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Utilizing No/Low cost solutions for Maximizing Admission Efficiencies. By: Mary Wislotski & Jill Motyka Bay Path College. About Bay Path College. Founded – 1897
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Utilizing No/Low cost solutions for Maximizing Admission Efficiencies By: Mary Wislotski & Jill Motyka Bay Path College
About Bay Path College • Founded– 1897 • Location – Main campus in Longmeadow, Mass., located in Western Massachusetts, close to Boston and New York; additional sites in Sturbridge andBurlington, Mass. • Number of students – Over 2,300 • Student body – over 20 states and 10 countries represented; more than 90 percent of first-year students live on campus. • Average class size – 17 • Faculty – Over 70% hold doctorates or highest appropriate professional degree. • Degrees conferred – Bachelor of Arts; Bachelor of Science; Associate of Science; Master of Business Administration; Master of Science; Master of Occupational Therapy. • Affiliations – Member of the Cooperating Colleges of Greater Springfield, an eight-college consortium: American International College, Elms College, Holyoke Community College, Springfield College, Springfield Technical Community College, Western New England University and Westfield State University. • Financial aid – More than 95% of accepted full-time qualifying traditional undergraduates receive some type of financial aid assistance • Alumni – More than 12,000 worldwide. • As of JULY 1st we are now Bay Path University!
Challenges • 4 person admissions team doing the job of 5 positions • Lack of CRM • Connecting with people during workday • People connecting with us
Lack of CRM - History • Each counselor kept track of inquiries a different way • Other campuses did not have access to tracking method • No standard inquiry flow/contact
Lack of CRM - Solution • Utilize shared spreadsheets • We use Google Docs • Formulas built in for inquiry flow • Canned emails built for each inquiry stage • All staff has instant access to updates • Other options may be available through programs such as Excel • Cost - $0
Lack of CRM – Things to consider • Assessment tools to measure marketing, demographics, etc. • Make sure we are not violating FERPA/Privacy policies • Research options that integrate with current University systems • Low cost CRM options available • Sugar www.sugarcrm.com • Zohowww.zoho.com
Central Email Address - History • Problems in past with over-using this option • Email address for each counselor • Email address for each campus • Email address for specific programs/departments
Central E-mail Address -Solution • Utilize Gmail account with generic address • Cost - $0 (built into contract with Gmail)
Central Email Address – Things to Consider • Utilize on marketing materials • All staff has access to • Outside of admissions we can direct third-party vendors • Ideal for using temps
Central Phone Number - History • Problems in past with multiple numbers • Direct number for each counselor • Direct number for each campus • Some campuses are connected within system, others are not • Direct numbers for specific programs/departments
Central Phone number - Solution • A virtual number, also known as DID or access number, is a telephone number without a directly associated telephone line. Usually these numbers are programmed to forward incoming calls to one of the pre-set telephone numbers chosen by the client; either Fixed, Mobile or VoIP. A virtual number can work like a gateway between traditional calls (PSTN) and VOIP. (source: EasyRinger.com) • Google Voice • Phone number can be directed to any other number • Can be directed to ring at multiple numbers • Can schedule where/when the number is directed • When call is not answered, goes to a general voice mail. Transcript available through central e-mail • Out going calls can be made through app and shows up as Google number, not personal cell phone. • Calls received since using (1 year): 1,305 • Cost: $0
Central Phone number –Things to consider • Must remember to change where number is directed • Other options: • Vonage www.vonage.com • EasyRinger www.easyringer.com
Scheduling tools - History • We require all prospect to meet with us (phone or in-person) as part of the admissions process • Not everyone had access to counselor’s schedule – Had to talk directly to counselor • Appointments could only be scheduled during normal business hours
Scheduling Tools - Solution • TimeTradewww.timetrade.com • Link is shared with all staff • Link can be included in canned emails • Students can schedule at their convenience • Intro/landing page can be customized • Student and Counselor automatically receive confirmation • Can be used for other department such as advising and career services • Links to Google Calendar • Approximate Appointments made in a 12-week period: 160 • Cost: $99/person annually
Scheduling tools – Things to consider • Appointments slots are booked as reoccurring - be careful of holidays! • Assessment parameters • Other services (pricing and features vary): • Appointywww.appointy.com • BookFreshwww.bookfresh.com • AcuitySchedulingwww.acuityscheduling.com
Texting - history • Do not provide counselors company cell phones to use • Wanted to give students another way to contact us
Texting - solutions • Trumpia • Provided short code that could be put on marketing • Counselors could receive/respond through app or website • Could create text blasts • Cost: $95/month
Texting – Things to Consider • In the end we discontinued use. • Not applicable for our demographic • Example of a low cost option with minimal risk • If we needed this option it could be done through Google Voice • Other services (pricing and features vary): • ProTextingwww.protexting.com • TXTImpactwww.txtimpact.com • EZ Texting www.eztexting.com
Chat - history • Ability to communicate immediately and answer questions for people that visit website • Used third party service for graduate programs • Having problems reaching demographics
Chat - solution • LiveChat • Can be coded into our website • Up to three employees can chat at once • Using employees allows for greater response integrity • For training purposes, easier to keep in house • Ability for someone to “leave” a message when there is not availability • Can be accessed through computer, smart phone or tablet • Analytics built in • Cost: $9.99/month
Chat – Things to consider • Training!!! • Be careful of text talk • Content knowledge • Other services (pricing and features vary): • BoldChat www.boldchat.com • LiveZilla www.livezilla.net • Velaro www.velaro.com
E-Blasts - History • Time consuming to send emails individually • Limited to text format in standard email
E-Blasts - Solutions • Constant Contact • Email can go to large numbers of contacts • Can customize with graphics, colors, etc. • Measurement tools • How many people opened • What links were clicked on • Cost: $110/mo
E-Blasts – Things to consider • Be sure to use an opt out option • Branding is important • Offers a less “salesy” approach • Other services (pricing and features vary): • MailChimp www.mailchimp.com • iContactwww.icontact.com
Other Suggestions… • Social media: LinkedIn, Facebook, etc. • Press releases • Online Payment Processing: Paypal
Options are limitless! • Be sure to use assessment tools to gauge effectiveness • Set time periods to re-assess • Utilize application best practices • Develop internal best practices • Have some fun with it!
