CRM Campaigns for more than just . Lisa Benic Manager, CRM and Web Development Central Michigan University

Transcription

1 CRM Campaigns for more than just Lisa Benic Manager, CRM and Web Development Central Michigan University

2 Confidential Information The information presented in this session is proprietary and confidential to Campus Management Corp. Please do not share or discuss it with others outside of your institution/organization. This presentation may contain plans and forward looking statements and the information as presented may be subject to change. Any recording of this session is strictly prohibited.

3 Session Etiquette Please silence your cell phone Please avoid side conversations Please refrain from excessive typing If you must leave the session early, please do so as discreetly as possible Please fill out the session evaluation on the Mobile App Thank you!

4 Agenda Intro to CMU CRM at CMU Campaigns for: Automated Workflow Scheduling Follow-up Actions Data Clean-up Campaign Maintenance Questions

5 Intro to CMU Central Michigan University Established in ,549 students at our Mt. Pleasant, Michigan campus Global Campus established in ,973 students at our 35 Global Campus locations and online

6 Where is Central Michigan?

7 Where is CMU?

8 CRM at CMU Hosted Solution CampusNexus CRM 10.0 powered by Talisma (with HE Pack) Global Campus since 2008 Main Campus Undergraduate Admissions since 2014 Expanding across CMU

9 CRM at CMU - Scope 350+ named users (120 concurrent) 75+ aliases and teams 230+ campaigns Recurring One-time

10 CRM at CMU - Usage Prospect through Graduation Employer/Organization Outreach Faculty Approvals and Contracting Course Proctor Management Veterans Resource Center Event Management

11 CRM at CMU - Support Manager (CRM and Web Development) Business Applications Analysts (2) Campaign Analysts (2) Database Developers (2) Web Support (.5) Student Workers (2)

12 CRM Campaigns Automated Workflow Global Campus has a number of teams that provide recruitment and retention support Enrollment Specialists/Recruitment Representatives Admissions Specialists Advisors Graduation Specialists

13 CRM Campaigns Automated Workflow Staff Assignments - CMU Contacts tab

14 CRM Campaigns Automated Workflow Contacts or Leads are assigned to CMU staff based on business rules (e.g. alpha split, by program, by location, etc.). The campaign mailing list is based on these business rules.

15 CRM Campaigns Automate Workflow The campaign sets the User property

16 CRM Campaigns Automate Workflow Workspaces display the staff member s Contacts

17 CRM Campaigns Automate Workflow Rep names and office phone numbers are also used in Mailer signatures

18 CRM Campaigns Automate Workflow Triggered Workflow SIS CRM

19 CRM Campaigns Schedule Follow-ups Follow-up Targets

20 CRM Campaigns Schedule Follow-ups Properties on the Target

21 CRM Campaigns Schedule Follow-ups Lead displays in the user workspace

22 CRM Campaigns Schedule Follow-ups Call Result: Calling Activity:

23 CRM Campaigns Schedule Follow-ups Target flows through when Calling Activity is complete

24 CRM Campaigns Schedule Follow-ups Permissions

25 CRM Campaigns Schedule Follow-ups Custom Object Create object Set Name Set Status

26 CRM Campaigns Schedule Follow-ups Display in workspace

27 CRM Campaigns Schedule Follow-ups Log results of the call: Log the Status of the Follow-Up:

28 CRM Campaigns Schedule Follow-ups Evaluate status

29 CRM Campaigns Data Clean-up Problem: 65,000 records have accumulated over time from a specific lead source with a blank in the property that identifies a prospect as a freshman or transfer student. Possible Solutions: Update via SQL Import Campaign

30 CRM Campaigns Data Clean-up Very simple campaign:

31 CRM Campaigns Data Clean-up Unsubscribes Set Recruitment flag Set Send Mailers flag Deactivate the status for all Leads Set Lead properties for reason and date of deactivation Opt out from the appropriate campus Do not allow students to opt out

32 CRM Campaigns Data Clean-up Unsubscribes Contacts are directed to an Opt Out web form The web form collects the address and stores to a SQL table Data from this table is extracted and imported to CRM daily The import job sets the recruitment and send mailers flags

33 CRM Campaigns Data Clean-up Unsubscribes Mailing list runs daily after the import job The mailing list looks for Contacts with the recruitment flag set to no and ensures we exclude Contacts with a student status

34 CRM Campaigns Data Clean-up Unsubscribes Lead-based campaign ensures that we collect all Leads for the appropriate team (Global Campus vs. Main Campus) that are in an active status Campaign sets the Lead properties Business rule fires to set the Inactive Date

35 CRM Campaigns Data Clean-up

36 CRM Campaigns Data Clean-up Reset properties Book Voucher Offers are imported each semester

37 CRM Campaigns Data Clean-up Campaign uses the data to send the offer in a mailer and sets the Voucher Offered to Student flag:

38 CRM Campaigns Data Clean-up When students accept or reject the offer, the responses are imported to their record:

39 CRM Campaigns Data Clean-up Pull reports from the previous semester Run a filter for Contacts who received the offer: Drop the Contacts into a RESET campaign

40 CRM Campaigns Data Clean-up The campaign the uses the Reset Property Value checkbox on the Set Property action for each property to set all properties back to NULL.

41 CRM Campaigns Campaign Maintenance Manual campaign steps for exceptions notifications to Step Owner Logic and sanity check testing Campaign maintenance workspaces Stuck Targets Leads not in campaigns Unassigned Contacts

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44 Questions Contact me: Lisa Benic