How To Run A Student Service Center

Transcription

1 Using a CRM to Improve Student Services at WSU MACRAO 2012

2 Overview of Student Service Center (SSC) WSU opened one-stop shop (SSC) Oct Provides front-line customer service for: Undergraduate Admissions Student Accounts Receivable Registrar s Office Office of Student Financial Aid Staff: 15 specialists and 3 management staff

3 What SSC Does Call center Answer calls for 4 departments Front counter Located in the lobby of the Welcome Center for all 4 departments

4 Operations Hours are 8:15 a.m. to 6:15 p.m. Staff rotate between phones, front counter and throughout the day Contacts with students are recorded in the CRM

5 Salesforce.com the CRM Customer database: Lead and applicant information is loaded into database Student information is migrated from Banner Contact record contains: Demographic information Lead and application information Case history

6

7

8

9 Case Records Cases are created as a result of a contact with the student Phone cases are created by specialist s automatically create cases in Salesforce Walk-ins to the front counter create cases when they sign in through Salesforce

10

11

12

13

14

15 Data Collection What does each case tell us? Who is contacting us Why they are contacting us Communication mode of contacts How frequently are they contacting us

16 What are the numbers? Total number of contacts: 292,897 Monthly averages: Phone calls received: 17,000 Walk-ins to front counter: 4,700 s: 2,700

17 Data Breakdowns Collecting data hourly, daily, weekly, monthly, YTD Segmented by Type and Reason: Type: Home Office Reason: Why they contacted us Topic: Subcategory of Reason Identified by mode of communication: , phone call or walk-in

18 Data Analysis Use data to: Identify problem areas Document contacts with students Provide feedback on effectiveness of communications Track amount of work completed per staff member, queue, and department

19

20 Case Origin Date/Time Opened - Phone Call - Incoming Phone Call - Outgoing Walk-in Grand Total Oct , ,384 3,468 8,930 Nov , ,802 4,037 10,849 Dec , ,817 3,410 9,616 Jan , ,856 7,363 17,779 Feb , ,696 3,129 9,868 Mar , ,140 4,048 11,527 Apr , ,436 4,613 13,384 May , ,192 5,012 15,293 Grand Total , ,323 35,080 97,246

21 Date/Time Opened Grand Total Reason May-12 Apr-12 Mar-12 Feb-12 Jan-12 Dec-11 Nov-11 Oct-11 Spring/Summer 2,475 2,179 1, ,433 Loans 1,328 1, ,831 1,061 1,407 1,514 9,889 Verification 904 1,169 1, ,398 SAP Status , ,619 Student Requirements ,615 Packaging ,451 FAFSA ,161 General ,297 Disbursement of Aid/Refund ,106 Grants ,855 Scholarships ,765 Accepting Awards ,090 Work Study Special Circumstance Refunds Post-Bach Budget Adjustments Past Due Balances Document Drop Off Return of Financial Aid Dependency Status Book Vouchers Ward of Court Application Status FAFSA Friday FERPA Holds Transcripts Transfer Evaluation Refunds/Disbursements

22 Template Template Subject MyWSUCard Refund Process Plain Text Preview {!Contact.FirstName}, Thank you for contacting the Wayne State Student Service Center. Once financial aid has paid to your ebill, your refund process begins. During the refund process, you will receive an from the MyWSUcard. It will contain specific details about your refund, including you refund amount and the timeframe for the refund option you have chosen. Basic Guidelines for Processing Times: *Easy Refund: 4 business days from the date of Financial Aid Payment on your ebill. *ACH/Direct Deposit Refunds: 6-7 business days from the date of Financial Aid Payment on your ebill. *Paper Checks: about 9 business days from the date of Financial Aid Payment on your ebill. Please us at [email protected] if you have further questions. Thank you, Student Service Center Wayne State University [email protected] Phone:

23 Auto-Reply Message when an comes into the SSC Salesforce system Thank you for contacting the Student Service Center. Your case #(000123) has been sent to a Specialist. You will receive a response to your within 2 business days. Please note: ed responses from the Student Service Center Specialists will be sent to your Wayne State University addresses. Phone Webmail: studentservice.wayne.edu when a Case Status becomes Closed The Student Service Center system has indicated that your case #(000123) has been closed, and your issues were resolved. If you have additional questions, please feel free to contact the Student Service Center staff at: Phone Webmail: studentservice.wayne.edu

24 Challenges Limitations existed to create a comprehensive system for Student Services to function CRM not fully adopted by all Enrollment Management units Customer service often was not the focus Inefficient processes existed Insight into students needs was lacking due to ineffective reporting tools Communications to students were not coordinated and often overlapped

25 Tips for Success Have an executive sponsor who is active and committed to the project Work with energetic campus partners who aren t afraid of change Have a big vision but phase in implementation Have smart people on staff Define and test the CRM s ability to integrate with your ERP at scale

26 Contact Information Gayle M. Reynolds, Director (313) Ann Elinski, Assistant Director (313)