1. CRM TO BFF – USING TECHNOLOGY TO PROVIDE EFFICIENT HIGH-TOUCH
CAPITALIZING ON TECHNOLOGY:
CRM TO BFF – USING TECHNOLOGY TO PROVIDE EFFICIENT HIGH-TOUCH
STUDENT SERVICES

2. Simon Sinek: "Start With Why"
WHY USE TECHNOLOGY?
> Promoting highly-individualized service
> High-touch without high-maintenance
Simon Sinek: "Start With Why"

3. UNIVERSITY OF WASHINGTON BOTHELL
>  Established in 1990 as a 2-year institution 
>  5,500 students (mostly undergraduate: 4,900)
> 50% Transfer, 50% First Year
> Transfer students admitted directly to majors

4. EVOLUTION OF CRM USE > 2016 > 2017 - 2018
CRM: Ellucian Recruiter
Paper application review
Manual outreach
Generic ‘blast’ s
>
CRM: Technolutions Slate
campaign
Electronic application review
Event Management
Targeted outreach
Data/Reporting

5. HOW WE DO IT Updated Communication Email Campaigns
Based on student-type
Based on major
Based on entry term
Invitations to events
Updated Communication
Shorter, more direct language
More icons/pictures/videos
s sent directly from assigned advisor
Tailored communication for transfer students

6. PROSPECT EMAIL CAMPAIGN

7. EVOLUTION OF APPLICATION REVIEW
> 2016
Paper application review
Paper transcripts
Review forms
All programs on one review form
>
Electronic review of applications
Transcripts received electronically or scanned
Review forms
Each program can specialize review forms based

8. PAPER APPLICATION FILES?!!

9. APPLICATION REVIEW: HOW WE DO IT
Review bins
Use of automation rules to move applications
Advisor queues to specialize review
Review forms by program
Personalized checklists and communication

10. ELECTRONIC APPLICATION REVIEW

11. APPLICANT STATUS PORTAL

12. PERSONALIZED S
Unique Open rate: 87%

13. PERSONALIZED S

14. EVOLUTION OF EVENT MANAGEMENT
> 2016
Recruitment: 1-2 blast s
Reminder
That’s it!
>
campaign includes multiple invites
Registration confirmation
Reminder sent electronically
Use of text messaging!

15. EVENT MANAGEMENT: HOW WE DO IT
campaigns for recruitment of event
Registration confirmations, waitlist management
Reminder s, after event survey
Text messaging!

16. EVENT RECRUITMENT
Recruitment through Campaign

17. EVENT MANAGEMENT Morning of event text Off Waitlist Registration email
Waitlist Notification

18. EVENT MANAGEMENT: TEXT MESSAGES!
Confirmation sent four days before event:
Sent to: 180
Responses: 73 responses
22 cancelled, allowing our waitlist to register!

19. SUMMARY CAPITALIZE on what your CRM can do for you!
Recruitment: Campaigns tailored to student type/interest
Provide many opportunities to connect with students.
Allow for meaningful relationships to be built with advisor
Application Review: Specialization possible through bin structure
Allow for program-specific review
Easily track applications by bin, program, advisor queue
Outreach to students can be specific
Event Management:
Recruitment: campaigns for invitations and reminders
Text messaging: it works!
CAPITALIZE on what your CRM can do for you!

20. QUESTIONS? Thank you! Melanie Querimit, mrq@uw.edu
Kristen Labrecque,