Bill hampton associate vice president enrollment management and marketing
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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. Prescott, Arizona. Daytona/ prescott. Daytona Beach. Over 150 Locations

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Bill Hampton Associate Vice President Enrollment Management and Marketing

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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


Prescott, Arizona

  • Daytona/prescott

Daytona

Beach


Over 150 Locations

Technology Enhanced Learning


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


Agenda

Problem

Vision

Partnership

Results

Future


Cell phone polls!


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The Problems…

  • 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


Strategic Commitment

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


Enrollment Management driven…


Partnership


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We began a transformation…


Accountable

Systematic

Transparent


Our solution…


Investment in technology and reshaping organizational design and culture

24/7

Operations Center

Prospect Management

CRM


Marketing and Enrollment Management Organization


prospectmanagement


targeted communicationsemail, phone, and mail


Prospect Stages/Segmentation

Prospect-Cold

Marketing House List

COLD

Prospect-Warm

Prospect-Warm Reengaged

WARM

Prospect-Hot App Started

HOT


Overwhelming Demand for Student Inquiries

Student- centric

Unpredictable

Interrupt-Driven

Process-Centric Predictable

User-Driven


100% Dedicated Staff


Embry-Riddle WorldwideInverts the Circle—Long-Term Goals Executed

Inverting the circle allows Worldwide to focus on core functions:

Example Results:

FA Performance / Student Satisfaction

24/7 Multimodal

“TIER 1”

student support

Example Result:

Student Satisfaction

Improves


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Results


ApplicationsAdmissionsFinancial Aid


Application Growth

6.74% Increase over previous year

9.89% Increase over previous year

.12%

Increase over previous year


10.5% Increase in Admissions

14,540 accepted in 2009-10

16,068 accepted in 2010-11


Financial Aid Disbursement Growth


Financial Aid - Students Served


ERAU-Worldwide Before & After

High Volume

(emails and phone calls, both domestic and international)

Volume Virtualized

Majority of calls /inquiries handled by Presidium

  • 23% increase in total packages awarded in 6 months

  • Disbursed >$3Mdollars in one day – largest amount in school history

  • High Customer Satisfaction Ratings

Low Productivity

slow turn around on processing

High Productivity

Staff able to focus on core functions/ absorb additional processes

Stakeholders Frustrated and Disengaged

Staff and students alike looking for better service

Rebuilding

Confidence

With students, staff and administrators.

Long Hold Times

To reach live people

Offices Able to Be Proactive not Reactive Students able to schedule calls in advance


Support increased marketing efforts…


Social Media / Online Marketing


Social Media / Online Marketing


Social Media / Online Marketing


Social Media / Online Marketing


Power of Increased Conversions

35+%

80+%

85+%

RETENTION

18%

72%

65%

Inquire Apply Accept Enroll Retain Graduate


What’s next?


  • Admissions communications

  • New student conversion

  • Retention


Marketing and Enrollment Management


John Watret, Ph.D.

[email protected]

Bill Hampton

[email protected]

Becky Vasquez

[email protected]


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