1. Collaborating Customer Service
Claire Humphrey
Jennifer Schwartz
Alice Shelton
The Art of Collaboration - IACRAO Conference October 2016

2. Our Philosophy
An opportunity for good (no, great) service to our students!
The MU student should be able to begin each semester with a clear focus on academic success in the classroom
All MU personnel associated with Knight Quest are committed to doing everything possible to ensure that students handle business matters with the University before entering a classroom
The Art of Collaboration - IACRAO Conference October 2016

3. The collaborative program
Knight Quest at Marian University
What is it?
Who attends?
Why do we do it?
When do we host it?
Where do we have it?
The Art of Collaboration - IACRAO Conference October 2016

4. The Collaborating offices
Business Office
Financial Aid Office
Housing Office
Registrar’s Office
Undergraduate Admission
The Art of Collaboration - IACRAO Conference October 2016

5. Our Best Practices People & Partnerships Communication and Branding
Multi-disciplinary team membership and ownership
Identify team strengths and “lean” in
Honest and integrity in communication
Reliance on strategic campus partnerships
Communication and Branding
Intentional use of clear professional communication
Name and Brand clearance process/event
Differentiate this event from other campus experiences
Develop communication pieces for multiple audiences
The Art of Collaboration - IACRAO Conference October 2016

6. Web presence and a branded program
The Art of Collaboration - IACRAO Conference October 2016

7. Our Best Practices continued
Systems and Processes
Focus on progress, not perfection
Maximize enrollment, minimize bad news
Identify a central decision maker
Blessings of a well place exception, or two
Spaces and Places
Intentional physical location
Online versus “in line”
Strategic service placement
Confidentiality and safe-guarding of information
The Art of Collaboration - IACRAO Conference October 2016

8. The Art of Collaboration - IACRAO Conference October 2016

9. Our Best Practices continued
Data and Technology
Data driven process
Leverage technology
Assess, evaluate, shift and change
Team-owned and clearly defined metrics
The Art of Collaboration - IACRAO Conference October 2016

10. Demo of our technology using Salesforce
The Art of Collaboration - IACRAO Conference October 2016

11. QUESTIONS???
The Art of Collaboration - IACRAO Conference October 2016