Achieving Excellence in Customer Service

Oracle Open World October 1st 2014

Presented by: John Green (IDP) Raleigh Burgess (BlueLeap)

Session: CON8925

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IDP –History

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• 45 Year history

• Started in Aid and Development

• Led International Education through full fee paying Student recruitment in 1987

• Established IELTS with British Council and Cambridge University 1989

• Australian based business, global footprint

• The student is at the center of what we do

• Our client Universities are our partners in accessing, supporting and servicing the needs of International students

• IDP’s CRM journey started as part of the Multi-Destination strategic focus

• 2009- USA

• 2010- United Kingdom

• 2011- Canada

• 2011- New Zealand

• OSCAR is now the backbone of our operational capability …..

IDP –History ORACLE/BLUELEAP Help

*www.idp.com

BlueLeap opened up new markets.

BlueLeap provides the first fully integrated Cloud Solution for

Voice, Text & Video to Oracle Cloud Customers

The BlueLeap Connector

A Truly Global Business

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IDP’s Solution

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OSCAR Facts

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Used by:

• All counsellors• All office managers• All client relations teams• All management and leadership

OSCAR Logo and

Character

• Integrated lead capture from website enquiries through to all forms of marketing

OSCAR

• Lead & Student qualification

• Matching to identify best course options

• Contact management, eg: SMS / Email functionality within OSCAR

• Integrated student registration

• Integrated event promotion

• Student reminders• Fast application submission, reuse existing

data• ‘’Easy ‘tracking’ of application through stages• All emails (Client and Student) associated to

application• Task reminder functionality

• Tracking of visa activities through stages

• On shore arrival student events• On shore student services

Underpinned by:• Knowledge Management• Student Portal• Client Portal• Integrated management reports

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Student Contact Record

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NB: All screen shots are for illustrative purposes only and do not reflect real students or application information

Student management – everything in one place:

1. lead qualification,

2. all emails from/to the student

3. emails from the client about the student,

4. matching sessions,

5. student applications,

6. student documents, events attended,

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IDP –History ORACLE/BLUELEAP Help

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How is OSCAR supported with Student/Customer service?

ORACLE system functionality supporting IDP Counselor activities

BlueLeap support of IDP Counselor activity/duties in reaching out to prospects using OSCAR

Appointments Reminders Documents- (matching slide next)

The Matching Process

University and Program Information loaded into OSCAR

Counsellor selectsmatching criteria

This is known as the “Short List”

Counsellor and Student start matching session

Counsellor and Student discuss

displayed options and make selections

Counsellor prints off and emails “Take Home Report’ for Student

to discuss with parents

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Knowledge Base

The IDP Knowledge Base is a central database of information containing– Institution profiles, campus and location information, – Program, course fee & entry criteria information, – Student testimonials – Client training/power point briefings, as well as video’s,

photos

The Knowledge Base contains over 128,000 answer pages– 99% are automated (Data provider feeds us the answers)– About 3000 manual answers– Data is sourced from publically available information on

web sites

Knowledge At The Point of Action, or KAPA means Counsellors can get relevant information when they need it– Access via student workspace– Access via applications workspace– ‘Push’ of KB links in matching

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Knowledge Base – Search and Find

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The IDP Knowledge Base enables the Counsellor to access relevant information on:• a course• an Institution• a destination• a location• the cost of living• the application process• the visa process etc.

Anything that they need to be able to advise a student on applying for a course in another country.

The OSCAR Events Process

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Create and send out the

email invitation

A reminder email is sent automatically

Students attend

the event

Event Applications & Applicants - OverallEvent Applications & Applicants – by SectorEvent Applications & Applicants – by InstitutionEvent Applications & Applicants – by Stage

The Application Management Screen

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Both Visa and Student applications are managed.

1. Each application is owned by a specific IDP counsellor.

2. The counsellor can manage each course application from start to finish across multiple Universities.

3. Tracking of Visa applications from start to finish.

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Key OSCAR Functionality In Depth

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Underpinned by:• Knowledge Management• Student Portal• Client Portal• Client Management• Integrated management

reports• OSCAR Connect

OSCAR Process Benefits

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Through visibility of the sales pipeline OSCAR allows greater opportunity for improved customer service

Via the matching tool & knowledgebase OSCAR offers easier access to a wider range of academic options

Greater access to relevant information in one place,

‘if its not in OSCAR it never happened!’

Efficient processing of applications, traceable from cradle to grave

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Benefit = One IDP

Global Challenge – BlueLeap Partnership

• A poll of counselors showed a need for more channels

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New MarketsGlobal PlatformSMS

UnicodeInsights

BlueLeap SMS

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Gaps:No Local LanguageNo CampaigningInconsistent usage

Fit:Local LanguageCampaigningService Cloud Framework

BlueLeap SMS – Phase I

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Replaced Aggregator

OSCAR Integration

Benefits:SavingsVisibilityControlCapability

Unicode Enablement

Deploy

BlueLeap SMS – Phase II

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Campaign Enablement

Supplant Campaign Aggregators

Metrics Tracking

Deploy Benefits:Service Cloud CampaigningGeographic blackoutImproved ConversionsImproved SecurityTighter ControlsStronger Compliance

BlueLeap SMS

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Sending SMS from Student Contact Record

Sending SMS from Student Contact Record

BlueLeap SMS

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Sending SMS from Student Contact Record

Status as soon as message is sent

BlueLeap SMS

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Sending SMS from Student Contact Record

SMS History Displaying All Messages

BlueLeap SMS

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Sending SMS from Student Contact Record

Message Received on Handset

• Automatic Opt In/Out Message• Automatic Opt In/Out update• Unicode Characters for local language

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Benefit = One IDP w/more reach

Questions and Discussion

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