Bill Hampton Associate Vice President Enrollment Management and Marketing

1. 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

3. Prescott, Arizona • Daytona/prescott Daytona Beach

4. Over 150 Locations Technology Enhanced Learning

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

13. Agenda Problem Vision Partnership Results Future

14. Cell phone polls!

15. Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

16. 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

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

19. Enrollment Management driven…

20. Partnership

21. Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

22. We began a transformation…

23. Accountable Systematic Transparent

24. Our solution…

25. Investment in technology and reshaping organizational design and culture 24/7 Operations Center Prospect Management CRM

27. Marketing and Enrollment Management Organization

28. prospectmanagement

29. targeted communicationsemail, phone, and mail

30. Prospect Stages/Segmentation Prospect-Cold Marketing House List COLD Prospect-Warm Prospect-Warm Reengaged WARM Prospect-Hot App Started HOT

32. Overwhelming Demand for Student Inquiries Student- centric Unpredictable Interrupt-Driven Process-Centric Predictable User-Driven

33. 100% Dedicated Staff

34. 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

36. Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

37. Results

38. ApplicationsAdmissionsFinancial Aid

39. Application Growth 6.74% Increase over previous year 9.89% Increase over previous year .12% Increase over previous year

40. 10.5% Increase in Admissions 14,540 accepted in 2009-10 16,068 accepted in 2010-11

41. Financial Aid Disbursement Growth

42. Financial Aid - Students Served

43. 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

44. Support increased marketing efforts…

45. Social Media / Online Marketing

46. Social Media / Online Marketing

47. Social Media / Online Marketing

48. Social Media / Online Marketing

50. Power of Increased Conversions 35+% 80+% 85+% RETENTION 18% 72% 65% Inquire Apply Accept Enroll Retain Graduate