This is the second presentation in the Apex IT series on CRM On Demand: CRM for the Entire Constituent Life Cycle. this presentaton focuses more on Recruting and featured Mike Statmore, CIO at Post University. Apex IT implemented CRM On Demand at Post in 2010-2011 as part of their overal enterprise stratgey focused on improving their students experience from prospect to Alumni.

1. September 21, 2011
Oracle CRM On Demand-
CRM for the Entire Constituent Life Cycle
Recruiting and Matriculation
Patrick Sells | Apex IT Higher Education Practice
Mike Statmore | CIO, Post University
Slide 1

2. Program Agenda
 Introduction
 Apex IT
 CRM in Higher Education
 Recruiting
 CRM On Demand at Post University
 Matriculation
Program Objective
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
Slide 2

3. Who is Apex IT?
 An Oracle Certified Platinum Partner, Apex IT supports the
core platforms of the Oracle Applications Suite, including:
− CRM On Demand
− PeopleSoft Enterprise
− Siebel
− Oracle E-Business Suite
 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
− Management Consulting
“Apex IT is a gem that is − Web Services Development
consistently under − Upgrade Lab
budget and on time.” − Managed Services
- Paul Greenberg, − Hosting
CRM at the Speed of Light
Slide 3

4. Apex IT Customers
Slide 4

5. 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.”
Slide 5

6. Defining CRM
Constituent Relationship Management
Inquiry to Application
Inquiry
360o
Student
Slide 6

7. Defining CRM
Constituent Relationship Management
RECRUITING
 Focused on Prospects and
Inquiry to Application
Inquiries
 Generate awareness and define
your brand via marketing
 Track campaigns and
effectiveness
 Drive Prospects toward inquiry Inquiry
so you can personalize and tailor
the experience
 Guide Inquiries to
Application
 Multi-Channel Communication
360o
Plan
Student
BENEFITS
 Increase Inquiries
 More Applicants
 Lasting first impression
 Automation allows more with less
Slide 7

8. Oracle CRM On Demand
Comprehensive On Demand CRM
Solution (SaaS)
Built in analytics / data warehouse
Rapid configuration and deployment
Integration to external applications /
other Oracle apps
Industry leading Oracle technology
Deployment Options
Single vendor commitment
Slide 8

9. Best Practices in CRM
Recruiting
BEST PRACTICE TRANSFORMATIONAL
 Prospect in CRM instead of SIS  Pre-App Submit data in CRM for quick
reminder to finish
 Automated/Multiple intake channels [online
inquiry forms, list imports from aggregators,  5 minute response from online inquiries
test score loads, email inquiries] tracking
multiple sources  Automate Multi-Channel communications
that are connected and trigger off of
 Track all interactions each other (integrated)
 Multiple Communication Channels based  Predictive Modeling scoring of
on audience: Prospects/Inquiries that dynamically
− Direct Mail changes your Comm Plan…
− Phone  That is automated… daily
− Email, Online Web Forms (surveys,
newsletters), Prospect Portal  Leverage Social Media, and is integrated
− Chat  Mobile CRM for Recruiters/Counselors
− SMS Text
− In Person
− Smartphone App
Slide 9

10. Increased Recruiting Yield Through Multi-Channel
Marketing
Strategy to Address Solution Enablement KPI
• Increase Prospect to Inquiry • CRMOD: Test Score and Prospect Import • # of Prospects
conversion through quicker, high- into CRM OD • % of Prospect to Inquiry Conversion
touch, lower-cost response • ODM: Email to Prospect with link to online • Time to follow-up
Inquiry Survey • Avg. duration of conversion
• Increased Inquiry to Applicant • ODM: Personalized content in emails and • # of Inquiries
conversion through online online microsites, driving Inquiry to apply • % of Inquiry to Applicant Conversion
nurturing • CRMOD BI: Predictive scoring of Prospects • Time to follow-up
and Inquiries on likeliness to matriculate • Avg. duration of conversion
• ODM: Online Inquiry Forms created as
Leads for immediate follow-up
• Increased Application to • CRMOD: Track interactions and tasks • # of Applicants
Enrollment yield through • ODM: Communication (email, letters, etc) • # of stealth applicants
checklists and process through enrollment, educating about student • % of Inquiry to Applicant Conversion
life
Recruiting Funnel
Prospect Inquiry Applicant Matriculate
• HTML Emails • Inquiry/Lead Mgmt • Opportunity Management with • Testing
• Automated Comm Plans • They showed interest Enrollment Stages • 1st Advisor Session
(Accept, Admit, Enrolled)
• Guide toward Inquiry Stage • High-touch interaction • Enrolling in classes
• Checklists
• Lower cost communication • Guide toward Online App • Communicate about On-Campus
• High-touch counseling services and events
Slide 10

