PeopleSoft CRM for Higher Education Business Process
This chapter provides an overview of PeopleSoft Enterprise CRM for Higher Education and discusses:
PeopleSoft CRM for Higher Education business processes.
PeopleSoft CRM for Higher Education integrations.
PeopleSoft CRM for Higher Education implementation.
PeopleSoft CRM for Higher Education Business Process
PeopleSoft CRM for Higher Education 9.1 delivers deep integration with PeopleSoft Campus Solutions for best practices recruitment and retention business process flows. Additionally, a constituent contact center solution along with a Constituent 360-Degree View provides your staff with the constituent insight they need to efficiently do their jobs.
CRM Higher Education includes features in the following areas:
Recruiting.
Retention.
Service Center for Higher Education.
Constituent 360-Degree View.
With more than 2.5 million students matriculating to a college campus for the first time each year, the role and responsibility of admission and enrollment personnel in higher education has become increasingly critical to the success of the institutions and the experience of the student.
The recruitment funnel, where a high number of inquiries of prospective students from numerous entry points narrows to and moves toward application and ultimately a smaller number of matriculated students, is starting earlier and lasting longer and requires targeted and accurate communication to move that prospective student through the funnel successfully.
To better align with the recruitment process of HE institutions and to provide recruiters with more of the tools they need to be successful, PeopleSoft CRM for Higher Education 9.1 is the system of record for recruiting. You can create prospective students (and their related academic information) manually in CRM for Higher Education, have them self-register via the web, or load the information in bulk through the Prospective Student Import feature.
To facilitate recruiting, CRM for Higher Education includes features to better assign recruiters to suspects and prospects and to provide them with better data and contact management tools that they need to manage those relationships. Additionally, an Event Management module is available to help manage and market recruiting events.
Recruiting-related features include:
Prospective Student Import: Allows the bulk import of suspects and prospects into CRM for Higher Education. Prospective students can be loaded directly into CRM for Higher Education using the import feature or sourced from the Campus Solutions test score loads.
Manual Creation of Suspect and Prospects: You can manually create and maintain suspects and prospects directly in CRM for Higher Education rather than having to create them in Campus Solutions and push them across.
Search/Match Capability: Identifies potential duplicates for resolution when suspects and prospects are imported into CRM for Higher Education.
Lead and Opportunity Enhancements: When a prospect is qualified from marketing activities, a lead is typically created in the Sales module and assigned to a recruiter. CRM for Higher Education 9.1 delivers an assignment group to support the automatic assignment of recruiters and recruiting teams for Higher Education leads and opportunities. You can now assign recruiters by zip code of the last school attended and by institution, career, program, and plan for a more specialized recruiter. The recruiter can then follow up on the lead and track the progress of the prospect through the multiple lead statuses available.
Enhanced Integration with Campus Solutions:CRM for Higher Education provides a robust integration between CRM and Campus Solutions for tracking the constituent lifecycle status from suspect to prospect to applicant to student to alumnus in order to ensure that recruiting, retention, and alumnus communications are targeted to the right audience. Features include:
Control table loads (from CS to CRM): Setup information including academic structure, academic type and load, and school information is sent to CRM for Higher Education so that prospective students can be created in CRM for Higher Education. Additionally, security constructs including institution, career, program and plan security by user ID, and test ID security are sent to CRM for Higher Education so that PeopleSoft CRM for Higher Education respects the same security out of the box as the Campus Solutions system.
Incremental Syncs (from CS to CRM): To provide a real time update from Campus Solutions to CRM for Higher Education, incremental syncs are included for prospect, applicant, and student data. As changes are made in Campus Solutions to the prospect, applicant, or student (including applicant status, change of program, plan, and so on), real time messages are sent to CRM so that CRM always has the most up-to-date information about that constituent, ensuring accurately targeted communications.
Test Score Publication (from CRM to CS) After an applicant is created in Campus Solutions, a message is sent to CRM that determines whether that person already exists as a prospect and, if so, updates him or her to an applicant. Additionally, if CRM has captured any official or self-reported test scores, information related to the applicant, or both, that information is published to Campus Solutions because it might be required as part of the application evaluation process
PeopleSoft CRM for Higher Education 9.1 and Campus Solutions provide an end-to-end recruiting solution that enables tracking of the constituent life cycle from suspect through to alumnus with real-time integration to ensure that any outbound communications (both internally and externally) are accurately targeted.
See PeopleSoft Event Management Preface.
