Using Hobsons Products to Streamline Your Offline Processes
Transcript of Using Hobsons Products to Streamline Your Offline Processes
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Using Hobsons Products
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Using Hobsons Products to
Streamline Your Offline Processes
Kim Lachut, Hobsons CRM Administrator
University of Connecticut School of Business
Office of Communications
Marie LeBlanc, Communications Manager
University of Connecticut School of Business
Office of Communications
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• Identify where the digital process ends
and offline processes begin
• Create efficiencies in offline processes through
available Hobsons tools.
• Make effective use of special attributes, views,
automation, and external software
Learning Objectives
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• Who are we and what does our instance look like
• Offline challenges
& Hobsons-integrated solutions
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Kim
Lachut Hobsons CRM
Administrator
Marie
LeBlanc Communications
Manager
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University of Connecticut
• UConn is one of the top public
research universities in the
nation, with more than 30,000
students located in Storrs,
Connecticut
• We also have four regional
campuses as well as a Law
School and a School of
Medicine and Dentistry
• UConn Huskies!
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UConn School of Business
• #1 public business school in New England
• Storrs, Connecticut
Three regional campuses:
Downtown Hartford, Stamford, and
Waterbury
• Undergraduate, Graduate, and
Professional Development
• 3800 total students;
1700 enrolled in a graduate program
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Our Hobsons Instance
Joint AY/Connect client since 2010
Number of Hobsons users: 40 staff and student workers
Number of inquiries in a year: 5000+
Applications in a year: ~2500
Programs in Hobson instance: 7 Masters Degrees
1 Ph.D. Program
10 Graduate Certificates
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• Coordinating numerous users
• Integrating non-Hobsons activities
• Collecting data
• Hosting events
• Reviewing applications
• Communications
• Ensuring data integrity
• Multiple ways to collect data
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Specific Challenges
• Communications
• Coordinating phone calls
• Coordinating student ambassadors
• Coordinating follow-up
• Processing
• Identifying non-interested applicants
• Managing activities by external offices
• Application review by faculty
• Marketing
• Administrating events we host and those we don’t
• Analyzing survey data across multiple attributes
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Tools
The tools we use:
• Process-oriented attributes
• Automatic emails of reports
• Connect Views specific to tasks
• Events module work-arounds
• Effective exports
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Programs want to formally
incorporate phone calls into
their communication plan.
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Phone Calls
• Manual reports were being created
• Multiple people were contacting applicants
• Potential applicant has indicated their
communication preferences
• Process for this not built in
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Phone Calls
• Created export & view with only data necessary
for phone calls
• Reinforces use of contact communications log
• Included phone number attribute in multiple data
processes
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Communication log
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Phone – BestNum Attribute
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Student ambassadors who
are not in the system
need access to data.
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Student Ambassadors
• Manual reports created by staff for ambassadors
• Ambassadors don’t have access to Hobsons
• Need to formalize it into our current marketing
strategy
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Student Ambassadors
• Created an attribute called “ambassadors”
• Populated the dropdown with names that can be
exported
• Created export report that can be emailed
directly to ambassador
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Student Ambassadors
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Need to coordinate
event hosting activities.
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Events Administration
• Need to bring key event materials
• Need process to handle non-registered
(walk-in) attendees
• Need to manually enter data
• If data wasn’t entered correctly/timely, then the
post-event “Thank You” message wouldn’t go out
correctly
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Events Administration
• Staff Event Checklist email
• Thank you email grace period
• On-site Registration
• Corresponding branded registration forms
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Staff Reminder – Set up
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School of Business
Graduate Infosession
Event Follow-up Check list
{#EI:Name#} on {#EI:Start On#} at our {#EI:Location#}.
__________ Attendee Roster (use Download Contact button on Host Tools)
___________ Nametags (if applicable) This is also found in the Host Tools
___________ Brochures (if desired)
___________ Laptop for check-in or walk-ins
___________ Table giveaways/chatchkeys (if applicable)
Please remember to mark all attendees (including last minute walk -ins) as
either: Attended or Did Not Attend. This MUST be done within two days of the
end of the event in order for the automatic emails to populate.
