PeopleSoft CRM for Higher Education 9.1 PeopleBook

Working with the 360-Degree View

This chapter provides an overview of using the 360-Degree View with CRM for Higher Education.

Note that the detailed description of the 360-Degree View for Higher Education is provided along with the other 360–Degree View related documentation; this chapter provides only an overview of how a Higher Education user might make use of its functionality.

Understanding the 360-Degree View for CRM for Higher Education

Many higher education administrators have expressed the need to use data to better manage their institutions, improving business processes to efficiently build relationships with key constituents. The lifecycle of constituent relationship management starts with the admissions process and extends into alumni relations. A full lifecycle approach to relationship management includes activities such as increasing the pipeline of potential suspects and prospects, retaining existing students, and expanding donor relations.

The 360-Degree View aids in these activities by providing:

A full view of the constituent for all stages of the constituent lifecycle including suspects, prospects, applicants, students, and alumni.
A true 360-degree view of the person as well as tracking transactional data, biographical data, and interactions for a person who may have one or more roles including consumer, contact of a company, and worker.
Integration to PeopleSoft Campus Solutions to display summary information that assists generalists and specialists in solving many of the higher education issues reported by constituents.

These features help you to:

Obtain a complete view of your institution's relationship with a constituent from prospect to lifelong learner.
Maximize targeted recruiting effectiveness to increase conversion rates.
Improve retention rates and simplify service delivery.

Note. This chapter provides an overview of the 360-Degree View only as it relates to CRM for Higher Education. For a complete discussion of the 360-Degree View in general, refer to the general 360-Degree View documentation.

Overview of the 360-Degree View for Higher Education

In Higher Education institutions, constituent relationship management typically starts from the initial recruiting process and extends into alumni relations. During this lifecycle, a constituent might participate in various activities that result in the creation of transaction data. Higher Education business users also constantly interact with constituents while trying to recruit them, retain them, or service their requests. This interaction information is also stored in the database. In order to better manage the relationship with a constituent, all the transaction and communications data associated with the constituent must be consolidated in one place, so that all users can get a consistent view and actions can be taken based on this information.

The Constituent 360 Degree View allows specialist and generalist users within a Higher Education institution to get a summarized view of a constituent and take the desired actions such as updating a case, adding a lead, or simply providing status information to the constituent. For example, the 360 Degree View can assist agents in solving at least 60% of higher education issues without the need to navigate to various transaction pages within CRM or in Campus Solutions, thus improving user productivity.

In addition to consumers, the 360 Degree View can also display information on the companies, company contacts, and workers with which a Higher Education institution needs to interact

Consolidated, Actionable View

The Constituent 360 Degree View displays information that is retrieved from both the CRM database and Campus Solutions in real time. This information includes the following about an individual or organization being viewed:

Biographical summary information such as name, address, and phone number.
A summary of CRM transactions such as case, lead, event, interaction, and so forth that are associated with the individual or organization.
Higher education specific information like recruiting and admissions data, financial aid information, transcript requests, contributor relations, affiliations, and transfer credits that apply to various stages of the constituent lifecycle.

Additionally, certain types of actions can also be performed on the individual or organization displayed from the within the 360 Degree View, such as creating new transactions like cases and leads, or navigating to a different page like the Student Service Center within Campus Solutions.

360 Degree View can display the following types of individuals and organizations:

Individual Consumer.
Worker.
Contact for a Company.
Company.

Higher Education-specific information is only displayed for persons with the Individual Consumer role.

Users of the 360 Degree View

The 360-Degree View serves as a springboard for a Higher Education business user’s interactions with constituents. Both specialists and generalists can use it for different purposes while serving a constituent. For example:

Recruiters can manage ongoing relationships with suspects, prospects, or applicants whom they are trying to recruit, and create lead or opportunity transactions for them.
Call Center agents can answer queries they receive from prospects, students, or alumni and create cases if needed.
Telesales agents can call on suspects or students and run a branch script that executes a survey.
Financial Aid officers can review financial aid checklists of applicants and report status or provide advice.
Academic advisors can review students' academic information to determine their overall standing with the institution.
Retention managers can advise students who are at the risk of dropping out and help to retain them.
Fundraisers seeking new donations can check whether an alumnus has a history of making donations to the institution.

Marketing Center Security and the 360 Degree View

This section describes the functionality of Marketing Center Security in the 360-Degree View. It includes the following sections:

360 Degree View—Secure Activity Tree for Campaigns and Events.
Constituent 360 Degree View—Secure Recruiting Information.

360 Degree View—Secure Activity Tree for Campaigns and Events

The 360-Degree View ensures that users can only see campaigns and events that they are authorized to access. If a user is not authorized to the campaign or event, the campaign or event does not display on the Marketing Activities and Events activity nodes.

Note. In order for the Event node to appear in the 360 Degree View, users must have one of the Higher Education Agent or Administrator roles (such as HE Administrator or CS- CRM HE Level One Agent) added.

Constituent 360 Degree View─Secure Recruiting Information

Only users belonging to authorized Marketing Centers can view recruiting information at the Career and Program levels. If the Marketing Center to which a user belongs is assigned to a prospect at the Career level or to any of the prospect’s Programs, that user can access the prospect and view all of his or her Career and Program information in the Recruiting Section. Users can see information about a specific Program in the Program Information grid only if the Marketing Center to which the user belongs has been assigned to that Program.

If the user does not belong to any Marketing Centers to which the prospect is assigned, then the prospect’s recruiting information is not displayed in the Constituent 360 Degree View.