Preparing to Implement Contact Manager:

1

• Preparing to Implement Contact Manager
• CollegeNETs CRM Solution
• Mike Gardiner
• Account Manager
• CollegeNET

2

• What is a CRM?
• Customer
• Relationship
• Management

3

• The CollegeNET Solution
• Customization
• Workflow
• Communication
• Interaction
• Contact!

4

• Implementation Phases
• Design
• Develop
• Review
• Implement
• Go Live!

5

• Consulting?
• Consulting!

6

• Included in Development Costs
• CollegeNET representative on campus up to two
  days
• Same person will oversee development and
  implementation
• Brings the experience of over 600 CollegeNET
  clients to the table

7

• Design
• Discovery
• Goals
• Process Elements
• Data Transfers
• Build
• Workflow Outline
• Communication Verbiage
• Contact Record Layout

8

• Big Question
• How far do you want to go?

9

• Discovery Goals
• Institutional goals set down by dean, provost,
  president, etc.
• Departmental goals set by participating offices
• Individual goals put in place by users
• Improvement goals how can we be better?

10

• Discovery Process Elements
• Forms Inquiry, Application, Recommendation,
  Registration, Matriculation, Status
• Fees Application, Enrollment, Housing
• Communications Email, Snail Mail, Phone
• Events Visits, College Fairs, Open Houses
• Interviews Admissions Office, Department
• Decision Admissions Office, Department
• Workflow If X, then Y

11

• Discovery Data Transfers
• Incoming
• Purchased Lists
• Test Scores
• Undergraduate (SAT, ACT, etc.)
• Graduate (GRE, LSAT, AMCAS, etc)
• SIS Assigned ID Number

12

• Discovery Data Transfers

• Outgoing
• Address Labels
• SIS
• Event Identification
• Formatting
• Paper Documents
• Reports

13

• Discovery Summation
• By the end of this process, you should have a
  comprehensive list of
• Goals from all institutional levels
• Individual process elements to achieve those
  goals
• Data transfer events to facilitate the process

14

• Build Workflow Outline
• What is Workflow?
• The events and tasks that need to take place in
  the process
• The order in which they need to occur
• How each event/task affects later process elements

15

• Build Workflow Outline
• Based on elements found in the Discovery phase,
  you should now be able to answer

• What should happen?
• For whom?
• When should it happen?
• How should it happen?
• Is it automatic?
• If not, who is responsible?

16

• Build Workflow Outline
• Elements of a workflow outline Diagram

17

• Build Workflow Outline
• Elements of a workflow outline Detail

• Communication Examples
• Send application email when form is submitted
• Counselor to send application email when they are
  notified that application has been received
• System to send e-sponse Follow-Up Application
  when contact moves from prospect to applicant,
  but Trigger should be set to send in business
  hours.
• Dataflow Examples
• When status changes from Prospect to
  Applicant, make the following data adjustments
  Change status code from P to A, change
  communication track to Applicant, etc.
• When application is received data load 2 should
  process a file to SIS.

18

• Build Communication Verbiage

• Email
• Text
• Subject
• To/From
• Design
• Snail Mail
• Text
• Address
• To/From
• Design
• Phone
• Call Sheets
• Topics
• Standard Questions

19

• Build Contact Record Layout
• Based on your Discovery and Workflow steps, you
  can now design your Contact views based on

• Data Formatting Requirements
• SIS, List Uploads, Mail Merges
• Workflow Requirements
• Communication Requirements
• Ease-of-Use Requests

20

• Build Contact Record Layout

21

• Contact
• 80 Design
• 20 Development

22

• With Contact Manager, you can
• Build your process from the ground up
• Incorporate all aspects of your business model
  into one system
• Implement strategic goals for improving your
  models results
• Combine personalization and automation to make
  the best and most efficient contacts with your
  constituents