11. Recruiting in CRM On Demand
Example Process & Capabilities
Design Generate Load & Track Drive Suspects Guide Prospect
Comm Plan Awareness Suspects Toward Inquiry Toward Application
Features Examples
1. Multi-Level Program/Campaign Hierarchy to layout all  Supports B2C and B2B recruiting and marketing such
as tracking billboard, print, TV, web/banner or radio ads
2. Determine target audience, objective, message
3. Create and store collateral  Separate programs for Undergrad, Grad, Distance
Learning, by department, or by campus
4. Track budget, and projected vs. actual costs
 Layout a multi-channel automated campaign
5. Forecast Key Performance Indicators (KPIs)
1 2 3 4 5
Program
Determine Create Track Forecast
Audience Collateral Costs KPIs
Campaign Campaign − Potential students
− Undergraduate students
− Graduate students
− Faculty, Staff
− Businesses/corporate
Activity interests
− Parents
− Alumni
Slide 11

12. Recruiting in CRM On Demand
Example Process & Capabilities
Design Generate Load & Track Drive Suspects Guide Prospects
Comm Plan Awareness Suspects Toward Inquiry Toward Application
Features Examples
1. Execute awareness campaign(s), directing suspects to respond  Create Applicant Inquiry Form posted on your website
via multiple channels (Web Inquiry, Phone, Email, Card) that can create a Prospect record in CRM
2. Load suspects from lists including test score loads, preventing  Multi-Channel comm plans can include emails, web
duplicates. Automated suspect/prospect assignment engine forms, surveys, SMS, phone/scripting, chat, prospect
assigns Lead/Suspect to recruiter. portal
3. Reach out to Suspects. Once they respond, automated  Recruiters segment and send individual communication
triggers segment and pull Prospects into a multi-step, multi- using branded templates with consistent messaging
channel Comm Plan / Dialog, guiding them toward application.
 Non-Responders can flow into different comm plan
1
Student Automated
Online
Responds A.I.F. Personalized
Application
to Ad Comm Plan
2 3
List Recruiter
Loads Reach Out
Web E-mail Mail Phone Chat SMS In-
Person
Slide 12

13. Oracle CRM On Demand-
Post University’s Perspective on CRM
Mike Statmore, CIO Post University
Slide 13

14. Post University’s Perspective
Integration
Workflow
Communication
Slide 14

15. Oracle CRM On Demand With Apex IT
 Higher Education
Expertise
 Strategic Vision-Best
Practices
 Complete Life Cycle
deployment
 Implementation
Accelerators
 SIS Integration
Slide 15

16. Oracle CRM On Demand With Apex IT
 Student Success
Accelerators:
 Matriculation
 Recruiting
 Student Services
Slide 16

17. Matriculation
• Matriculation follows students throughout their entire educational career.
• It links student services, instruction and research so that students can be successful.
• It supports the education of every person who desires to pursue an advanced degree.
• It supports persistence of students of color and immigrants.
• It provides core services and support so students are able to make better and more
relevant choices.
• A student can seek access to any CCC and expect to have a similar experience with
respect to applying, being admitted, completing assessment, receiving counseling
services and assistance with registration.
• It is integrated into the college culture and fabric, has become a core college service
and function.
• It is not based in silos but is institutional.
CALIFORNIA COMMUNITY COLLEGES
MATRICULATION STRATEGIC PLANNING SURVEY RESULTS
September 2010
Slide 17

18. Applicant Details
Real time tracking of
Recruiting and
Matriculation details
Slide 18

19. Contact Reports
Slide 19

20. Slide 20

21. Additional Information
CRM On Demand Webinars:
Recording CRM On Demand: CRM for the Entire Constituent Life Cycle
Recording CRM On Demand: Recruiting and Matriculation
Mike Statmore – CIO, Post University
Oct 5, 2011 CRM On Demand: Student Services for Higher Education,
2:00 ET Integration and Expansion
Marcus Stewart- Manager, Contact Center-Student Services,
Georgia Perimeter College
Eric Steege, CRM On Demand Consultant, Apex IT
Contact Information:
 Patrick Sells patrick.sells@apexit.com 678.575.2905
Session Information:
 Sessions are being recorded and we will send a link to that recording
 For copies of PPT, please contact Patrick Sells
Slide 21

22. Integration and Expansion
 CRM On Demand
Designed to Integrate Campus Solutions
 Web Services, Mash-
ups
 Social Networking
 Web Links
 SIS Integration
Slide 22

23. September 21, 2011
Oracle CRM On Demand-
CRM for the Entire Constituent Life Cycle
Recruiting and Matriculation
Patrick Sells | Apex IT Higher Education Practice
Mike Statmore | CIO, Post University
Slide 23