1. Bill Hampton Associate Vice President Enrollment Management and Marketing John R. Watret, Ph.D. Executive Vice President and Chief Academic Officer Becky Vasquez Chief Technology Officer

3. Daytona/prescott Daytona Beach Prescott, Arizona

4. Over 150 Locations Technology Enhanced Learning

9. INSERT PICTURE OF STUDENT STUDYING FROM HOME (Trish is working on it)

11. Delivery Mode2009-102010-11% Growth Blended Learning1,1401,76354.65 Classroom42,74738,577-9.76 EagleVision Classroom 4,2195,62533.33 EagleVision Home 3,0805,87090.58 EagleVision/ Blended Learning 9171,38951.47 Online37,60639,4784.98 TOTAL89,70992,7373.34

13. Agenda ProblemVisionPartnershipResultsFuture

15. Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

16. Casual enrollment management culture Lack of meaningful relationships with prospects Reactive admissions process Inefficiencies and dissatisfaction with financial aid Weak ability to market new programs The Problems…

17. Strategic Commitment “ Utilize technology both in academic and administrative areas, to enhance the educational experience, improve processes, streamline efficiencies and provide superior customer support.”

19. Enrollment Management driven…

20. Partnership

21. Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

22. We began a transformation…

23. Systematic Transparent Accountable

24. Our solution…

25. 24/7 Operations Center Prospect Management CRM Investment in technology and reshaping organizational design and culture

27. Marketing and Enrollment Management Organization

28. prospect management

29. targeted communications email, phone, and mail

30. Prospect Stages/Segmentation Prospect- Warm Prospect- Cold Marketing House List Prospect- Warm Reengaged Prospect- Hot App Started COLD WARM HOT

32. Overwhelming Demand for Student Inquiries Student- centric Unpredictable Interrupt-Driven Student- centric Unpredictable Interrupt-Driven Process-Centric Predictable User-Driven Process-Centric Predictable User-Driven

33. 100% Dedicated Staff

34. Embry-Riddle Worldwide Inverts the Circle—Long-Term Goals Executed 24/7 Multimodal “TIER 1” student support Example Result: Student Satisfaction Improves 24/7 Multimodal “TIER 1” student support Example Result: Student Satisfaction Improves Inverting the circle allows Worldwide to focus on core functions: Example Results: FA Performance / Student Satisfaction Inverting the circle allows Worldwide to focus on core functions: Example Results: FA Performance / Student Satisfaction

36. Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

37. Results

38. Applications Admissions Financial Aid

39. Application Growth.12% Increase over previous year 9.89% Increase over previous year 6.74% Increase over previous year

40. 14,540 accepted in 2009-10 16,068 accepted in 2010-11 10.5% Increase in Admissions

41. Financial Aid Disbursement Growth Academic YearFederal $ Disbursed 07/08$12,974,840 08/09$16,063,041 09/10$22,068,109 10/11$23,577,925 % change between 2007/2008 and 2010/201182%

42. Financial Aid - Students Served Academic YearStudent Count 07/082849 08/092907 09/103763 10/117457

43. High Volume (emails and phone calls, both domestic and international) High Volume (emails and phone calls, both domestic and international) Volume Virtualized Majority of calls /inquiries handled by Presidium Volume Virtualized Majority of calls /inquiries handled by Presidium Low Productivity slow turn around on processing Low Productivity slow turn around on processing High Productivity Staff able to focus on core functions/ absorb additional processes High Productivity Staff able to focus on core functions/ absorb additional processes Long Hold Times To reach live people Long Hold Times To reach live people Offices Able to Be Proactive not Reactive Students able to schedule calls in advance Stakeholders Frustrated and Disengaged Staff and students alike looking for better service Stakeholders Frustrated and Disengaged Staff and students alike looking for better service Rebuilding Confidence With students, staff and administrators. Rebuilding Confidence With students, staff and administrators. 23% increase in total packages awarded in 6 months Disbursed >$3M dollars in one day – largest amount in school history High Customer Satisfaction Ratings 23% increase in total packages awarded in 6 months Disbursed >$3M dollars in one day – largest amount in school history High Customer Satisfaction Ratings ERAU-Worldwide Before & After

44. Support increased marketing efforts…

45. Social Media / Online Marketing

48. Landing PageImpressionsClicksProspects B.S. Transportation (first design) – Sept 2011509,304933 B.S. Transportation (updated design) – Jan 2012862,2301698

50. Power of Increased Conversions Inquire Apply Accept Enroll Retain Graduate 18% 35+% 72% 80+% 65% 85+% RETENTION

51. What’s next?

52. Admissions communications New student conversion Retention

53. Marketing and Enrollment Management

55. John Watret, Ph.D. John.Watret@erau.edu Bill Hampton Bill.Hampton@erau.edu Becky Vasquez Rebecca.Vasquez@erau.edu