ANDMAKE SENCE

CONCEPTING & CONSULTING

SEVILLE, 5 JUNE 2018ARJAN BURGERS (MAKE SENCE) & RITA DE WILDE (UNIVERSITY OF TWENTE)

“improving the prospective international student journey”

Transformation program

IN THIS PRESENTATION:

INTRODUCTION STARTING POINT UT STRATEGY

SITUATION Q4 - 2016

THETRANSFORMATION

PROGRAM

THETRANSFORMATION

PROGRAM -EXECUTION

THE RESULTS1. 2. 3

.4. 5. 6.

1. INTRODUCTION

1

11,000 STUDENTS3,000 EMPLOYEES80 DIFFERENT NATIONALITIES900 BOOMING START-UPS

5 FACULTIES:• BEHAVORIOURAL, MANAGEMENT AND SOCIAL SCIENCES• ENGINGEERING TECHNOLOGY• ELECTRICAL ENGINEERING, MATHEMATICS AND COMPUTER SCIENCE• SCIENCE AND TECHNOLGY• GEO-INFORMATION SCIENCE AND EARTH OBSERVATION

UNIVERSITY OF TWENTEHIGH TECH, HUMAN TOUCH

1

BACHELOR PROGRAMMES

• University College Twente (ATLAS)• Advanced technology• Applied Mathematics• Applied Physics• Biomedical Technology• Business & IT• Chemical Engineering• Civil Engineering • Communication Science• Creative Technology• Electrical Engineering• Health Sciences• Industrial Design • Industrieal Engineering and Management• International Business Administration• Management, Society and Technology• Mechanical Engineering• Psychology• Technical Computer Science• Technical Medicine

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MASTER PROGRAMMES

• Applied Mathematics• Applied Physics• Biomedical Engineering• Business Administration• Business Information Technology• Chemical Engineering• Civil Engineering and Management• Communication Studies• Computer Science• Construction Management and Engineering• Educational Science and Technology• Electrical Engineering• Embedded Systems• Environmental and Energy Management• European Studies• Geo-information Science and Earth Observation• Geographical Information Management and

Applications• Health Sciences• Industrial Design Engineering

• Industrial Engineering and Management• Interaction Technology• Internet Science & Technology• Master Public Management• Master Risk Management• Mechanical Engineering• Methodology and Statistics for the Behavioural,

Biomedical and Scoial sciences• Nanotechnology• Philosophy of Science, Technology and Society• Psychology• Public Administration• Science Education and Communication• Spatial Engineering• Sustainable Energy Technology• Systems and Control• Teaching in Social Sciences• Technical Medicine• Water Technology

• Makesence is a boutique project agency specialized in designing and delivering consistent and compelling student and customer experiences.

• We believe that delivering the right student and customer experiences is the key to successful long-term-organizationalperformance and (eduational and research) value.

• We develop and implement the right combination of one-to-one contacts to turn thought into action and drive results for universities.

• Regular speaker at Higher Education Conferences like CASE andEAIE and of course EUPRIO.

• Winner of the Global G-CEM Customer Strategy Award, alongside a runner-up position in the global Gartner CRM Excellence Awards

• Member of jury of the National Customer Services Award, NCCA, 2011, 2012, 2013, 2014 and 2015

2. STARTING POINT: UT STRATEGY

THE STRATEGY OF THE UNIVERSITY OF TWENTE

Vision 2020: Towards a more international, collaborative, entrepreneurial universitywhich deploys its combined strenghts to strenghten society

Towards a more international, entrepreneurial, collaborative university by:1. Increasing the number of (international) master

students 2. Increasing value for society by transforming the

educational programs; 1. Become even more entrepreneurial and

collaborative; 2. The best possible match with industry

/companies/challenges of the future

100

140

180

225

280

0

50

10 0

15 0

20 0

25 0

30 0

20 16 20 17 20 18 20 19 20 20

% increase international

master students

Value for society

3. SITUATION Q4 - 2016

3

THE SITUATION IN Q4 – 2016:A suboptimal experience in different stages of the prospective student journey (the buyer journey)

3

THE SITUATION IN Q4 – 2016: OSIRIS USER EXPERIENCEGreetings! I am currently in the process of looking around for good universities to apply to which have some decent grounding in the field of Human Computer Interaction. Because of this I was in the process of applying for the Human Media Interaction program at Twente.

I am now incredibly frustrated at every single interaction I have had with Osiris and the other system I interacted with before that. I think this shows your university in a very bad light. This is the exact opposite of good design and i think you have lost, and will continue to lose. a lot of external talent due to this.

1. I had to register in one information system, Studielink, which I'm assuming you have no control over. The registration flow was one of the most insane things I have ever witnessed a registration form do. It seems to defy all good form design standards almost on purpose.

2. I get two mails, one of them is from Twente telling me to ignore the other email. Ha!

3. I need some sort of a "student number" and "e-check code" neither of which are explained in any shape or form where I'm supposed to find these from. I finally somehow manage to find them in two separate emails in my inbox.

4. Once I get in I have to upload some documents but it prompts me to upload different documents but it seems to suffer from some terrible engineering so i can't upload a .jpeg of my passport and i need to go into Photoshop to convert my .jpeg into a .pdf so it would accept it.

