From Front-line to Home Office: Using Your CRM to Manage One Stop Student Services
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From Front-line to Home Office: Using Your CRM to Manage One Stop Student Services Technology Innovations Track
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From Front-line to Home Office: Using Your CRM to Manage One Stop Student Services
- 1. #TargetXSummit From Front-line to Home Office: Using Your CRM to Manage One Stop Student Services Carlton Stroud, Director, Enrollment Management Systems
- 2. Overview ● UC Merced Quick Facts ● Evolution of Tracking ● Overview of Cases ● Challenges & Success ● Expansion ● Queue/Check-in Demo ● Q & A
- 3. UC Merced Quick Facts ● Opened in 2005 ● 10th campus in the University of California system ● First American research university of the 21st century ● Located in the heart of the California Central Valley ● First One Stop in the UC system
- 4. Student Population, Growth, and Cases 875 1286 1871 2718 3414 4381 5198 5760 6195 6268 6685 7336 7967 8544 13157 9363 9535 13162 11239 14475 21345 28200 23291 24755 24752 31035 30655 33946 0 5000 10000 15000 20000 25000 30000 35000 40000 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Student Growth Transactons 4 5 8 10 Staff 3 Staff
- 5. Evolution of Tracking – Phase 1 • Students First Center (SFC) • Utilized from 2005 - 2011 • Tally Sheets • Manually entered • Manually calculated
- 6. Evolution of Tracking – Phase 2 • Homegrown system • After the fact tracking • No real-time reporting • SFC only office to utilize • Constant crashing • Not easy to update values
- 7. Evolution of Tracking – Phase 3 • Move manual tracking from paper to electronic spreadsheet • Use excel formulas to calculate values
- 8. Cases Pilot Project • Manual entry of cases at SFC • Proof of concept • SFC started with email functionality • What we tracked, for who and why
- 9. Case Entry
- 10. What has improved..... • Flexibility • Communication • Student History • Referrals • Reporting & Dashboards
- 11. Dashboards
- 12. Work in progress • Office buy-in – to new offices across campus • Data sharing • Time/staffing • Training • Shifting the way we do business
- 13. Initial Expansion • Event management • Drop for Non-Payment (DFNP)
- 14. Continual Expansion • Dean of Students – check-in and appointment process • Advising Centers (SNS, SoE, SSHA, BAC) – case management, check-in process • Housing and Residence Life – case management, check-in process, email to case
- 15. Queuing System • Check-in process • Case auto-response • Business flow for text/email messaging • Demo of Queuing process
- 16. Changes in the form (Step 1)
- 17. Step 2 Auto-response sent to contact once they have checked-in
- 18. Step 3 Did student return? Y e s Use kiosk to indicate you have returned Proceed to counter for assistance No Go to step 4
- 19. Step 4 No Y e s Check-in at kiosk and proceed to counter for assistance Student Returned?
- 21. Questions?
- 22. Thank You Carlton Stroud: cstroud@ucmerced.edu