University of Leeds SES CRM Vision Demonstrator. Alison Clark User Experience Architect Microsoft Services

Transcription

1 University of Leeds SES CRM Vision Demonstrator Alison Clark User Experience Architect Microsoft Services

2 Introduction This Vision Demonstrator illustrates how potential applicants and University staff might use the SES CRM system. It follows the story of Sam, an Undergraduate at Exeter, who is interested in a Masters degree at Leeds. It covers the pre-application (Prospectus request, Open Day booking and Enquiries) phase, through to the candidate submitting an online application form and receiving an offer. Please note this is purely illustrative and is not the final system design. All branding, images, data and charts are just examples of what the system could show; the information to be displayed or entered on each screen has not yet been fully defined. This is just a starting point we look forward to working with you to define the real thing!

3 Sam the Student Sam is an undergraduate at Exeter just starting the final year of his Geography degree. He is interested in doing an MSc in Environmental Science or Biodiversity and Conservation. He enjoys rock climbing and outdoor activities generally, so would like to move somewhere close to the Lake District or Peak District. Sam is researching potential Universities, and is considering Manchester, Sheffield and Leeds.

4 Exploring potential universities

5 Requesting brochures Sam browses the University of Leeds web site, and finds a course he is interested in an MSc. in Biodiversity and Conservation. He clicks Request a Brochure Request a Brochure

6 Requesting brochures Sam enters his name and address, to receive an electronic copy of the brochure. As he is quite interested in this course, he chooses to receive marketing s. He also requests brochures for two other courses related to his interest area he hadn t noticed these on the web site. Sam also requests a paper copy of the University prospectus, so he can read it on the train and show his parents next weekend. Sam likes how he can request all the information he needs in a single place, and is in control of what he receives, in what format.

7 Prospectus requests Christine, who works in the Enquiries team at the University of Leeds, views the list of Prospectus requests. Environment Biological Sciences Education, Social Sci Arts Environment Environment Business Engineering Maths & Physical Sci Medicine & Health Environment Business Arts Engineering Business Medicine & Heath Biological Sciences Maths & Physical Sci Arts

8 Prospectus requests She approves all the requests, and sends the list to the printing company. Environment Biological Sciences Education, Social Sci Arts Environment Environment Business Engineering Maths & Physical Sci Medicine & Health Environment Business Arts Engineering Business Medicine & Heath Biological Sciences Maths & Physical Sci Arts

9 Setting up an Open Day Mark (in Marketing) has set up the Postgraduate Open Day. He has defined the time slots for various talks, tours and activities that attendees can sign up for to tailor the day to their area of interest. Environment Biological Sciences Education, Social Sci Arts Mark generates a list of prospective candidates for the Open Day, from people who have requested course brochures or enquired about a PG programme. He creates an containing personalised information about their courses of interest and an invitation to attend the open day. Environment Business Engineering Maths & Physical Sci Medicine & Health Environment Business Arts Engineering Business Medicine & Heath Biological Sciences Maths & Physical Sci Arts Environment

10 Register for Open Day Sam is on the train on the way to his parents for the weekend, reading on his phone. He receives the from the University of Leeds inviting him to a Postgraduate Open Day. He checks his calendar, and is pleased to see he can make the date. Sam taps the link in the and registers for the Open Day. He decides to create an account, as he likes the idea of being able to create a personalised agenda and access additional information about the day, whether he s using his PC, tablet or phone.

11 Personalised agenda Before the Open Day, Sam signs up to the talks and tours he is interested in, and builds his personal schedule for the day. He also explores the travel information and Campus maps, to prepare for his visit. He s pleased to have all this information available on his phone, so he ll have it with him at the Open Day without having to print everything.

12 Attendee feedback A few days before the event, Sam is sent an reminder about the event. It includes a QR code, which he scans to sign in when he arrives at the Open Day registration desk. After the Open Day, he receives an asking him to provide feedback on his Open Day experience. He fills in the survey, giving all the talks he attended high marks and entering a couple of comments. University of Leeds Dear Sam, Thank you for registering to attend the Postgraduate Open Day on the 29th November. Please show this QR code at the registration desk, to scan in when you arrive.

13 Analysing results Mark (in Marketing) is able to analyse the success of the Open Day, from the registrations triggered by his outbound campaign to the survey feedback from attendees. Environment Business Environment Arts Engineering Medicine & Heath Biological Sciences Arts

14 Making an enquiry A few days later, after reading the materials he picked up at the Open Day, Sam has a question about Postgraduate accommodation and whether he would be able to stay in the accommodation over the summer. He uses the Contact Us page, which he noticed when he filled in his Open Day survey.

15 Managing enquiries Christine (in Enquiries) views the list of enquiries that have come in since she left the office yesterday. She opens the enquiry from Sam and sees that he is asking about accommodation over the summer.

