admissions best practices: turning data into relationships · recap • rethink existing business...
TRANSCRIPT
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Admissions Best
Practices: Turning Data
into Relationships
Kapil Bajaj, MCTP & Jill Harman, M.Ed.
Ohio University Heritage College of Osteopathic Medicine
AACOM/AODME
Ft. Lauderdale, FL
April 23, 2015
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WE WOULD LIKE TO SHARE…
• Before & After (process)
• Selecting the Solution
• Implementation
• Lessons Learned
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BEFORE
• Download apps from AACOMAS
– OsteoAdmit: Manually change for each
out-of-state applicant (75%)
– Paper file created for each AACOMAS
applicant (4000 files/year)
• Review each file and determine eligibility for secondary
application
• Email links to downloadable applications to each eligible
candidate via OsteoAdmit (different for in-state vs. out-of-
state)
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BEFORE
• Students print and complete secondary
applications (handwritten) and send via mail
– One & half to two weeks for receiving a completed
application
• Date stamp each application,
add to their file, review for eligibility
for interview
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AFTER
• Download weekly batch files from
AACOMAS
• Upload in Salesforce/EnrollmentRx
• Available for review by Admissions staff
– Views/reports with built-in eligibility criteria
• “Push the button”
– Triggers a workflow
– Invitation email sent to student
– Portal credentials created and sent to student
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AFTER
• Student Portal
– Guided application process
with customized messaging (widgets)
– Students complete the secondary application, attach
documents, and pay fees, online!!
– Turn around time(As quick as 2 hours)
• Self-service
– Track progress
– Check status
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Checklist
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Admissions Staff View
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POSITIVE IMPACT
• Decreased volume of phone calls
• Quality/value of phone calls received
• Standardized app across all programs
– Customized checklists
• Dashboard
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SAMPLE DASHBOARD REPORTS
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SAMPLE DASHBOARD REPORTS
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SAMPLE DASHBOARD REPORTS
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SELECTING THE SOLUTION
• Surveyed other DO schools regarding CRM solutions
• Completed needs analysis with Admissions, CORE,
and Communication offices
• Collaborated with various university units (i.e.
undergrad admissions, college of business)
• Developed RFP according to OU and OH state protocol
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SELECTING THE SOLUTION
• Evaluated proposals and invited vendors to demo their
CRM solutions
• Completed reference checks for our front runner
(Enrollment Rx)
• Involved appropriate college and university offices
(HCOM CFO, OU legal affairs, college and university
OIT) in discussions of budget and contract
• Completed successful pilot with Enrollment Rx
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DEMO INSTRUCTIONS
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IMPLEMENTATION• Two day, on-campus business process review
• Portal development and data model for
admissions
• Portal Development
– Look and feel
– Home tab, profile, widgets
– Communication plan, email templates
– Workflows
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IMPLEMENTATION• Data model
– Standardized common information and process
across seven areas
• AACOMAS App
• Secondary App
• Summer Scholars
• SURF
• Biosheet
• Deposits
• Letters of Recommendation
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IMPLEMENTATION• Focus group from University of Dayton
• Integration
– AACOMAS and CashNET
• Iterative Development Model– Build
– Test…….Improve
– Test…….Improve
– Test…….Improve
• Training & GO LIVE
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IMPLEMENTATION• Created web-to-lead form (Qualtrics)
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LESSONS LEARNED
• Collaboration and buy-in essential
• Allow sufficient time for internally reviewing business
processes
• Be prepared for “gotchas” and be ready to adapt to new
ways of thinking
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LESSONS LEARNED
• Accept that you won’t be able to account for every
possible scenario, but be clear on what you want as an
outcome
• Choose the right implementation partner
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RECAP• Rethink existing business processes & operations
• Take advantage of new ways to communicate with
prospects
• Think long-term relationships with students and build
community
• Marketing campaigns and follow-ups
• Automate workflow & communication
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Admissions Best
Practices: Turning Data
into Relationships
THANK YOU