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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
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

slide3

Prescott, Arizona

  • Daytona/prescott

Daytona

Beach

slide4

Over 150 Locations

Technology Enhanced Learning

slide13

Agenda

Problem

Vision

Partnership

Results

Future

slide15

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slide16

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
Strategic Commitment

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

slide21

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slide23

Accountable

Systematic

Transparent

slide25

Investment in technology and reshaping organizational design and culture

24/7

Operations Center

Prospect Management

CRM

prospect stages segmentation
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
Overwhelming Demand for Student Inquiries

Student- centric

Unpredictable

Interrupt-Driven

Process-Centric Predictable

User-Driven

embry riddle worldwide inverts the circle long term goals executed
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

slide36

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application growth
Application Growth

6.74% Increase over previous year

9.89% Increase over previous year

.12%

Increase over previous year

10 5 increase in admissions
10.5% Increase in Admissions

14,540 accepted in 2009-10

16,068 accepted in 2010-11

erau worldwide before after
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

power of increased conversions
Power of Increased Conversions

35+%

80+%

85+%

RETENTION

18%

72%

65%

Inquire Apply Accept Enroll Retain Graduate

slide52

Admissions communications

  • New student conversion
  • Retention
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