1. Customizing Communication Workflows for CRM Recruit – A Case Study
Kat Lehman
DeSales University

2. CPE Credits
To receive CPE credits for this session (if eligible), complete the CPE Attendance Form on the PABUG Annual Conference website
For additional questions please contact Lora Harper CPE - Coordinator

3. DeSales University
Small, Catholic liberal arts university, located in Center Valley, Pennsylvania.
Total Enrollment: 3,254 undergraduate, graduate and adult students.
1 to 13 faculty to student ratio with average class size of 18.
19 teams compete in NCAA Division III Middle Atlantic States Collegiate Athletic Conference and Easter Collegiate Athletic Conference.
Admissions staff covers undergraduate admissions only.
IT staff is split between desktop, applications, and web sections.

4. Agenda Importance of communication workflows
Case Study – Accelerated BSN program
Defining the scope
Story boarding the design
Building workflows
Using conditional branching to best effect
Ending workflows

5. The Importance of Communication Workflows
Communication workflows allow you to customize messaging based on specific criteria.
They can be very basic (best for when you are first starting out with Recruit) or they can be very complex.
If done correctly, they can free your staff from routine messages while still providing a personalized touch to your applicants.
If done incorrectly, they can have a negative effect on your recruiting efforts and create a frustrating experience for applicants and could damage the perception of your institution.

6. Case Study – Accelerated BSN Program
First year transition from paper application to online application.
Initial solution did not take into account how their staff worked.
Result – frustrated applicants, frustrated staff, frustrated administration, and frazzled IT staff.
Reset for 2018 recruiting period.
Walked through all application processes.
Walked through all communications to applicants.
Review of application and what was required and what was missing.
Currently, they are ahead of their numbers and look to have a record year.

7. Defining the Scope Do Don’t
Determine how the program actually processes applicants.
Communicate and repeat what the program is saying so you are sure you understand their meaning.
Create a workflow diagram and walk them through it.
Make assumptions based on other programs or academic levels.
Base processes and workflows on what you think is the most efficient from an IT perspective.
Try to change how they work, make the system work for them.

8. Using Visio for Wire Diagrams
Providing a wire diagram of all the workflows associated with a program gives staff a visual reference for how information is processed when someone inquires about a program, registers for an event, or applies.

9. Story boarding
Story boarding your process provides a realistic scenario of what an applicant experiences.
When story boarding, create more than one persona to cover the possible scenarios you might encounter.
Walk each persona through what you want to have happen in the process.
Document everything!
At choice points, make sure you have an end state or next step.

10. Building Workflows Go to Settings. Select Processes.
Select New Process.

11. Building Workflows - 2 Enter the Process Name.
Select the Entity you want to build the process for (contact, application, event, etc.)
Select the category (workflow).
Select OK.

12. Building Workflows - 3 Activate As = Process (or template).
Available to Run Options:
On-demand lets you run this manually if needed.
Child is a sub-process.
Select the Scope:
User, only available to you.
Business Unit only available to the specific Business Unit.
Organization available to the entire organization.
Select when the process is to start.

13. Building Workflows - 4 Select Add Step
Example: Check Condition and send an .
Select Check Condition
Build Query
Add Send Step
Build and assign activity code
End Workflow

14. Building Workflows - 5

15. Building Workflows - 6

16. Using Conditional Branching to Best Effect
Conditional branching allows you to ask “if, then, otherwise” questions.
Best if you need to qualify something.
Used extensively in communications to send information to two separate prospect status groups.
Example: Event Workflow

17. Ending Workflows
Make sure you have an end state to your workflows or the workflow may loop.
If you have already executed a line in a workflow, the stop state should be “Succeeded” at the end.
We put a stop statement to be safe.
Example: Supplemental Items

18. Open to the Floor
Questions
Comments

19. Thank You
Your input matters! Please submit a session evaluation. PABUG Mobile App Session Browser