A T D T E C H W E B I N A R S E R I E S 2

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1 A T D T E C H W E B I N A R S E R I E S 2

2 ACHIEVING THE DREAM STAFF Lisa Nitze Vice President for Strategic Partnerships Caitlin Donnelly Strategic Partnerships Coordinator A T D T E C H W E B I N A R S E R I E S 3

3 AGENDA About the Webinar Series Our Panelists Jeff Fanter, Senior Vice President for Student Experience, Communications and Marketing, Ivy Tech Community College Brian Dycus, Director, Blackboard Education Services Presentation: Investing in Success: Sustainably Implementing High-Impact Educational Practices at Community Colleges Q&A and Discussion A T D T E C H W E B I N A R S E R I E S 4

4 TECHNOLOGY SOLUTIONS WEBINAR SERIES ATD Institutions increasingly turn to technology to improve student success outcomes Intended to provide information about promising technology solutions An opportunity to stay informed in a rapidly changing education technology environment A T D T E C H W E B I N A R S E R I E S 5

5 OUR PANELISTS Jeff Fanter Senior Vice President for Student Experience, Communications and Marketing Ivy Tech Community College Brian Dycus Director Blackboard Education Services A T D T E C H W E B I N A R S E R I E S 6

6 A T D T E C H W E B I N A R S E R I E S 7

7 IVY TECH COMMUNITY COLLEGE Institution Overview Indiana s largest community college system Open enrollment vision and mission Performance-based funding institution Enrollment Requirements New student orientation Assessment and placement Academic advising Timely registration A T D T E C H W E B I N A R S E R I E S 8

8 OUR AGENDA 1 Ivy Tech: Enrollment Service Challenges 2 Inbound Service Solutions 3 Proactive Outbound Solutions 4 Results: Satisfaction and Enrollment Growth A T D T E C H W E B I N A R S E R I E S 9

9 Needs and expectations OUR SERVICE CHALLENGES Service infrastructure did not match student demand. Long lines at peak periods 19 minute wait times 50% call abandonment Widening service gap Time A T D T E C H W E B I N A R S E R I E S 10

10 OUR SERVICE CHALLENGES Systems Support Student Affairs Financial Affairs Registrar Student Student Accounts Advising Admissions Financial Aid A T D T E C H W E B I N A R S E R I E S 11

11 NEGATIVE IMPACT ON ENROLLMENT Supporting students through the admissions process is central to high application yield. 120, ,000 80,000 99, , % 80.0% 70.0% 60.0% Increased investments in inquiry generation Losing students in the enrollment funnel Declining ROI on marketing investments 60,000 40,000 20, % 43.8% 45,861 45, Applications Enrollments Application Yield 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% A T D T E C H W E B I N A R S E R I E S 12

12 OUR SOLUTION: STREAMLINED PATHWAY Students or Instructors Technology Solutions Blackboard SmartView Advisors A T D T E C H W E B I N A R S E R I E S 13

13 SELF-HELP PORTALS BLACKBOARD SMARTVIEW Self-Help Portal Status Trackers A T D T E C H W E B I N A R S E R I E S 14

14 SERVICE INFRASTRUCTURE: INBOUND Technology Blackboard SmartView Software Platform Multi-modal communications technology Rapid systems integration Staffing First line of support during business hours Extended hours for campus service centers Fast, accurate, studentcentric service A T D T E C H W E B I N A R S E R I E S 15

15 PROACTIVE OUTREACH CRM-based student outreach strategies, marketing automation, and targeted messaging. Outreach to students and prospective students to help them move through the enrollment funnel. Apply & Enroll Register/ Re-Register Advanced reporting for enrollment funnel conversions, service resolution, and lost sheep. Student Accounts Financial Aid A T D T E C H W E B I N A R S E R I E S 16

16 OUTBOUND ENROLLMENT Attends event; submits web RFI from her ipad Hosting Web RFI Forms Contacted quickly by Blackboard advisor Conversation about benefits of transferring to a 4-yr college after Ivy Tech Fast Response Rate Radius CRM Enrollment Advisors Lead Enroll Receives personalized transfer to 4-year college Strategic Comm Plans Targeted Messaging A T D T E C H W E B I N A R S E R I E S 17

17 IMPACT OF IMPROVED SERVICE Inbound Support 120,000 Enrollment Improvement 70.0% Average Response Time 18.3 seconds 100, , % 95, % 60.0% 50.0% 80,000 Call Abandon Rate 7.8% 60, % 45,265 45, % Resolution Rate 92% 40,000 20, % 10.0% Student Satisfaction 66.5 Net Promoter Score Applications Enrollments Application Yield 0.0% A T D T E C H W E B I N A R S E R I E S 18

18 KEY TAKEAWAYS Long-term student success starts in admissions with highimpact practices: orientation, advising, assessment, and timely registration. Additional service support is necessary to preserve application yield, and support the mission of open enrollment institutions. Investments in technology and partnerships can enable improved service infrastructure and enrollment growth. A T D T E C H W E B I N A R S E R I E S 19

19 Q & A AND DISCUSSION Jeff Fanter Senior Vice President for Student Experience, Communications and Marketing Ivy Tech Community College Brian Dycus Director Blackboard Education Services A T D T E C H W E B I N A R S E R I E S 20

20 CONTACT INFORMATION Jeff Fanter Ivy Tech Community College Brian Dycus Blackboard Education Services A T D T E C H W E B I N A R S E R I E S 21

21 NEXT WEBINAR Wednesday, September 16, :30pm 1:15pm EDT Have a great summer! A T D T E C H W E B I N A R S E R I E S 22

22 A T D T E C H W E B I N A R S E R I E S 23