Enhancing Higher Education with CRM Solutions

1. “This presentation is for informational purposes only and may not be incorporated into a contract or agreement.”

2. This document is for informational purposes.  It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.  The development, release, and timing of any features or functionality described in this document remains at the sole discretion of Oracle.  This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle.  This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle.   This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates.

4. Cheryl Crawford Principal Sales Consultant Joe Burkhart Director Higher Education “This presentation is for informational purposes only and may not be incorporated into a contract or agreement.”

5. CRM for Higher Education Oracle Student Recruitment

6. Key Constituents Prospective Students & Parents Current Students Alumni & Friends Faculty, Staff & Retirees Visitors & the Community Economic Partners The ability to learn more about our customers faster than the competition. Business Intelligence Data >>> Information >>> Knowledge The ability to turn that learning into action faster than the competition. RELATIONSHIP MANAGEMENT Knowledge >>> Empowerment >>> Action 6

7. What CRM really is ... • Entire new markets have emerged to address the issues of Customer Relationship Management. This has created confusion on what CRM really is ... • the management of all customer facing functions through • a comprehensive set of strategies, processes/metrics, technology systems and organizational structures • that allow companies to attract, retain, service and expand customer relationships • in a way that builds sustainable customer loyalty and business value to the organization. Harvard Business Review 7

8. Web Recruiting Student Life e-Mail Admissions AcademicAdvising In Person RecordsandRegistration Housing Institution Fax FinancialAid AlumniAffairs Phone StudentAccounts Alumni Develop. Mail Disparate Experience

9. Singular Experience Multi-Channel Web e-Mail In Person Fax Phone Unified Channels 9

10. Prospective Students & Parents Alumni & Friends Visitors & the Community Current Students Faculty, Staff & Retirees Economic Partners Key Constituents - Relationships 10

11. Prospective Students & Parents Alumni & Friends Visitors & the Community Current Students Faculty, Staff & Retirees Economic Partners Key Constituents - Relationships 11

12. Identify Markets Alumni & Life Long Learners Prospect Generation Student Student Services Cultivate Inquirers Student Aid Application & Admissions Enrollments Cultivate the Entire Relationship Service & Retention Recruiting Admission & Enrollment

13. Kiosk Counter Call Center Internet Interactive TV Mail Hand- held e-Business in Higher Education

14. Business Strategy for Higher Education • Processes that comprise the Scope of CRM Strategy: • Oracle Student Recruitment – the key process in Higher Education include functions related to Student Recruiting and Campaign Management ( Communication Plans) • Student Retention • Customer Support – Improve Student retention by providing personalized 24/7 service • Oracle Help Desk • Robust Analytics • Daily Business Intelligence

15. Solving Common Recruiting Problems • Target Your Most Desirable Candidates • Focus Your Efforts on Them • Capture and Leverage Information about Them • Personalize Your Communications • Report, Manage, Adjust – Real Time

16. Traditional Recruitment Goals • Increase Enrollment • Increase the Academic Profile of the Entering Students • Increase Diversity on Campus • Improve the Overall Process of Prospective Students • Being Able to Choose Your Entering Class Rather Than Waiting For Them to Choose You • Enable Recruitment and Retention Efforts to be Shared Throughout Various Departments

17. Why Implement CRM Solutions? • Improved Service and Satisfaction multi-modal, 24 x7 information access comprehensive view of interactions increased responsiveness and personalization overcome organizational stovepipes • Reduced Costs through Self Service and Automated Processes • Improved Internal and External Communication - and Real Time Information Sharing • Improved Recruitment and Retention

18. Oracle Student Recruitment: Value Proposition • List Management • Campaign Planning • Events Planning, Execution & Registration • Communications Management (ad hoc, automated, recurring, event triggered, high volume mass mailing) -- via email, fax, print, web and third party fulfillment houses • 360 Degree View of the Person • Single Database – One Platform

19. D E M O N S T R A T I O N Oracle Student Recruitment

20. University of San Diego “We’ve been able to execute our entire recruitment plan for the spring semester and are underway in doing so for the fall semester. We’re able to communicate better and faster with students when we manage their applications and we’re able to interface with all of our existing campus systems until those implementations are put into place.” Steve Pultz, Director of Admissions University of San Diego • Provide information to recruits earlier and better target messages to their interest • Higher recruitment response rates at a lower cost • Improved capability to attract desired students

21. Additional Recruitment Components: • Call Guided Assistance – Scripting • Web Event Registration – Scripting / iStore • Automating Email Responses – Email Center • Online Survey Capabilities – iSurvey • Call Center Routing – Advanced Inbound • Automated Outbound Calling – Advanced

22. Oracle Help Desk: • Personalized 24/7 Support to Constituents • Knowledgebase searches to Frequently asked questions • Interactive Online Forums

23. Robust Analytics: • Marketing Business Intelligence • Sales Business Intelligence • Service Business Intelligence • Interaction Center Intelligence • Balanced Scorecard • Discoverer – Ad Hoc

24. Q & A

25. Vision University Thank you ! Cheryl Crawford CRM Sales Consultant cheryl.crawford@oracle.com