Hobsons Prospective Student Enquiry Management Service

Phase 1 - Case study & implementationPhase 2 - Consolidation

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Background

• Why is ANU interested in a prospective student enquiry service?– ANU is the only group of 8 without CRM technology

– develop marketing strategies

– improve conversion rates from prospect to student

– improve reporting

• What will Hobsons prospective student enquiry service do for ANU?– support the university’s prospective student enquiry capability

– enhance the service offered to prospective students– supplement, improve and report on rather than replace existing

enquiry management services

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Background (Cont’d)

• ANU Hobsons team• What is Hobsons?

– Specialist provider of student enquiries and

prospect management services

• What will Hobsons do for ANU?– First point of contact and general enquiries– Measure enquiry response times– Report on enquiry numbers– Determine origin of enquiries– Improve conversion success rates– Benchmark against other institutions

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Phase 1 – Case study & implementation

• Case Study CAP 31 May 2013 to 15 July 2013• Implementation - All College rollout 15 July to 31 July 2013• Implementation Scope (15 July to 31 July)

– contract– college protocols– email templates– web form development– college web page buttons– college contacts– phone lines– email redirection– training

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Phase 2 – Consolidation (until 31 Oct)significant support from SIG• Web form development & governance• Email template development and governance• Strategic & Prospective Student Communication

plans• Report development• Project management

– Work breakdown structure– Issues log– Project status reports– Risk register

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Questions?

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