Student Lifecycle Journey

Student Lifecycle

Journey

Richard Green

[email protected]

@rich_jg

Universities must adapt to the new student journey

Your students are your customers

Retain

Deliver a rich experience

throughout the student

journey. Your current

students will be future

advocates and generate a

source of revenue

Attract

Market smarter to

plan and deliver

engaging campaigns,

events and information

across both traditional

and social channels

Recruit

Provide your team with

tools to process

Attract new students

Prospect

Applicant

Student

Alumni

Caps on student numbers will be

removed in 2015-16

Students will have greater

freedom of choice and are

consumer savvy

Higher Education is highly

competitive

Customers are

70%

Attract new students

Prospect

Applicant

Student

Alumni

6.8

+

BILLION

on mobile

150

TIMES A DAY

A person checks their

phone on average

400

+

MILLION

Tweets per day about

products services &

brands

1.7

+

BILLION

Drive focused personalised campaigns, based on insight

Multi-Channel Campaigns

Increase scalability and staff productivity through automated

marketing activities, engaging customers via their channel of choice.

Events Management

Encourage prospects to visit your university by hosting events such as open days. Gain feedback from prospects.

Prospect Management and Scoring

Improve prospect to student conversion rates by focusing marketing efforts on highly engaged prospects

Measure spend and ROI

Understand what people are saying about you

Brand sentiment analysis

Gain insight and learn what people really think and feel about your university across the globe

Competitive Intelligence

See how you measure up against the

competition. Identify differentiators, strengths, and weaknesses

Campaign monitoring

Higher ROMI and conversion rates

x4

increase in customer

touch points without

adding extra staff

25%

Increase in applications

in first year

$300k

savings per year

bringing prospect

outreach in-house

Recruit Students

Prospect

Applicant

Student

Alumni

Student numbers have

been in decline

Enrolments decreased 6%

from 2011/12 to 2012/13

Alternatives such as

apprenticeships growing

86%

of customers are

willing to pay more for

a better customer

Empower your staff to recruit the right candidates

Student Lifecycle Management

Track conversion of prospects to applicants to students. Enable the University to identify where it loses loyalty and needs to focus its efforts to improve satisfaction and conversion.

Admissions Management

Increase staff productivity through streamlined business processing and decrease in manual tasks

Online Real-Time Bookings

Increase staff availability by reducing the overhead in managing interview scheduling

Operational Analytics and BI

Increase visibility into the university and its operations to improve decision making

Mobile Working

Retain Customers

Prospect

Applicant

Student

Alumni

1

st

_{year drop out rates are}

above 5% on average -

direct revenue impact

Your students need to be

advocates

Lost relationships with

Alumni decreases revenue

Just 1

negative post on a

Give your staff tools to deliver a great student experience

Single view of the Student

Increase visibility of the student journey from prospect to alumni

Multi-channel communications

Reduce cost to serve by engaging cross channel

Enquiry Management

Increase staff productivity by streamlining processes, actions and insights

Knowledge base

Reduce staff costs for enquiry handling by identifying enquiry trends and resolving problem areas to access of information

Scheduling and Resource Management

Improve workforce scheduling by understanding enquiry demand and resourcing staff appropriately to reduce costs

Operational Analytics and BI

Increased student retention

“Microsoft Dynamics CRM

captures every student

interaction, from first contact

through to enrolment and post

enrolment. Workflow tools for

productivity and collaboration

help drive higher levels of

efficiency.”

Matthew Zealand,

Chief Information Officer, Liberty University



increase in student

retention

Student

Relationship

Management

Tablet

Desktop

Phone

Cloud

On-Premises

UK Higher

Education

Sample

customers

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION

Thank You

Richard Green

[email protected]

Microsoft for Higher Education

Web site Windows

Azure UCAS \ SITS Students & Prospects Self Service Portal Contact Centre Portal integration External Existing New

Customer Service Management Process and Activity Management Campaigns and Event Management

Knowledge Management Communication Management Document Management Web Integration Management Information Email Agent Access Outlook Offline Browser Devices Users SharePoint Content Management System Templates, KB & Literature I I Agresso \ SAP \ Blackboard

Enquiries and Service Requests Tasks, Queues, Workflow,

Activity Plans, Student Journey Processes Recruitment, Applicant Day Marketing, Outreach and Insight

FAQ, KB, Help

Email, SMS, Web chat, Lync and Skype Online Applications, Documents Reports, Dashboards, Decision Support