16 Managing enquiries Christine searches the knowledge base and finds the answer to Sam s question. She can also see that Sam recently attended the Open Day, and which course he is interested in, so can personalise her reply.

17 Applying to Leeds

18 Online Application Title: Sam is impressed with the smooth and efficient interactions he has had with Leeds, and is really keen on the course, so decides to apply. Sam fills in the online application form, which is easy to understand, and has a modern but professional feel to it. Sam is not able to complete the form in one sitting but returns the following day to upload his documents and personal statement. Family name (as stated on your passport): Given names (as stated on your passport): Previous name(s), if changed: Date of birth: DD MM Gender: YY Country of birth: Nationality: Applicant permanent home address Tel No: Correspondence/Agent address (if different): Tel No: Residency: Any disabilities:

19 Online Application After checking through the application summary, Sam submits his application and receives an instant acknowledgement from Leeds explaining the timescale he can expect a reply.

20 Online Application At any time, Sam is able to view the status of his application within the portal.

21 Processing Applications Adam (in Admissions) is able to view a dashboard showing the pipeline of applications and other useful information, such as course popularity and offer types. Each Faculty or Cohort team can define its own dashboard of the most relevant information.

22 Processing Applications When processing applications, Adam views a list of new PGT applications, and filters them to start reviewing applications for the Biodiversity and Conservation course. Akia Natsheh Hannah Doyle Jenna Khoury Maria Galambos

23 Processing Applications Adam opens Sam s application, and takes ownership to avoid other colleagues working on the same application. He is able to review Sam s work experience, qualifications and other aspects of this application on a single page. Sam meets the basic entry requirements, so Adam adds his rating/comments. Geography

24 Assessment & Interview Adam decides that Sam s application requires a review from Jenny Philips (Decision Maker for the course), so he assigns the application to Jenny. Jenny Philips

25 Assessment & Interview Jenny, the course decision maker, is able to see a list of applications which she needs to review, by looking at the My Applications view.

26 Assessment & Interview Jenny opens Sam s application, reviews the key sections and supporting documents, and adds her rating/comments. She decides that Sam will need to attend an interview so she uses the Invite for Interview button on the application. This triggers an automatic to Sam, asking him to choose an interview slot from the portal.

27 Assessment & Interview Sam receives an inviting him for an interview, with a link to choose a date/time from the available timeslots. Unfortunately he can t afford to travel to Leeds again having already attended the Open Day, but after communicating with the university, he is offered a Skype interview. University of Leeds Applicant Interview Dear Sam, Your application has been reviewed and we would like to invite you to attend an interview with Jenny Philips. Please go to My Leeds to choose an available time. Regards University of Leeds Admissions

28 Assessment & Interview Jenny can see in her calendar that her interview with Sam is over Skype. During her preparation time, she reviews Sam s application and looks at his interactions with the university. From his contact record, Jenny can see that Sam has attended an Open Day and engaged with the Enquiries team. She is also able to view other aspects of the application such as Sam s work experience and education. Sam Smith Interview Skype Meeting Leeds CRM

29 Assessment & Interview During the interview, Jenny is able to make notes directly onto Sam s application while on the Skype call. Jenny feels the interview went well and that Sam would be an ideal candidate for the course. She adds her offer recommendation and offer conditions to the application.

30 Making an Offer

31 Making an Offer Adam (in Admissions) views the list of applications which have been reviewed by the course decision makers. He does a quick check of the ones which are recommended rejections and formally rejects them. Cheryl Storey This updates the portal and sends an to the applicants. Ella Mattner Gabby Owen

32 Making an Offer Adam then reviews the applications where the reviewer has recommended making an offer. He checks the number of places still available on each course, and then processes each offer. Abdul-Khaliq Baba Akia Natsheh Anna Toth Bodor Erdei Hannah Doyle Jenna Khoury Josh Murphy Marko Novosel Maria Galambos Owen Hobbs Sam Parsons

33 Making an Offer Adam checks that the full set of entry conditions have been specified on the offer. With these checks complete, Adam formally makes an offer using the Make Offer button which triggers an to the applicant, an update of their portal and an offer pack to be created. Geography

34 Accepting an Offer

35 Accepting an Offer Sam is delighted to receive an offering him a place at Leeds. The contains a link to the portal where Sam can review the details of his offer.

36 Accepting an Offer Sam reviews the details of his conditional offer, and decides to accept.

37 Accepting an Offer When Sam accepts the offer online, the status of his application is updated. This update is reflected on Adam s dashboards and lists.

38 Accepting an Offer Any staff with access to Sam s application can see that he has accepted the University s offer. Applicants at different stages of the offer process can be targeted with additional marketing campaigns to encourage them to accept their offer, or informational s to help them prepare for their life at Leeds.

39 Thank You Contact:

40 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION