Ellucian Recruit— The Journey of Implementing a CRM Sarah Hannes, Director of Admissions Julie Gerstner, Business Analyst

Outline Why/How/Who/What? Data/Setup Customizing More to do Our Recommendations Our Issues Our Views Our Results S

Implementing—WHY? Streamline Admissions Process Data Hand entry of Applications—Admissions and Records Staff Communications Automation Data Tracking of Prospects/Applicants Competitive Efficiencies Aligned with Strategic Direction Departmental Efficiencies S

Implementing—How? Research Budget--$150,000 Licenses Ellucian vs. third party vendor Ellucian with Microsoft Dynamics Budget--$150,000 One-Time Budget Proposal and Acceptance Allocated budget to line items Funds not allocated to specific line items Negotiated consultant rate Licenses Who? J

Implementing—Who? Collaboration! Admissions Office Director Admissions Representatives Assistant to the Director One-Stop Coordinator Student Services Business Analyst IT PR Student Records IR Financial Aid S

What? Jumpstart Implementation

Jumpstart Implementation—Cont.

Setup/Data LCCC does not have an application fee Duplicate Detection Colleague and Recruiter Recruitment Territories Data Cleanup CEEB Codes! Provisioning codes from Colleague Admit Types, Start terms, Programs, etc. Colleague Screen Access Prospect Data Did not bring Colleague Prospects to Recruit Will not bring Recruit Prospects to Colleague Did not do auto push to Colleague Re-ads Proposed decision S

Customizing to fit LCCC— Out of the Scope Custom Sub-Routines PERC Holds NSO, ADV, INTK Res/CNTY Race/Ethnicity IR didn’t want blank fields Parent Education Levels Ed Goals Res Stat/Stu Stat S

Still Working On… Test Scores Scanner Imports Campaigns through Exact Target Events Tours/Orientation Travel Management Reporting Documenting Internal Processes Learning more of what the tool can do Continuous improvement with communications HTML emails with PR S

More Investigation Needed Cloning current application Concurrent Enrollment Application Integrating with Outlook? J

Recommendations Issue Log Watch Ellucian Videos Quick Reference Guide Ellucian Hub Budget Tracking Needed to match Ellucian’s project cost tracking Consultant on campus for go-live Go-live readiness checklist Record WebEx Notes/screenshots/documentation Communicate with those affected Student Records Meeting S

Issues Upgrading in middle of Implementation Manually entering = Human Interpretation and correction of application errors Self-Reported Information Capitalizing of names Admit Type Capabilities of Software Age isn’t calculated by birthdate Integration Issues! May be different with version CE/Undergrad Parent Education Levels Couldn’t test email communications before going live Delayed Documentation to assist with preplanning Communications S

Issues (Cont.) Locked Accounts Permissions Premade workflow of account inactivity Permissions Manual process of marking transcripts/orientation Ellucian Project Manager Status Report Communication Ellucian Consultant S

Views S

Admissions Rep Views: S

Admissions Rep Views: S

Admissions Director Views:

Communication Workflow View: S N

Results S S

Application History Online on front end, but not back end Processing of applications into Colleague between Records and Admissions Office 2 years ago 45 days out 6 months ago: 5-10 days out Manual data entry

Application Process Today Full online application Admissions Office only 0-3 days out 3 days accounts for weekends Doesn’t stop communication workflow Self reported data, no more data entry

Communication History 2 years ago Printed letter mailed to student, stating application was received No Acceptance Letter 1 year ago Generic email stating application was received Mailed Acceptance letter Email introducing Rep Manual Process Apply App received letter Apply Email stating app received Introduction email from Rep Mailed Acceptance Letter

Communication Today Automated workflows From assigned Admissions Rep Inquiry Thank you for your interest email from assigned Rep Mailed Info Packet Enrollment Steps Email Take a tour of Campus Email Communication Today Automated workflows From assigned Admissions Rep Timely Tailored to student Reps can add tasks/communications Apply Email from assigned Rep (Degree Seeking) Missing Supplemental Items Acceptance Letter Mailed Phone Call by Rep Mailed Info Packet Email from assigned Rep (non-degree) Acceptance Letter

Overall Results Application process No longer hand entering One person, not multiple people from two offices Up-to-date, no longer delay in entry Communications Automated Targeted More communications directing student Data All users can utilize Travel Management ROI Tracking Relationship Building Know who our students are Territories Relationship begins as soon as inquiry/application submitted S

Thank You! Questions? S