Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale July 2, 2012

Contact Information Matt Taitt CRM Coordinator Undergraduate Admissions SIU Carbondale Southern Illinois University Carbondale

SIU Carbondale Carbondale, IL Enrollment: 19,817 Degrees: –2 Associates –103 Bachelors –75 Masters –34 Doctorate/Medicine/Law Southern Illinois University Carbondale

Campus Technology SIS: Banner CRM: Hobsons Connect Southern Illinois University Carbondale

Agenda Overview of the Campus Visit Program Implementation design Automating workflow Outcomes & lessons What comes next Southern Illinois University Carbondale

Campus Visit Program Individualized campus visit experience Staff arranges students’ itineraries: –One-on-one admission counseling –Campus tour –Housing tour –Meetings with up to 3 departments Southern Illinois University Carbondale

Campus Visit Program Average nearly 4,000 visits per year For 2012 –Averaging 76 students per week –Averaging 29 students each Friday Southern Illinois University Carbondale

Campus Visit Program Visits required many documents. –Visit Form for each student –Daily schedule –Housing tour schedule – communication with the student – communication with the departments Southern Illinois University Carbondale

Campus Visit Program Why implement Connect into the CVP? –CVP was a labor intensive program –Inefficient communication Students Other campus departments –Limited reporting ability Southern Illinois University Carbondale

Campus Visit Program Implementation Goals: –Automate workflow –Automate communication –Provide outcome based reports Southern Illinois University Carbondale

Implementation Design SWOT analysis Deliverables Data needs assessment Southern Illinois University Carbondale

Implementation Design Strengths Weaknesses Opportunities Threats Southern Illinois University Carbondale

Implementation Design Deliverables –Visit Form –Daily Schedule –Housing tour schedule –Confirmation –Itinerary –Department request s –Thank you to students with survey –Survey follow-up Southern Illinois University Carbondale

Implementation Design Data needs assessment –67 possible data points 21 biographical points 46 visit points –16 data points collected from student –30 data points assigned by CVP staff »Times, staff, staff contact info, locations, notes »Student Visit Status Southern Illinois University Carbondale

Implementation Design Data needs assessment –Student Visit Status Walk-In Pending Confirmed Scheduled Attended Scheduled No Show Scheduled Canceled Date Unavailable Walk-In Second Visit Pending Second Visit Confirmed Second Visit Scheduled Attended Second Visit Southern Illinois University Carbondale

Automating Workflow Minimize data entry Automate communication Automate export lists Automate task assignment Southern Illinois University Carbondale

Automating Workflow Minimize data entry Southern Illinois University Carbondale

Automating Communication Driven by Student Visit Status Multiple queue times –12:30 –17:00 Reduce time between request and communication Southern Illinois University Carbondale

Automating – confirming receipt of request within 4 hours of request. – to all requested departments within 4 hours of request. – with itinerary up to 2 weeks in advance. –Thank you sent at close of business –Follow-up with survey sent after 5 days Student Parent Southern Illinois University Carbondale

Automating Contingency plan –26 s Reschedule Cancellation Date unavailable No Show Multiple visits Etc. Southern Illinois University Carbondale

Automating Letters Why letters? –Visit form –Thank you note from Admissions Counselor Southern Illinois University Carbondale

Automating Exports Exports and lists drive the workflow –Student enters workflow via Student Visit Status. Pending Error report Schedules Southern Illinois University Carbondale

Automating Exports Pending –Waiting for departmental confirmation 2 Pending export files –All –Visit date within 2 weeks Error reports – bounces & opt-outs Southern Illinois University Carbondale

Automating Exports Schedules –Daily Schedule 1 export for today 4 exports for the next 4 business days 1 export for all visits in the next 90 days –Housing Tour Schedule 1 export for today 4 exports for the next 4 business days Southern Illinois University Carbondale

Task Assignment Admissions Counselors Tour Guides Southern Illinois University Carbondale

Task Assignment Reports in Connect Southern Illinois University Carbondale

Outcomes Reduced number of “No Shows” Reduced number of student work hours Increased survey responses Outcome based reports –Visited and applied, admitted, enrolled? –Outcome by counselor, tour guide, department, etc. Southern Illinois University Carbondale

Lessons & Takeaways Design fields/variables/attributes to fit your data. What data point drives your workflow? Contingency plan? Southern Illinois University Carbondale

What comes next Implementation: Phase II –New web request form –Replace data entry with automatic imports –Other contingency needs Southern Illinois University Carbondale

Questions Southern Illinois University Carbondale

Thank you for your attendance Matt Taitt CRM Coordinator Southern Illinois University Carbondale