1. CRM as a Tool to Centralize and Standardize Campus Communication
A community of learners improving our world

2. Who Are We?
Paul Stern Associate Director of Enrollment Management Warrior Hub
Tania Schmidt Senior Associate Registrar Warrior Hub

3. History of Integration
Research began in 2004
Implementation in May 2008
Evacuation in January 2009
Moved in again in May 2009
New VP of Enrollment and Student Life 2016
New interim leadership structure implemented in 2016

4. The Warrior Hub… Financial Aid Registrar Central Scanning
Financial Aid
Registrar
Central Scanning
Cashier/Student Accounts
Integrated Communications

5. Ongoing Integration Goals
Stop baffling the students/customers!!!
Promote functional aspect of physical environments, cyber-environments, communications, and other ancillary services
Integration based upon function rather than department
Develop “Generalist” staffing to address student/customer academic service needs holistically
Formation of a customer service-based department
Increase value of service for students, families, and faculty
Provide your team access to integrated data
Ongoing analysis and ongoing training
Problems/solutions cross departmental boundary

6. Communication to help Integrate.
What questions should you ask!?
Are you educating and empowering those you are charged to serve?
Are you providing valuable information?
Are the modalities of communication working to reach your audiences?
Is communication removing barriers for those you serve?
Are you merging information from many areas in to one clear message?

7. Integrating Communication (using CRM) to meet some of those goals.
Standard look and feel
Timing
Content
Interpreting Audience
Modalities
Integrated Communications

8. Intentional Communication
Strategies-Timing
Business Process Calendar
Unit
Individual
Communication Calendar
Departmental
Consolidated messages
Inter-relational

9. Scaffolding Communication
Communication Scaffolding Principles
Education
Preparation
Action
Follow Up

10. Education Providing background process information Language education
Education
Providing background process information
Language education
What is the context

11. Preparation Preparation Giving access to processes
Preparation
Giving access to processes
Walking through what needs to get done
Showing the map
Selecting groups to give specific information for individual situations or outstanding processes

12. Action Action Timely information in the thick of it all Checkpoints
Action
Timely information in the thick of it all
Checkpoints
Selecting groups to give specific information for individually appropriate actions

13. Follow-up Follow Up Timely information for student reaction
Follow-up
Timely information for student reaction
Checkpoints
Reaching out to those who will be impacted by inaction or through missing a piece of the action from earlier

14. Communication Modalities
Communication Modalities
In person contacts
Presentations
One-on-one appointments
Resource Areas
Ask WSU
Websites
BPMS System
VIP
CRM
campaigns

15. Communication Modalities
Communication Modalities
Phone Follow up
Mailing
Partnerships with Housing/Residence life
Face-to-face meetings

16. Sample Financial Aid Case Study…”CRM in Action”
VIP page information
Individualized information
Information loaded on Ask WSU-”Top 10”
Varies by student group
Family Presentations
Where to find information
How we communicate
Individual interactions with counselors
Resource Area Presence

17. Financial Aid Case Study…
Follow up campaign ( blast)
Going over what information was presented at orientation
Reminder of next steps with awards (about a week to two weeks after)
Specific group follow up messages
People missing information
People who missed a step of loan process
No FAFSA

18. Financial Aid Case Study…timeline
Combined messages welcoming students back to school-sharing FA disbursement dates…etc.
Inter-departmental access to communication history
Tracking of effectiveness of communication
Campaign level
Individual level
Follow up on communications
Personal s
Phone calls
Harry Potter owls

19. Other Case Study Examples
Graduation/Commencement
Student Academic Progress
Registration Re-Enrollment
Financial Aid Disbursement
Trio/Student Support Services
Laptop Distribution/Return

20. Financial Aid Case Study…

23. Communication Stats

24. Ask WSU

25. VIP Page Project

26. Contact Record

27. More VIP

28. More VIP

29. Frequency of Communication
Frequency
In person contacts
Presentations
One-on-one appointments
Resource Areas
Ask WSU
Websites
VIP
CRM
campaigns

30. Communication Stats

31. Open Rates
Effective?
Open rates to our prospects and applicants through Admissions CRM are typically between 60% and 80%.
Open rates for messages generated for the Warrior Hub were 69.6% compared to 60.7% for ITS.

32. Questions, fears, hopes… anxieties…
Closing Thoughts
Questions, fears, hopes…
anxieties…