1. Hobsons Prospective Student Enquiry Management Service Phase 1 - Case study & implementation Phase 2 - Consolidation Division of International Operations & Student Recruitment1

2. Background Why is ANU interested in a prospective student enquiry service? –ANU is the only group of 8 without CRM technology –develop marketing strategies –improve conversion rates from prospect to student –improve reporting What will Hobsons prospective student enquiry service do for ANU? –support the university’s prospective student enquiry capability –enhance the service offered to prospective students –supplement, improve and report on rather than replace existing enquiry management services Division of International Operations & Student Recruitment2

3. Background (Cont’d) ANU Hobsons team What is Hobsons? –Specialist provider of student enquiries and prospect management services What will Hobsons do for ANU? –First point of contact and general enquiries –Measure enquiry response times –Report on enquiry numbers –Determine origin of enquiries –Improve conversion success rates –Benchmark against other institutions Division of International Operations & Student Recruitment3

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5. Phase 1 – Case study & implementation Case Study CAP 31 May 2013 to 15 July 2013 Implementation - All College rollout 15 July to 31 July 2013 Implementation Scope (15 July to 31 July) –contract –college protocols –email templates –web form development –college web page buttons –college contacts –phone lines –email redirection –training Division of International Operations & Student Recruitment5

6. Phase 2 – Consolidation (until 31 Oct) significant support from SIG Web form development & governance Email template development and governance Strategic & Prospective Student Communication plans Report development Project management –Work breakdown structure –Issues log –Project status reports –Risk register Division of International Operations & Student Recruitment6

7. Questions? Division of International Operations & Student Recruitment7