2. About me…
Jeremy Heidenreich:
• Worked in Higher Education for the past two years
• 11 Years of Project, Process, & Document Management
experience
• Married 14 years with 3 boys ages 8, 6, & 3
Plymouth State University is:
• A member of the University System of New Hampshire
• Confirms Baccalaureate, Graduate, and Doctoral degrees
• Centrally located in NH just north of the famous lakes region
and a short drive south of the White Mountains - home to all
manner of outdoor recreation.
3. Thank You!
Jason Moran
Dean of Enrollment Management
Kelsey Ambrose
Alex Boudreau
Robin Bryant
Elena Marrotte
Heather Scroggins
Bethany Stevens
Cindy Wright
8. About Plymouth State University
• 4,200 Undergrad students, 2,100 graduate
students
• Over the past three years undergraduate
applications have increased 41%
• Fall 2015 & 2016 were the largest
undergraduate classes in PSU’s history
• Staffing levels have remained flat at 6
operations team members, and 7 counselors, to
process all applications and related documents
11. Strategy & Decisions
• Implement a CRM
• Engage with Consultants for Lead
Generation & Financial Aid
• Alter scholarship criteria to be more
clear for all student types
• Expand our internal student calling
program
• Common Application Non-Exclusive
12. Strategy & Decisions
• Create our own Application
• Test Optional
• Create a new visit program
• Create an Enrollment Management Division
Includes Admissions & Financial Aid
• Merge undergraduate & graduate
admissions into one department
• Redefine Plymouth State University…
13. Strategy & Decisions
• Expand CRM use to the entire campus
- Meet with all interested departments
- Define needs & processes
- Determine desired timeline and resources
• Create a student portal
- Meet with all interested departments
- Define needs & processes
- Determine desired timeline and resources
• Create a mobile application
- Repeat above…
14. Strategy & Decisions
• Engage with existing student marketing or
business clubs or groups
• Students create content for social media
- Video
- Photos
- Print
- Web
18. Major Process Changes
• Automatic Document Indexing
Common Application SDS Delivery and custom coding
• Easy access to documents within the CRM
• Application Review entirely in our CRM
Streamlines counselor training/on-boarding
No longer necessary for counselors to use more than one system
• Decision Letters processed within the CRM
We still believe in the mailbox moment
• All mailings originate and are tracked via the CRM
19. Major Process Changes
• Personalized automated email communication
From Lead, Inquiry, Applicant, Enrolled, and onward…
• Financial Aid messaging originates from our CRM
• All communications with inquiries and applicants are
logged within the CRM
• All campus events are managed within the CRM
• Complete rework of our graduate admission process
20. Graduate Application Processing (Past)
Receive inquiries
& leads
Email Campaign
(8 messages) to
interested
students
Receive online
applications
Review the
applications in
Salesforce
Receive
application fee
If fee is not received, email
the applicant and do not
process the application
Respond to phone inquiries and call prospects and applicants
Respond to emails
21. Process application
materials -
Transcripts, Recs, &
Letters to BDMS
Ad hoc email
messages to
applicants
Application is
complete and
ready for
decision by
committee (RD)
Manually enter
all paid
applications in
their entirety
into Banner
Send to
committee for
review
Create PDF of
the application
& related
documents and
upload to BDMS
Respond to phone inquiries and call prospects and applicants
Respond to emails
Graduate Application Processing (Past)
22. Committee
renders a
decision
The decision
and rate codes
are manually
entered into
Banner
The decision
letter is manually
created from over
100 unique
templates
The letter is sent to
the student and
copies are delivered
to the coordinators
and advisors
Wait for the
applicant to accept
PSU’s offer via
email or phone
Respond to phone inquiries and call prospects and applicants
Respond to emails
Graduate Application Processing (Past)
23. Current Graduate Admissions Processing
Respond to phone inquiries and call prospects and applicants Respond to emails
Leads, inquiries, applicants, & confirmed students receive tailored email communications throughout the
graduate admissions process encouraging students to move forward toward matriculating at PSU
Receive
inquiries
& leads
Receive, review,
& then import
online
applications to
Banner via
Axiom
Process
materials –
Applications,
Transcripts,
Recs, & Letters
to BDMS
Committee or
graduate
recruiter
renders a
decision
Application is
complete and
ready for decision
by committee (RD)
or graduate
recruiter
Decision letters are
created within
Salesforce and
delivered with just
a few clicks
Wait for the
applicant to
accept PSU’s
offer via email
or phone
25. Future Efforts & Opportunities
• Communications from all departments originate and
are tracked within the CRM
- Email
- Text messages
- Telephone calls
• Student portal/app
- Inquire, Apply, Enroll, Register for classes
• PSU’s Integrated Clusters Learning Model