1. Utilizing an Admission’s CRM for the Life Cycle of a Transfer Student
Richard Beatty
Admissions Operations Manager
Farmingdale State College – State University of New York

3. What Type of CRM are you Using?
Static
Only shows the most up-to-date information
No “History” of the file
Need to be creative in handling data
Dynamic
Shows all information
Has history
An extension of your ERP (Enterprise Resource Planning)
Current student CRM such as Ellucian Advise

4. Communicating to Transfer Students
Transfer students are not as easy to label as freshman because they range in age and experience
Younger Transfer Students, year olds
Need for Stability
Largest majors by conferred Bachelor Degrees in were Business, Health Professions, Social Sciences, Psychology, and Bio/Medical
Need for Safety
Strength in numbers
Involved family units
Need for constant and consistent communication
Desire for direct personal interaction
Older Transfer Students
Convenience
Employability

5. Inquiries To Mail or not Mail, that is the question? Email
Are you mailing information that can easily be found on the website?
Is this information new or something not found on an admissions table?
What is your return on investment?
Program specific with link to application
Invite to events such as Open House, tour, or specific transfer event
Tracking your results
Utilize admissions CRM to track how many of your mailing and ed students apply
What is the golden number?
Storing Inquiry Data
Matching Inquiry Data to applicant data

6. Great! They applied, now what?
Importing all relative data into CRM from ERP
Auto-Import is a function on most if not all CRMs
Work flows for processors
Set up an automatic alert with a list of names and IDs to be processed
Or have the office login and view their work flow
Work flow for document processing
Does your CRM have imagining?
A “Thank you for your Application” with ID number and how to check status
Reminder to them that all communication is done by

7. Missing Documents Checklist dependent
Mandatory versus not Mandatory items
Best ways to import checklist items
Communication Plan for Missing Documents
Students are less likely to check an online portal
Two major ways to handle Missing Document Communications through an CRM
Whenever a student gets something in, a confirmation is sent with a reminder of what is still missing
Regular Bi-weekly or Monthly communications with all Missing Documents
Communications need to be regular and consistent

8. Counselor Decisioning
Creating work-flows based on criteria for application review
Automated request for more information
Watching for any application that goes from Ready to be Reviewed back to Incomplete
Decisioning in CRM or ERP
Using the CRM for individual
Information is tracked
Can see if a student opened or read the

9. Congratulations, You’re Accepted! Next Steps
Acceptance Letters Printed through CRM
Not all CRMs have this function
Decision Aligns with letter type. Double check against counselor error
Transfer Credit Evaluations
Can this be completely automated?
Relying on credit evaluation in ERP or a manually inputted code
Importing credit evaluations
Yield Communications
Deposited Students
Can receive 50+ different communications from multiple departments, everyone thinking theirs is the most important
Centralize and if possible create Accepted Student portal

10. Current Students Registering for classes in following semesters
New Identifiers especially if the system is static
Use of registration term or current semester
Detail specific and follow-ups via text
Academic Probation
Career Services
Major specific career events
Not part of general news letter
Study Abroad
Major specific study abroad opportunities
Financial Aid
Graduating
Alumni Services
Cancelations and changing semesters

11. Best Practices (Not making the news)
Double if not triple identifiers when sending accepted letters and s
Accept code should match letter type
Adding a “DO NOT SEND TO” line in all filters or list generators
Add a delay before sending or text communications
Handling multiple applications from a single student
How to handle Opt-Outs
Check your data!

12. References
Junco, R. & Mastrodicasa, J. (2007). Connecting to the Net.Generation: What higher education professionals need to know about today’s students. Washington, DC: NASPA
ROCG (2010). Who’s your Daddy? Marketing to Different Generations. Retrieved from:
Page, R. & Williams, K. (2010). “Marketing to the Generations.” Journal of Behavioral Studies in Business. Retrieved online from:
Howe, N. & Strauss, W. (1991). Generations: The History of America's Future, 1584 to New York: William Morrow & Company.
Howe, N & Strauss, W. (2007). “The Next 20 Years: How Customer and Workforce Attitudes Will Evolve.” Harvard Business Review. (July-August 2007). Retrieved from %2020%20Years%20- %20How%20Customer%20and%20Workforce%20Attitudes%20Will%20Evolve.pdf?api=v2