The cost of replacing a student is far higher than retaining one. Therefore, after you have recruited and enrolled the best set of applicants, you want to ensure that you retain them. In CRM for Higher Education 9.1, several features are included that enable higher education institutions to retain more students by deepening their relationships using all the information they know about the students and by better resolving their issues. Features include:
Leveraging Campus Solutions Data: To successfully retain students, you need to have access to the student data that gives you a better picture of what is going on with the student and whether he or she is at risk. Some at-risk factors might be financial needs, decreasing GPA, and lack of participation in classes, clubs, and so on. You need to be able to identify these red flags that are typically stored in Campus Solutions and proactively reach out to the student before it is too late. In CRM for Higher Education 9.1, you can access student information in two ways:
Student Enterprise Integration Point (EIP): This EIP sends student information, including student program, plan, and status information (program actions and action reasons, such as withdrawn and transferred out) from Campus Solutions to CRM for Higher Education. If a student’s status changes or the student changes programs or plans, then a real time message is sent to CRM for Higher Education to reflect that change.
Dynamic Access of Student Data: Rather than having to bring all of the student information to CRM for Higher Education, this feature enables the enrollment manager to dynamically access student data when building an audience for a retention program. In this way, an institution can set up its definition of an at-risk student on the Campus Solutions side and have CRM for Higher Education dynamically access that data when creating the audience.
Now you can run retention programs to proactively reach out to these students. You can use surveys to learn more about areas of dissatisfaction or concern and take action such as sending alerts to relevant staff and faculty, setting up a meeting with the student, calling the student, or replying with a personalized email that directly addresses the student’s concerns. In addition to creating a two-way communication with the at-risk student, you can invite him or her to targeted retention events that provide face-to-face assistance.
Service Center for Higher Education
To address service delivery challenges for higher education institutions, PeopleSoft CRM for Higher Education 9.1 delivers the Service Center for Higher Education, providing a centralized one-stop-shop institution-wide service solution. With this solution, you can differentiate your institution with an outstanding service experience, reduce the cost to serve with streamlined service-delivery processes and prebuilt integration, and ultimately leverage the positive service interaction to improve your higher education institution’s brand and retain constituents and employees.
The Service Center for Higher Education delivers two contact centers in one: an employee and constituent IT Helpdesk and a constituent contact center across all phases of the constituent life cycle. The Service Center for Higher Education leverages a strong multichannel contact center foundation providing self-service, case management, issue diagnosis, and knowledge management with a strong workflow engine for rapid and consistent inquiry resolution across channels. On top of this contact center foundation, the Service Center for Higher Education delivers capabilities specific to higher education.
In Higher Education institutions, constituent relationship management typically starts from the initial recruiting process and extends into alumni relations. During this life cycle, a constituent may participate in various activities that result in transaction data being created. Higher Education business users also frequently communicate with constituents while trying to recruit them, retain them, or service their requests. This useful interaction information is stored in the system. To effectively manage the relationship with a constituent, all its available transaction and communications data needs to be consolidated and summarized in one place so that users can view it in order to take informed actions.
To satisfy this business need, a powerful feature called the Constituent 360-Degree View is included in CRM for Higher Education 9.1. This functionality enables a holistic, actionable view of the constituent that combines CRM and Campus Solutions data in real time and is configurable depending on the role (marketer, recruiter, advisor, and so on) of the user who is accessing the 360-Degree View. The 360-Degree View can be accessed from multiple transactions within CRM for Higher Education, including Telesales, Event Management, Leads and Opportunities, and Support. Depending on who is accessing it, the 360-Degree View displays information relevant to that person’s role while maintaining security for any data (such as financial information) to which that role should not have access.
PeopleSoft CRM for Higher Education Integrations
PeopleSoft CRM for Higher Education integrates with PeopleSoft Online Marketing and PeopleSoft Marketing.
We discuss integration considerations in the implementation chapters of this PeopleBook.
Supplemental information about third-party application integrations is located on the My Oracle Support website.
PeopleSoft Online Marketing
PeopleSoft Online Marketing adds custom actions in the Dialog Designer that allow you to further automate dialogs and convert dialog response to actions, delivering a personalized follow-up experience for each dialog recipient. New actions include the ability to send an SMS message, create a lead, add a person to a PeopleSoft TeleSales campaign, and send print correspondence.
You can also design online dialogs that allow you to target particular audiences. You can pre-fill information such as the constituent’s name and email address, saving the constituent time when filling out the survey. Based on how the constituent responds, you can include different associated actions. For example, if the student checked off that they were not satisfied with the level of advising and mentoring they are receiving, that can trigger an action like an alert to the head of advising. Other actions can display dynamic content based on their response. For example, if the student indicates that he would like some help with study skills, you can then display info about a study skill seminar on the next web page or send an email with an invitation to the seminar. You can also capture text responses.
PeopleSoft Marketing
PeopleSoft Marketing allows you to create dynamic audiences based on data from PeopleSoft Campus Solutions without requiring you to sync data between the two databases.
See PeopleSoft Enterprise Marketing Applications Preface.
PeopleSoft Event Management
CRM for Higher Education integrates with PeopleSoft Event Management to help higher education institutions plan, promote, execute and analyze a wide range of virtual and in person events, from open houses, recruiting and fundraising events to speaker series, seminars and webinars, and conferences. Event Management can help you to plan and manage events as an effective channel to drive your marketing goals, while keeping costs down.
