CampusCRM High Level Overview Valerie Pena, Implementation Team Member & Project Manager – PAGR

1. CampusCRM High Level Overview Valerie Pena, Implementation Team Member & Project Manager – PAGR Chris Foley, Director Undergraduate Admissions – IUPUI Sara Chambers, Director Enterprise Software - UITS

2. About CampusCRM CampusCRM helps institutionsmanage marketing, recruiting, and admissions activitiesand measure effectiveness, productivity, and retention in a strategic, closed-loop manner with proven technology and expertise instudent lifecycle management.

3. Multi-channel CRM Solution

4. CampusCRM Modules • Email Service • Recruiting • Campaign/Marketing Management • Knowledge Base • Portal • Analytics • CTI (Phone Integration) • Chat • Proactive • Re-Active • Application Management • Event Management • Co-Browse

5. Growth Focused Institutions • Multiple brands and campuses • Multiple delivery types: online, on-ground, blended • Multiple degree levels: degree, certificate, continuing Ed • Multiple student segments and recruiting channels: Prospect vendors, affiliates, alumni remarketing

6. Student Recruiting Lifecycle Retain Student Campaign Activate Student Campaign Students Admissions Academics Alumni Marketing and Recruiting

7. Manage and Measure • “Students”, “Contacts” – Leads, Students, Alumni • Interactions- All conversations • Campaigns-Marketing and informational events • Chat • Event Management • Conversions and completions

8. Institutional Challenges • Speed “Call web inquiries within minutes” • History “Track multiple lead sources per student” • Visibility “See when new leads come in” • Process “Every campus does it differently” • Reporting “I run that report 10 times a day” • Recruiters “Know which schools to target first”

9. Admissions: What Will CRM Do for Me? • Help me know my students • Manage processing of students from lead to start • Measure my conversion performance against goals • Measure my contribution to campus goals

10. Management: What Will CRM Do for Me? • Monitor and load balance lead flow • Manage term starts against goals • Measure and compare performance ofrepresentatives and teams • Work with Marketing to optimize assignments and performance

11. Marketing: What Will CRM Do for Me? • Analyze campaign performance against goals • Optimize marketing and recruiting based on performance • Rank best lead sources by program, source, segment • Measure cost, revenue, and outcomesby program, source, segment

12. Account Manager: What Will CRM Do for Me? • Manage my accounts and affiliates • Identify my best lead generation sources and activities • Measure my account performance against goals • Build the reputation of my institution based on results

13. Application Admin: What Will CRM Do for Me? • Enable business owners to set business rules • Standardize data entities and allow business rules to vary by business unit (campus or brand) • Unify and standardized data used across the institution • Analyze operational data in real-time vs. offline reports • Create data entities and attributes unique to the institution

14. Implementation Structure • LC Exec Committee • Policy approval -High level prioritization • LC Implementation Task Force • Operational steering • Propose policies and priorities • Project/System Mangers • Develop implementation strategies • Points of contact with CMC • Security/other system settings • Local Implementation Teams • Local system experts • Detailed operation within school or department • Recommend system changes

15. LCITF Members • Barry Walsh, OVIP, Chair • Jim Perin, IU Foundation • Jim Kennedy, Student Enrollment Services • Beth Cate, Office of University Council • Valerie Pena, PAGR • Becky Porter, IUPUI Student Enrollment Services • Sonya Stephens, Vice Provost for Undergraduate Education IUB • Pete Yoder, Alumni Association • Frank Acito, Kelly School, IUB school representation • Stephen Hundley, IUPUI school representative • Jack Tharp, Regional Representative • Victor Borden, Institutional Reporting

16. Questions, Answers & Discussions