Using Hobsons Products to Streamline Your Offline Processes
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The document discusses strategies for streamlining offline processes using Hobsons products at the University of Connecticut's School of Business. It highlights the challenges and solutions related to communication, data collection, event management, and application reviews, emphasizing the need for better coordination and efficiency. The presentation outlines specific tools and methods implemented to improve processes such as the use of attributes, automated reports, and tailored exports for different user needs.
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Using Hobsons Products to Streamline Your Offline Processes
- 2. Using Hobsons Products to Streamline Your Offline Processes Kim Lachut, Hobsons CRM Administrator University of Connecticut School of Business Office of Communications Marie LeBlanc, Communications Manager University of Connecticut School of Business Office of Communications
- 3. • Identify where the digital process ends and offline processes begin • Create efficiencies in offline processes through available Hobsons tools. • Make effective use of special attributes, views, automation, and external software Learning Objectives
- 4. • Who are we and what does our instance look like • Offline challenges & Hobsons-integrated solutions
- 6. University of Connecticut • UConn is one of the top public research universities in the nation, with more than 30,000 students located in Storrs, Connecticut • We also have four regional campuses as well as a Law School and a School of Medicine and Dentistry • UConn Huskies!
- 7. UConn School of Business • #1 public business school in New England • Storrs, Connecticut Three regional campuses: Downtown Hartford, Stamford, and Waterbury • Undergraduate, Graduate, and Professional Development • 3800 total students; 1700 enrolled in a graduate program
- 8. Our Hobsons Instance Joint AY/Connect client since 2010 Number of Hobsons users: 40 staff and student workers Number of inquiries in a year: 5000+ Applications in a year: ~2500 Programs in Hobson instance: 7 Masters Degrees 1 Ph.D. Program 10 Graduate Certificates
- 9. • Coordinating numerous users • Integrating non-Hobsons activities • Collecting data • Hosting events • Reviewing applications • Communications • Ensuring data integrity • Multiple ways to collect data
- 10. Specific Challenges • Communications • Coordinating phone calls • Coordinating student ambassadors • Coordinating follow-up • Processing • Identifying non-interested applicants • Managing activities by external offices • Application review by faculty • Marketing • Administrating events we host and those we don’t • Analyzing survey data across multiple attributes
- 11. Tools The tools we use: • Process-oriented attributes • Automatic emails of reports • Connect Views specific to tasks • Events module work-arounds • Effective exports
- 12. Programs want to formally incorporate phone calls into their communication plan.
- 13. Phone Calls • Manual reports were being created • Multiple people were contacting applicants • Potential applicant has indicated their communication preferences • Process for this not built in
- 14. Phone Calls • Created export & view with only data necessary for phone calls • Reinforces use of contact communications log • Included phone number attribute in multiple data processes
- 17. Phone – BestNum Attribute
- 18. Student ambassadors who are not in the system need access to data.
- 19. Student Ambassadors • Manual reports created by staff for ambassadors • Ambassadors don’t have access to Hobsons • Need to formalize it into our current marketing strategy
- 20. Student Ambassadors • Created an attribute called “ambassadors” • Populated the dropdown with names that can be exported • Created export report that can be emailed directly to ambassador
- 23. Need to coordinate event hosting activities.
- 24. Events Administration • Need to bring key event materials • Need process to handle non-registered (walk-in) attendees • Need to manually enter data • If data wasn’t entered correctly/timely, then the post-event “Thank You” message wouldn’t go out correctly
- 25. Events Administration • Staff Event Checklist email • Thank you email grace period • On-site Registration • Corresponding branded registration forms
- 26. Staff Reminder – Set up
- 27. School of Business Graduate Infosession Event Follow-up Check list {#EI:Name#} on {#EI:Start On#} at our {#EI:Location#}. __________ Attendee Roster (use Download Contact button on Host Tools) ___________ Nametags (if applicable) This is also found in the Host Tools ___________ Brochures (if desired) ___________ Laptop for check-in or walk-ins ___________ Table giveaways/chatchkeys (if applicable) Please remember to mark all attendees (including last minute walk-ins) as either: Attended or Did Not Attend. This MUST be done within two days of the end of the event in order for the automatic emails to populate. Accredited by AACSB International - the Association to Adv ance Collegiate Schools of Business - since 1958.
