Student Lifecycle Journey

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1 Student Lifecycle Journey Richard Higher Education Lead, Microsoft UK

2 Universities must adapt to the new student journey Prospect Applicant Student Alumni

3 Your students are your customers Attract Market smarter to plan and deliver engaging campaigns, events and information across both traditional and social channels Recruit Provide your team with tools to process applications efficiently, make vital business decisions and deliver seamless experience to the applicant Retain Deliver a rich experience throughout the student journey. Your current students will be future advocates and generate a source of revenue

4 Attract new students Prospect Applicant Student Alumni Caps on student numbers will be removed in Students will have greater freedom of choice and are consumer savvy Higher Education is highly competitive Customers are 70% through the buying process before they talk to you

5 Attract new students Prospect Applicant Student Alumni 6.8+ BILLION on mobile 150 TIMES A DAY A person checks their phone on average 1.7+ BILLION social users 400+ MILLION Tweets per day about products services & brands

6 Drive focused personalised campaigns, based on insight Multi-Channel Campaigns Increase scalability and staff productivity through automated marketing activities, engaging customers via their channel of choice. Events Management Encourage prospects to visit your university by hosting events such as open days. Gain feedback from prospects. Prospect Management and Scoring Improve prospect to student conversion rates by focusing marketing efforts on highly engaged prospects Measure spend and ROI Use real-time insights to invest in the right media outlets and increase campaign ROI through more targeted campaigns

7 Understand what people are saying about you Campaign monitoring Measure the effectiveness of the universities marketing campaigns in real time. Brand sentiment analysis Gain insight and learn what people really think and feel about your university across the globe Competitive Intelligence See how you measure up against the competition. Identify differentiators, strengths, and weaknesses

8 Higher ROMI and conversion rates $300k savings per year bringing prospect outreach in-house Becker College 25% Increase in applications in first year x4 increase in customer touch points without adding extra staff

9 Recruit Students Prospect Applicant Student Alumni Student numbers have been in decline Enrolments decreased 6% from 2011/12 to 2012/13 Alternatives such as apprenticeships growing 86% of customers are willing to pay more for a better customer experience*

10 Empower your staff to recruit the right candidates Student Lifecycle Management Track conversion of prospects to applicants to students. Enable the University to identify where it loses loyalty and needs to focus its efforts to improve satisfaction and conversion. Admissions Management Increase staff productivity through streamlined business processing and decrease in manual tasks Online Real-Time Bookings Increase staff availability by reducing the overhead in managing interview scheduling Operational Analytics and BI Increase visibility into the university and its operations to improve decision making Mobile Working Increased efficiency through mobile working for your staff

11 Retain Customers Prospect Applicant Student Alumni 1 st year drop out rates are above 5% on average - direct revenue impact Your students need to be advocates Lost relationships with Alumni decreases revenue 67% of consumers use web self-service to find answers to their questions.* Just 1 negative post on a social channel can cost a company 30 customers

12 Give your staff tools to deliver a great student experience Single view of the Student Increase visibility of the student journey from prospect to alumni Multi-channel communications Reduce cost to serve by engaging cross channel Enquiry Management Increase staff productivity by streamlining processes, actions and insights Knowledge base Reduce staff costs for enquiry handling by identifying enquiry trends and resolving problem areas to access of information Scheduling and Resource Management Improve workforce scheduling by understanding enquiry demand and resourcing staff appropriately to reduce costs Operational Analytics and BI Improve customer satisfaction by gaining feedback from your customers and using this to improve your services

13 Increased student retention Microsoft Dynamics CRM captures every student interaction, from first contact through to enrolment and post enrolment. Workflow tools for productivity and collaboration help drive higher levels of efficiency. Matthew Zealand, Chief Information Officer, Liberty University increase in student retention Liberty university Amicus Horizon Winner, European Contact Center of the Year 2013

14 One solution to manage the entire Student Journey Student Relationship Management Tablet Desktop Phone Cloud On-Premises

15 UK Higher Education Sample customers 3/5/

16 International Higher Education Sample customers 3/5/2015

17 here

18 Thank You Richard Green Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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

19 External Existing Microsoft for Higher Education New Self Service Portal Templates, KB & Literature Portal integration Students & Prospects Web site Contact Centre Personal Customer Service Management Process and Activity Management Campaigns and Event Management Knowledge Management Communication Management Document Management Web Integration Management Information SharePoint Content Management System Dynamics CRM Multi-Instances Windows Azure Web Portal Integration Online Application Web Forms Enquiries and Service Requests Tasks, Queues, Workflow, Activity Plans, Student Journey Processes Recruitment, Applicant Day Marketing, Outreach and Insight FAQ, KB, Help , SMS, Web chat, Lync and Skype Online Applications, Documents Reports, Dashboards, Decision Support Office I 365 I Users Devices Browser Outlook Offline Agent Access UCAS \ SITS Windows Azure Data Staging Integration In-house Reports Windows Azure Agresso \ SAP \ Blackboard

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