Accredited by AACSB International - the Association to Adv ance Collegiate Schools of Business - since 1958.
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Admin View – Setting Up Thank You’s
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[insert visual of printed infosession reg sheet form]
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External events (i.e. non-
hosted) integrated into our
Events module.
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External Events
• Inquiries aren’t automatically entered into
Connect, or may already be in Connect
• Registration for these events is handled
elsewhere
• We want to promote the event
• Streamline the user experience at the event
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External Events
• Post Only event without registration
• Private event with registration piece
• Uploaded list to private event
• Communications to “attendees”
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Reporting and communications
to those who indicate they’re
no longer interested.
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Inactive Users
• Data doesn’t always come from within the system
• We don’t want to include these users in
communications and outreach
• We need to include these users in some reports
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Inactive Users
• Active/Inactive toggle
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Filter with Active toggle
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Need to coordinate need for
and timing of individual
outreach.
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Coordinating Outreach
• Follow-up can be requested by the user or coordinated by
the staff member
• Notes in communication log aren’t searchable
• Follow-up can occur via phone, email, etc.
• Multiple staff members could be tasked with follow-up
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Coordinating Outreach
• Follow-up Date attribute toggle
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Faculty want to review
applications offline.
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Offline Application Review
Case Study: Ph.D. Program
• Faculty don’t want to access Hobsons
• Cumbersome for faculty to have to log into
system to see full applications
• Manual spreadsheets
• Each department was requiring different
information to make a decision
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Offline Application Review
• Developed a daily export
• For director and/or staff member
• Individual program reports for faculty
• Customized fields in export
• Built new fields to match data needed in spreadsheet
• Column included on spreadsheet for internal decision
• Faculty no longer had to enter system
• Centralized person entering decisions
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Ph.D. Export
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Need to coordinate
administrative activities
with external offices.
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GPA Translation
Case Study 2 :
MSBAPM/MSFRM – GPA Translation
• Majority of their applicants are international and
need a GPA translation by our Graduate School
before a decision can be made
• Program needs to know the applicant’s status
• Graduate School needs to know who they need
to take action on
• Inability to use “Or” in AY filters
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GPA Translation
• Created a field for GPA translation status
• Email report to Coordinators based on attribute
• Coordinated process with The Graduate School
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GPA toggle
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Applicant Client IDUniv1_CumGPAUniv1_2YGPAUniv2_CumGPAUniv2_2YGPAUniv3_CumGPAUniv3_2YGPAUniv4_CumGPAUniv4_2YGPAUniv5_CumGPAUniv5_2YGPAUniv6_CumGPAUniv6_2YGPA
2247783 3.85 3.59
3082804 3.33 3.8 4
3263160 3.87
3518086 3.09 3.22
3775064 3.48 2.89
3780628 2.93 2.7
3827951 3.36
3835433 3
3835945 3.7
3837277 3.29
3841526 3.3
3841537 3.22 3.78
3844185 3.75
3845673 3.84
3845695 3.99
3855847 3.72 2.42
3859977
3862202 3.45
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Reporting and analysis
of marketing data fields.
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Reporting Marketing Data
• “Rank what is important to you (1-5)” includes
multiple attributes (17)
• Calculations cannot be performed within Connect
• Connect Reporting has one primary attribute for
the report
• Connect Reporting is limited in comparing
attributes against
• Limited number of reports on the dashboard (10)
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Reporting Marketing Data
• Export into Excel*
* External File
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Final thoughts
• Evaluate your current processes to identify where
your online process ends and offline processes
begin
• Use this information to help determine where
using Hobsons tools can create better efficiency
in these offline processes
• Make effective use of special attributes, views,
and automation notification of exports
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Kim Lachut
Marie Leblanc
www.business.uconn.edu