CampusCRM High Level Overview
Valerie Pena, Implementation Team Member & Project Manager – PAGR
Chris Foley, Director Undergraduate Admissions – IUPUI
Sara Chambers, Director Enterprise Software - UITS
About CampusCRM
CampusCRM helps institutions
manage marketing, recruiting, and admissions activities
and measure effectiveness, productivity, and retention
in a strategic, closed-loop manner
with proven technology and expertise in
student lifecycle management.
2
2
Multi-channel CRM Solution
3
CampusCRM Modules
• Email Service
• Recruiting
• Campaign/Marketing
Management
• Knowledge Base
• Portal
• Analytics
• CTI (Phone Integration)
• Chat
– Proactive
– Re-Active
• Application Management
• Event Management
• Co-Browse
4
Growth Focused Institutions
• Multiple brands and campuses
• Multiple delivery types: online, on-ground, blended
• Multiple degree levels: degree, certificate, continuing
Ed
• Multiple student segments and recruiting channels:
Prospect vendors, affiliates, alumni remarketing
5
Student Recruiting Lifecycle
Retain
Student
Campaign
Activate
Student
Campaign
Students
Admissions
Academics
Alumni
Marketing and Recruiting
7
Manage and Measure
• “Students”, “Contacts” – Leads, Students, Alumni
• Interactions- All conversations
• Campaigns-Marketing and informational events
• Chat
• Event Management
• Conversions and completions
8
Institutional Challenges
• Speed
“Call web inquiries within minutes”
• History
“Track multiple lead sources per
student”
• Visibility
“See when new leads come in”
• Process
“Every campus does it differently”
• Reporting
“I run that report 10 times a day”
• Recruiters
“Know which schools to target first”
9
Admissions: What Will CRM Do for Me?
• Help me know my students
• Manage processing of students from lead to
start
• Measure my conversion performance against
goals
• Measure my contribution to campus goals
12
Management: What Will CRM Do for Me?
• Monitor and load balance lead flow
• Manage term starts against goals
• Measure and compare performance of
representatives and teams
• Work with Marketing to optimize assignments
and performance
13
Marketing: What Will CRM Do for Me?
• Analyze campaign performance against goals
• Optimize marketing and recruiting based on
performance
• Rank best lead sources by program, source,
segment
• Measure cost, revenue, and outcomes
by program, source, segment
14
Account Manager: What Will CRM Do for Me?
• Manage my accounts and affiliates
• Identify my best lead generation sources and
activities
• Measure my account performance against goals
• Build the reputation of my institution based on
results
15
Application Admin: What Will CRM Do for Me?
• Enable business owners to set business rules
• Standardize data entities and allow business rules to
vary by business unit (campus or brand)
• Unify and standardized data used across the
institution
• Analyze operational data in real-time vs. offline
reports
• Create data entities and attributes unique to the
institution
16
Implementation Structure
• LC Exec Committee
– Policy approval -High level prioritization
• LC Implementation Task Force
– Operational steering
– Propose policies and priorities
• Project/System Mangers
– Develop implementation strategies
– Points of contact with CMC
– Security/other system settings
• Local Implementation Teams
– Local system experts
– Detailed operation within school or department
– Recommend system changes
17
LCITF Members
•
•
•
•
•
•
•
•
•
•
•
•
Barry Walsh, OVIP, Chair
Jim Perin, IU Foundation
Jim Kennedy, Student Enrollment Services
Beth Cate, Office of University Council
Valerie Pena, PAGR
Becky Porter, IUPUI Student Enrollment Services
Sonya Stephens, Vice Provost for Undergraduate Education IUB
Pete Yoder, Alumni Association
Frank Acito, Kelly School, IUB school representation
Stephen Hundley, IUPUI school representative
Jack Tharp, Regional Representative
Victor Borden, Institutional Reporting
18
Questions, Answers & Discussions