See PeopleSoft Event Management Preface.
PeopleSoft Campus Solutions
CRM for Higher Education integrates with PeopleSoft Campus Solutions, allowing you to track the constituent life cycle status from suspect to prospect to applicant to student to alumnus in order to ensure that recruiting, retention, and alumnus communications are targeted to the right audience. Other areas of integration include:
The ability to push test scores to CRM for Higher Education without creating new persons in Campus Solutions.
The ability for prospect and test score data sent from Campus Solutions to be processed and stored in a temporary staging area for further import processing.
The ability to run a Search/Match process on imported data so that any potential duplicates can be identified and resolved.
Control table loads from Campus Solutions to CRM, sending setup information including academic structure, academic type and load, and school information to CRM for Higher Education so that prospective students can be created in CRM for Higher Education. Security constructs including institution, career, program and plan security by user ID, and test ID security are sent to CRM for Higher Education so that PeopleSoft CRM for Higher Education will respect the same security out of the box as the Campus Solutions system.
Incremental syncs from Campus Solutions to CRM for prospect, applicant, and student data. As changes are made in Campus Solutions to the prospect, applicant, or student, real-time messages are sent to CRM so that CRM always has the most up-to-date information about that constituent.
Test score publication from CRM to Campus Solutions: If CRM has captured any official or self-reported test scores, information related to the applicant, or both, that information is published to Campus Solutions.
Enterprise Integration Points (EIPs), including the Student Status Change EIP, which sends student information from Campus Solutions to CRM for Higher Education (including student program, plan, and status information).
See PeopleSoft Enterprise Campus Solutions Application Fundamentals 9.0 PeopleBook
See PeopleSoft Enterprise Campus Solutions Recruiting and Admissions 9.0 PeopleBook
PeopleSoft Call Center
The Service Center for Higher Education delivers two contact centers in one: an employee and constituent IT Helpdesk and a constituent contact center across all phases of the constituent life cycle.
To make access to Campus Solutions seamless to the agent, the Service Center for Higher Education delivers predefined action links. Action links are similar in concept to favorites in your web browser, providing a list of various pages in Campus Solutions grouped by category. Over 45 action links are delivered and grouped into the categories of Campus, Admissions, Academics, Financials, and Donors/Alumni.
Service Center for Higher Education also delivers the tools needed to handle and resolve IT inquiries, from performing a password reset for a student, managing change requests, and fixing lecture hall projectors for faculty to doing on-campus computer lab repair. With embedded IT Infrastructure Library (ITIL) best practices for managing incidents, problems, service requests, and other IT service processes, Oracle delivers a complete, integrated IT service and support solution.
See PeopleSoft Enterprise CRM Call Center Applications Preface.
360 Degree View
The 360 Degree View includes a Constituent 360-Degree View, which enables a holistic, actionable view of the constituent that combines CRM and Campus Solutions data in real time and is configurable depending on the role of the user who is accessing the 360-Degree View. The 360-Degree View can be accessed from multiple transactions within CRM for Higher Education, including TeleSales, Event Management, Leads and Opportunities, and Support. Depending on who is accessing it, the 360-Degree View displays information relevant to that person’s role as well as securing any data (such as financial information) to which that role should not have access. The 360 Degree View also has a delivered framework so that you can choose to display data from any third-party database such as a housing system, learning management system and so on
See PeopleSoft Enterprise Customer Relationship Management Application Fundamentals Preface.
PeopleSoft Sales
In CRM for Higher Education, you can assign recruiters by zip code of the last school attended and by institution, career, program, and plan for a more specialized recruiter. The recruiter can then follow up on the lead and track the progress of the prospect through the multiple lead statuses available.
See PeopleSoft Enterprise CRM Sales Preface.
PeopleSoft CRM for Higher Education Implementation
PeopleSoft Setup Manager enables you to generate a list of setup tasks for your organization based on the features you are implementing. The setup tasks include the components that you must set up, listed in the order in which you must enter data into the component tables, and links to the corresponding PeopleSoft documentation.
This table lists all of the components that have component interfaces:
|
Component |
Component Interface |
Reference |
|
Test Score to Results Configuration Mapping RB_SM_CFG_MAP |
RB_SM_CFG_MAP_CI |
Other Sources of Information
In the planning phase of your implementation, take advantage of all PeopleSoft sources of information, including the installation guides, data models, business process maps, and troubleshooting guidelines. A complete list of these resources appears in the preface in the PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook, PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBook, and PeopleSoft Enterprise CRM 9.1 Product and Item Management PeopleBook with information on where to find the most up-to-date version of each.
See Also
PeopleSoft Enterprise Setup Manager for Customer Relationship Management 9.1 PeopleBook