved Conversions Improved Security Tighter Controls Stronger Compliance

BlueLeap SMS * Sending SMS from Student Contact Record

BlueLeap SMS * Sending SMS from Student Contact Record Status as soon as message is sent

BlueLeap SMS * Sending SMS from Student Contact Record SMS History Displaying All Messages

BlueLeap SMS * Sending SMS from Student Contact Record Message Received on Handset Automatic Opt In/Out Message Automatic Opt In/Out update Unicode Characters for local language

* Benefit = One IDP w/more reach

Questions and Discussion *