1. Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale July 2, 2012

2. Contact Information Matt Taitt CRM Coordinator Undergraduate Admissions SIU Carbondale MattT24@siu.edu Southern Illinois University Carbondale

3. SIU Carbondale Carbondale, IL Enrollment: 19,817 Degrees: –2 Associates –103 Bachelors –75 Masters –34 Doctorate/Medicine/Law Southern Illinois University Carbondale

4. Campus Technology SIS: Banner CRM: Hobsons Connect Southern Illinois University Carbondale

5. Agenda Overview of the Campus Visit Program Implementation design Automating workflow Outcomes & lessons What comes next Southern Illinois University Carbondale

6. Campus Visit Program Individualized campus visit experience Staff arranges students’ itineraries: –One-on-one admission counseling –Campus tour –Housing tour –Meetings with up to 3 departments Southern Illinois University Carbondale

7. Campus Visit Program Average nearly 4,000 visits per year For 2012 –Averaging 76 students per week –Averaging 29 students each Friday Southern Illinois University Carbondale

8. Campus Visit Program Visits required many documents. –Visit Form for each student –Daily schedule –Housing tour schedule –E-mail communication with the student –E-mail communication with the departments Southern Illinois University Carbondale

9. Campus Visit Program Why implement Connect into the CVP? –CVP was a labor intensive program –Inefficient communication Students Other campus departments –Limited reporting ability Southern Illinois University Carbondale

10. Campus Visit Program Implementation Goals: –Automate workflow –Automate communication –Provide outcome based reports Southern Illinois University Carbondale

11. Implementation Design SWOT analysis Deliverables Data needs assessment Southern Illinois University Carbondale

12. Implementation Design Strengths Weaknesses Opportunities Threats Southern Illinois University Carbondale

13. Implementation Design Deliverables –Visit Form –Daily Schedule –Housing tour schedule –Confirmation e-mail –Itinerary e-mail –Department request e-mails –Thank you e-mail to students with survey –Survey follow-up e-mail Southern Illinois University Carbondale

14. Implementation Design Data needs assessment –67 possible data points 21 biographical points 46 visit points –16 data points collected from student –30 data points assigned by CVP staff »Times, staff, staff contact info, locations, notes »Student Visit Status Southern Illinois University Carbondale

15. Implementation Design Data needs assessment –Student Visit Status Walk-In Pending Confirmed Scheduled Attended Scheduled No Show Scheduled Canceled Date Unavailable Walk-In Second Visit Pending Second Visit Confirmed Second Visit Scheduled Attended Second Visit Southern Illinois University Carbondale

16. Automating Workflow Minimize data entry Automate communication Automate export lists Automate task assignment Southern Illinois University Carbondale

17. Automating Workflow Minimize data entry Southern Illinois University Carbondale

18. Automating Communication Driven by Student Visit Status Multiple queue times –12:30 –17:00 Reduce time between request and communication Southern Illinois University Carbondale

19. Automating E-mail –E-mail confirming receipt of request within 4 hours of request. –E-mail to all requested departments within 4 hours of request. –E-mail with itinerary up to 2 weeks in advance. –Thank you e-mail sent at close of business –Follow-up with survey sent after 5 days Student Parent Southern Illinois University Carbondale

20. Automating E-mail Contingency plan –26 e-mails Reschedule Cancellation Date unavailable No Show Multiple visits Etc. Southern Illinois University Carbondale

21. Automating Letters Why letters? –Visit form –Thank you note from Admissions Counselor Southern Illinois University Carbondale

22. Automating Exports Exports and lists drive the workflow –Student enters workflow via Student Visit Status. Pending Error report Schedules Southern Illinois University Carbondale

23. Automating Exports Pending –Waiting for departmental confirmation 2 Pending export files –All –Visit date within 2 weeks Error reports –E-mail bounces & e-mail opt-outs Southern Illinois University Carbondale

24. Automating Exports Schedules –Daily Schedule 1 export for today 4 exports for the next 4 business days 1 export for all visits in the next 90 days –Housing Tour Schedule 1 export for today 4 exports for the next 4 business days Southern Illinois University Carbondale

25. Task Assignment Admissions Counselors Tour Guides Southern Illinois University Carbondale

26. Task Assignment Reports in Connect Southern Illinois University Carbondale

27. Outcomes Reduced number of “No Shows” Reduced number of student work hours Increased survey responses Outcome based reports –Visited and applied, admitted, enrolled? –Outcome by counselor, tour guide, department, etc. Southern Illinois University Carbondale

28. Lessons & Takeaways Design fields/variables/attributes to fit your data. What data point drives your workflow? Contingency plan? Southern Illinois University Carbondale

29. What comes next Implementation: Phase II –New web request form –Replace data entry with automatic imports –Other contingency needs Southern Illinois University Carbondale

30. Questions Southern Illinois University Carbondale

31. Thank you for your attendance Matt Taitt MattT24@siu.edu CRM Coordinator Southern Illinois University Carbondale