- 28. Admin View – Setting Up Thank You’s
- 30. [insert visual of printed infosession reg sheet form]
- 31. External events (i.e. non- hosted) integrated into our Events module.
- 32. External Events • Inquiries aren’t automatically entered into Connect, or may already be in Connect • Registration for these events is handled elsewhere • We want to promote the event • Streamline the user experience at the event
- 33. External Events • Post Only event without registration • Private event with registration piece • Uploaded list to private event • Communications to “attendees”
- 37. Reporting and communications to those who indicate they’re no longer interested.
- 38. Inactive Users • Data doesn’t always come from within the system • We don’t want to include these users in communications and outreach • We need to include these users in some reports
- 39. Inactive Users • Active/Inactive toggle
- 40. Filter with Active toggle
- 41. Need to coordinate need for and timing of individual outreach.
- 42. Coordinating Outreach • Follow-up can be requested by the user or coordinated by the staff member • Notes in communication log aren’t searchable • Follow-up can occur via phone, email, etc. • Multiple staff members could be tasked with follow-up
- 43. Coordinating Outreach • Follow-up Date attribute toggle
- 44. Faculty want to review applications offline.
- 45. Offline Application Review Case Study: Ph.D. Program • Faculty don’t want to access Hobsons • Cumbersome for faculty to have to log into system to see full applications • Manual spreadsheets • Each department was requiring different information to make a decision
- 46. Offline Application Review • Developed a daily export • For director and/or staff member • Individual program reports for faculty • Customized fields in export • Built new fields to match data needed in spreadsheet • Column included on spreadsheet for internal decision • Faculty no longer had to enter system • Centralized person entering decisions
- 47. Ph.D. Export
- 48. Need to coordinate administrative activities with external offices.
- 49. GPA Translation Case Study 2 : MSBAPM/MSFRM – GPA Translation • Majority of their applicants are international and need a GPA translation by our Graduate School before a decision can be made • Program needs to know the applicant’s status • Graduate School needs to know who they need to take action on • Inability to use “Or” in AY filters
- 50. GPA Translation • Created a field for GPA translation status • Email report to Coordinators based on attribute • Coordinated process with The Graduate School
- 51. GPA toggle
- 52. ApplicantClientIDUniv1_CumGPAUniv1_2YGPAUniv2_CumGPAUniv2_2YGPAUniv3_CumGPAUniv3_2YGPAUniv4_CumGPAUniv4_2YGPAUniv5_CumGPAUniv5_2YGPAUniv6_CumGPAUniv6_2YGPA 2247783 3.85 3.59 3082804 3.33 3.8 4 3263160 3.87 3518086 3.09 3.22 3775064 3.48 2.89 3780628 2.93 2.7 3827951 3.36 3835433 3 3835945 3.7 3837277 3.29 3841526 3.3 3841537 3.22 3.78 3844185 3.75 3845673 3.84 3845695 3.99 3855847 3.72 2.42 3859977 3862202 3.45
- 53. Reporting and analysis of marketing data fields.
- 54. Reporting Marketing Data • “Rank what is important to you (1-5)” includes multiple attributes (17) • Calculations cannot be performed within Connect • Connect Reporting has one primary attribute for the report • Connect Reporting is limited in comparing attributes against • Limited number of reports on the dashboard (10)
- 58. Reporting Marketing Data • Export into Excel* * External File
- 59. Final thoughts • Evaluate your current processes to identify where your online process ends and offline processes begin • Use this information to help determine where using Hobsons tools can create better efficiency in these offline processes • Make effective use of special attributes, views, and automation notification of exports