CRM On Demand is Oracle's Software as a Service CRM solution. This presentation shows how CRM on Demand is truly a solution for the entire Constituent Life cycle. Apex IT is an Oracle Platinum Partner, and Go To partner for Oracle Higher Education. Providing Best Practice application consulting since 1997, Apex IT is a visionary and thought leader in the areas of Higher Education, Employee workforce management, Public Sector, and private industry. Please see us at http://www.apex.com

1. September 7, 2011 Oracle CRM On Demand- CRM for the Entire Constituent Life Cycle Patrick Sells | Apex IT Higher Education Practice

3. Apex IT

4. CRM in Higher Education

5. Recruiting and Matriculation

6. Student Service and Student Affairs

7. Integration, Expansion and Implementation Best Practices ProgramObjective Introduce CRM as Complete solution for Higher Education. Show the value of straightforward capabilities and Higher Ed specific business process within CRM On Demand. Supporting student constituents from recruit to alumni, CRM Is critical to maintaining effective relationships with students throughout their educational career

9. CRM On Demand

10. PeopleSoft Enterprise

11. Siebel

12. Oracle E-Business Suite

13. Apex IT is a full service consultancy – our service offering addresses the entire application implementation continuum - everything from strategy development and implementation, to change management and training

14. Management Consulting

15. Web Services Development

16. Upgrade Lab

17. Managed Services

19. Apex IT Customers

20. Project Scope Mapped to PeopleSoft CRM Modules Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management, December 2009 “Gartner is beginning of see more consideration of an “enterprise CRM strategy” – stepping back from independent initiatives to take a broader look at the appropriate strategy for the entire institution’s offerings. .”

21. Oracle Higher Education Solution Map

22. Defining CRM Constituent Relationship Management Inquiry to Application Generate Interest Application Start to Submit Recruiting Admissions Inquiry Awareness Accept to Enroll Applicant Prospect 1 & 2 year Student At Risk 360o Alumni Contribute Advancement Student Student Success Communication Inform Student Life Student Help Desk

24. Generate awareness and define your brand via marketing

25. Track campaigns and effectiveness

26. Drive Prospects toward inquiry so you can personalize and tailor the experience

27. Guide Inquiries to Application

29. More Applicants

30. Lasting first impression

31. Automation allows more with lessCommunication Inform Student Life Student Help Desk

33. Track all inbound and outbound interactions

34. Focus Admissions Counselors on high target prospects

35. Follow a high-touch plan

36. Qualify In, Counsel Out

37. Educate early on services

39. Develop relationship with student through student in seat

40. Higher scoring student population

41. Increase retention from early interactionsContribute Advancement Student Student Success Communication Inform Student Life Student Help Desk

43. Educate about services

44. Manage campus or virtual events

45. Pro-actively survey, identifying At-Risk students based on demographics and performance

47. Increase awareness & participation in services and events

48. Better understand At-Risk triggers

49. Improve proactive measures /counselingAdvancement Student Student Success Communication Inform Student Life Student Help Desk

52. Track all interactions

54. Lower cost of servicing student

55. Allow departments to focus on strategy

56. Prevent answer shopping

57. Provide faster, more consistent service… leading to satisfactionAdvancement Student Student Success Communication Inform Student Life Student Help Desk

60. Educate on services offered to alumni

62. Build a stronger relationship and loyalty

63. Provide faster, more consistent service… leading to satisfactionStudent Student Success Communication Inform Student Life Student Help Desk

64. Project Scope Mapped to PeopleSoft CRM Modules Source: Gartner, Q&A: The Role of CRM in Higher Education Student Life Cycle Management, December 2009 "For a competitive strategy, Gartner believes that institutions must have a CRM system for recruiting in place by 2011. By 2013, an institution will be at a competitive disadvantage for recruiting without this type of relationship solution.”

65. Best Practices in CRM Recruiting

67. Once a ticket/case is logged and need to install or fix something in a classroom, dorm room, building…

68. Facilities can leverage to track their dispatch needs

69. IT or HR Help Desk:

70. Use for employee needs such as IT Help Desk or HR Help Desk

71. Use for employee/faculty/staff communication regarding institutional news, events, or announcements (like HR open enrollment)

72. B2B Relationships:

73. Track relationships and interactions with corporations (sponsors, career services, donors, partnerships for adult education)

76. 59% attend more than one school before graduating with a BA, up from 49% two decades ago 2 (NCES 2005)

79. Automated Comm Plans

80. Guide toward Inquiry Stage

81. Lower cost communication

82. Inquiry/Lead Mgmt

83. They showed interest

84. High-touch interaction

85. Guide toward Online App

86. Opportunity Management with Enrollment Stages (Accept, Admit, Enrolled)

87. Checklists

88. High-touch counseling

89. Testing

90. 1st Advisor Session

91. Enrolling in classes

93. Email Intake

94. Case Management

95. Workflow

96. Knowledge Management

97. Surveys

99. Workflow

101. Workflow

102. Task Management

103. Surveys

105. Strategic Vision-Best Practices

106. Complete Life Cycle deployment

107. Implementation Accelerators

109. Matriculation

110. Recruiting

112. Applicant Details Real time tracking of Recruitingand Matriculation details

114. Web Services, Mash-ups

115. Social Networking

116. Web Links

117. SIS IntegrationCampus Solutions

118. Q & A

120. For copies of PPT, please contact Patrick Sells