Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator...

Workflow automation with your CRM:

A campus visit program on auto-pilot.

Matt TaittCRM Coordinator SIU Carbondale

Southern Illinois University Carbondale

July 2, 2012

Contact InformationMatt TaittCRM CoordinatorUndergraduate AdmissionsSIU [email protected]


mailto:[email protected]

SIU Carbondale• Carbondale, IL• Enrollment: 19,817• Degrees:

– 2 Associates– 103 Bachelors– 75 Masters– 34 Doctorate/Medicine/Law


Campus Technology• SIS: Banner

• CRM: Hobsons Connect


Agenda• Overview of the Campus Visit Program• Implementation design• Automating workflow• Outcomes & lessons• What comes next


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


Campus Visit Program

•Average nearly 4,000 visits per year

•For 2012– Averaging 76 students per week– Averaging 29 students each Friday


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


Campus Visit Program• Why implement Connect into the

CVP?– CVP was a labor intensive program– Inefficient communication

• Students• Other campus departments

– Limited reporting ability


Campus Visit Program• Implementation Goals:

– Automate workflow

– Automate communication

– Provide outcome based reports


Implementation Design• SWOT analysis• Deliverables• Data needs assessment


Implementation Design• Strengths

• Weaknesses

• Opportunities

• Threats


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


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


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


Automating Workflow• Minimize data entry• Automate communication• Automate export lists• Automate task assignment


Automating Workflow• Minimize data entry


Automating Communication• Driven by Student Visit Status• Multiple queue times

– 12:30– 17:00

• Reduce time between request and communication


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


Automating E-mail• Contingency plan

– 26 e-mails• Reschedule• Cancellation• Date unavailable• No Show• Multiple visits• Etc.


Automating Letters• Why letters?

– Visit form

– Thank you note from Admissions Counselor


Automating Exports• Exports and lists drive the

workflow– Student enters workflow via Student

Visit Status.• Pending• Error report• Schedules


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


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


Task Assignment• Admissions Counselors

• Tour Guides


Task Assignment• Reports in Connect


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.


Lessons & Takeaways • Design fields/variables/attributes

to fit your data.

• What data point drives your workflow?

• Contingency plan?


What comes next• Implementation: Phase II

– New web request form– Replace data entry with automatic

imports– Other contingency needs


Questions


Thank you for your attendance

Matt [email protected] Coordinator


mailto:[email protected]

Workflow automation with your CRM: A campus visit program on auto-pilot. Matt Taitt CRM Coordinator...

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