About the Episode
About the Episode:
In this episode of "In Your Element," we welcomed Kelly Schimpf, the Dean of Enrollment Management and Student Services at Salem Community College, to discuss the transformative journey of implementing a new CRM system at her institution. Kelly highlighted Salem's proactive approach to embracing technology to enhance student services and improve operational efficiency and shared her experiences and insights on selecting and deploying a CRM that can be tailored to the unique needs of a community college. The discussion revolved around the importance of involving a diverse range of campus voices in the CRM selection process and ensuring the technology supports the entire student lifecycle, from admission to alumni relations.
A Thoughtful Approach to CRM Implementation
Kelly's strategy for CRM implementation was deeply inclusive and meticulously planned. Understanding the importance of cross-departmental buy-in, she involved around ten campus stakeholders in the CRM selection process, including those inexperienced with such systems. This inclusivity ensured the chosen CRM, Element451, catered to the diverse needs across the institution, supporting Salem's commitment to a full student lifecycle approach—from prospect to alumni.
The Phases of Implementation
The rollout of Element 451 at Salem was structured yet adaptive, focusing on high-impact areas first:
- Request for Information (RFI) Forms: Starting with basic yet crucial tools like the RFI form allowed Salem to enhance top-of-the-funnel activities by better capturing and tracking prospective student inquiries.
- Event Management: The CRM's next test was managing Salem's large summer open house. The success here proved the system's robustness in handling complex, high-visibility events, leading to more refined event management practices.
- Application Processing: Perhaps the most significant phase was redefining the application process. By transitioning from an older system with limited capabilities, Kelly and her team were able to introduce more sophisticated features, improving both the applicant's experience and the staff's workflow efficiency.
Tips for Successful CRM Adoption
Kelly's experience offers valuable lessons for other institutions considering or currently implementing a new CRM:
- Involve Stakeholders Early: Including voices from various departments ensures the system meets broad institutional needs and aids in smoother adoption.
- Start Small, Think Big: Tackle high-impact, manageable tasks first to build confidence and demonstrate early wins.
- Iterate and Improve: Use the initial implementation phase to learn and plan for gradual enhancements rather than perfect solutions upfront.
Engaging the Community and Planning for the Future
The community at Salem Community College has embraced the new CRM, thanks to transparent communication and phased training across departments. Looking ahead, the team is excited about exploring additional features like AI-driven chatbots and advanced analytics to further enrich their student engagement and operational workflows.
Key Takeaways:
- Collaborative CRM Selection: Engaging stakeholders from across the campus during the CRM demo phase to gather diverse insights and ensure the system meets various departmental needs.
- Strategic Implementation: Adopting a phased approach to CRM implementation, focusing on high-impact features and ensuring the system is adaptable to the college's evolving needs. The success of technology adoption in higher education hinges on having a dedicated, cross-functional team that can drive the project forward.
- Enhancing Student Services: Utilizing the CRM to streamline admissions, improve communication, and support student retention by providing a cohesive experience across all touchpoints.
- Leveraging Technology: The critical role of technology in compensating for staffing shortages and enhancing operational efficiencies in higher education institutions.
Calls to Action:
- Subscribe to "In Your Element" for more insights into higher education technology and management.
- Share this episode with fellow educators and administrative professionals.
- Engage with us on social media to discuss your experiences with CRM implementations and how it has transformed student services at your institution.
Connect With Our Co-Hosts:
Daniella Nordin
https://www.linkedin.com/in/daniellanordin/
Brendan Henkel
https://www.linkedin.com/in/bkhenkel/
About The Enrollify Podcast Network: In Your Element is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Some of our favorites include Visionary Voices: The College President’s Playbook and Higher Ed Pulse.
Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
Connect with Us at the Engage Summit: Exciting news — Daniella and Brendan will be at the 2024 Engage Summit in Raleigh, NC, on June 25 and 26, and we’d love to meet you there! Sessions will focus on cutting-edge AI applications that are reshaping student outreach, enhancing staff productivity, and offering deep insights into ROI.
Use the discount code Enrollify50 at checkout, and you can register for just $200.
Learn more and register at engage.element451.com — we can’t wait to see you there!
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