![Page 1: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/1.jpg)
Workflow automation with your CRM:
A campus visit program on auto-pilot.
Matt TaittCRM Coordinator SIU Carbondale
Southern Illinois University Carbondale
July 2, 2012
![Page 2: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/2.jpg)
Contact InformationMatt TaittCRM CoordinatorUndergraduate AdmissionsSIU [email protected]
Southern Illinois University Carbondale
![Page 3: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/3.jpg)
SIU Carbondale• Carbondale, IL• Enrollment: 19,817• Degrees:
– 2 Associates– 103 Bachelors– 75 Masters– 34 Doctorate/Medicine/Law
Southern Illinois University Carbondale
![Page 4: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/4.jpg)
Campus Technology• SIS: Banner
• CRM: Hobsons Connect
Southern Illinois University Carbondale
![Page 5: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/5.jpg)
Agenda• Overview of the Campus Visit Program• Implementation design• Automating workflow• Outcomes & lessons• What comes next
Southern Illinois University Carbondale
![Page 6: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/6.jpg)
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
![Page 7: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/7.jpg)
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
![Page 8: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/8.jpg)
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
![Page 9: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/9.jpg)
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
![Page 10: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/10.jpg)
Campus Visit Program• Implementation Goals:
– Automate workflow
– Automate communication
– Provide outcome based reports
Southern Illinois University Carbondale
![Page 11: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/11.jpg)
Implementation Design• SWOT analysis• Deliverables• Data needs assessment
Southern Illinois University Carbondale
![Page 12: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/12.jpg)
Implementation Design• Strengths
• Weaknesses
• Opportunities
• Threats
Southern Illinois University Carbondale
![Page 13: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/13.jpg)
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
![Page 14: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/14.jpg)
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
![Page 15: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/15.jpg)
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
![Page 16: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/16.jpg)
Automating Workflow• Minimize data entry• Automate communication• Automate export lists• Automate task assignment
Southern Illinois University Carbondale
![Page 17: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/17.jpg)
Automating Workflow• Minimize data entry
Southern Illinois University Carbondale
![Page 18: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/18.jpg)
Automating Communication• Driven by Student Visit Status• Multiple queue times
– 12:30– 17:00
• Reduce time between request and communication
Southern Illinois University Carbondale
![Page 19: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/19.jpg)
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
![Page 20: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/20.jpg)
Automating E-mail• Contingency plan
– 26 e-mails• Reschedule• Cancellation• Date unavailable• No Show• Multiple visits• Etc.
Southern Illinois University Carbondale
![Page 21: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/21.jpg)
Automating Letters• Why letters?
– Visit form
– Thank you note from Admissions Counselor
Southern Illinois University Carbondale
![Page 22: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/22.jpg)
Automating Exports• Exports and lists drive the
workflow– Student enters workflow via Student
Visit Status.• Pending• Error report• Schedules
Southern Illinois University Carbondale
![Page 23: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/23.jpg)
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
![Page 24: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/24.jpg)
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
![Page 25: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/25.jpg)
Task Assignment• Admissions Counselors
• Tour Guides
Southern Illinois University Carbondale
![Page 26: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/26.jpg)
Task Assignment• Reports in Connect
Southern Illinois University Carbondale
![Page 27: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/27.jpg)
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
![Page 28: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/28.jpg)
Lessons & Takeaways • Design fields/variables/attributes
to fit your data.
• What data point drives your workflow?
• Contingency plan?
Southern Illinois University Carbondale
![Page 29: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/29.jpg)
What comes next• Implementation: Phase II
– New web request form– Replace data entry with automatic
imports– Other contingency needs
Southern Illinois University Carbondale
![Page 30: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/30.jpg)
Questions
Southern Illinois University Carbondale
![Page 31: Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator SIU Carbondale Southern Illinois University Carbondale](https://reader033.vdocuments.us/reader033/viewer/2022051115/5697bfb81a28abf838c9f29a/html5/thumbnails/31.jpg)
Thank you for your attendance
Matt [email protected] Coordinator
Southern Illinois University Carbondale