5. I'm suddenly prompted on the second page to fill out something called a "Financial Statement" which there seems to be no way to fill out electronically on your page. So I'm assuming you are expecting me to print this out, fill it out by hand, scan it back in and send it to you.

From all of this I've decided that the University of Twente either doesn't want me or has no grounding in design thinking. Or the people with grounding in design thinking don't care who doesn't finish their application due to bad design. All of these options clearly show me that this is not a place I should apply to.

I hope your administration will take some time and effort to one day fix this terrible abomination of an application process.

3

THE SITUATION IN Q4 – 2016:Low conversion rates and long lead times

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

?????Students who orientate

and are “exposed” to UTwente

100%Interested students

who start application

54%Complete

applications25%

Admitted students

6%

26,9 days

6%Enrolled students

4. THE TRANSFORMATION

3

PROJECT SCOPE: BROADEN THE FUNNEL :Improve the student experience from orientation to enrollment

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

Actively follow up and guide promising prospective students to the next phase of and through the funnel

Actively help and support promising prospective students to orientate, apply, register and enroll

Be faster and clearer in the application and admittance process

Make it easy for promising prospective students to apply, register and enroll

3

PROJECT SCOPE:3 Subprojects

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

Subproject 1:

Lead qualificationand follow up (before start application)

Subproject 2:

Contactstrategies duringapplication andadmittanceprocess: hot lead strategy(vs cold)contact andcontent strategies

Subproject 3:

Engagement strategies foradmittedstudents.

5. THE TRANSFORMATION PROGRAM - EXECUTION

3

MEASUREMENT AND MONITORING

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

CRM

3

23-4-2018 Kies hieronder een faculteit (dropdown) Kies hieronder een opleiding (dropdown)Totaal UT BMS M-BA

Totaal UT 2016/17Totaal UT 2017/18Totaal UT 2018/19 BMS 2016/17BMS 2017/18BMS 2018/19 M-BA 2016/17M-BA 2017/18M-BA 2018/19Totaal UT 2016/17 2017/18 2018/19 verschil BMS 2016/17 2017/18 2018/19 verschil M-BA 2016/17 2017/18 2018/19 verschilBelangstelling 4274 4986 6667 34% Belangstelling 1176 1193 1710 43% Belangstelling 316 286 329 15%Geannuleerd (voor aanvraag) 1487 298 423 42% Geannuleerd (voor aanvraag) 502 120 141 18% Geannuleerd (voor aanvraag) 157 36 33 -8%Nog niet ingediend 768 2185 2947 35% Nog niet ingediend 263 654 927 42% Nog niet ingediend 76 175 207 18%Aanvragen 2019 2503 3297 32% Aanvragen 411 419 642 53% Aanvragen 83 75 89 19%Geannuleerd (zonder behandeling) 67 59 80 36% Geannuleerd (zonder behandeling) 27 17 23 35% Geannuleerd (zonder behandeling) 13 4 6 50%In behandeling 37 685 nb In behandeling 9 170 nb In behandeling 3 38 nbVoorwaardelijk toegekend 59 206 290 41% Voorwaardelijk toegekend 8 14 43 207% Voorwaardelijk toegekend 1 3 nbToegekend 635 854 1109 30% Toegekend 113 129 271 110% Toegekend 12 10 24 140%Afgewezen 585 619 1129 82% Afgewezen 68 64 133 108% Afgewezen 21 18 18 0%Geannuleerd (alle) 2330 1341 1906 42% Geannuleerd (alle) 660 311 402 29% Geannuleerd (alle) 199 64 66 3%Geannuleerd (na toegekend) 15 144 181 26% Geannuleerd (na toegekend) 6 37 81 119% Geannuleerd (na toegekend) 2 2 7 250%Ingeschreven nb Ingeschreven nb Ingeschreven nbIngeschreven als premaster nb Ingeschreven als premaster nb Ingeschreven als premaster nbAcceptance rate (toegek./aanvr.) 31,5% 34,1% 33,6% -0,5% Acceptance rate (toegek./aanvr.) 27,5% 30,8% 42,2% 11,4% Acceptance rate (toegek./aanvr.) 14,5% 13,3% 27,0% 13,6%Yield (inschr./toegek.) 0,0% Yield (inschr./toegek.) 0,0% Yield (inschr./toegek.) 0,0%

Totaal UT is exclusief M-GEO, M-SE en M-WT BMS toont vanaf 2018/19 ook M-EEM, wat een deel van de stijging verklaart. Kies hiernaast UT / Faculteit / Opleiding Totaal UT

NB3: "Ingeschreven als pre-master" kijkt niet specifiek naar de betreffende opleiding. Uitsluitend of de student zich aan de UT als pre-master heeft ingeschreven.

NB1: Inschrijvingen zullen in de loop van 2018 zichtbaar worden. Er moet onder andere eerst een betaling zijn ontvangen.

NB2: Yield zal vanaf de eerste inschrijvingen berekend kunnen worden.

NB4: Vanwege ander administratief systeem is ITC hier niet in opgenomen.

34,1% 33,6%30,8%

42,2%

13,3%

27,0%

5,0%10,0%15,0%20,0%25,0%30,0%35,0%40,0%45,0%

Totaal UT2017/18

Totaal UT2018/19

BMS2017/18

BMS2018/19

M-BA2017/18

M-BA2018/19

Acceptance rate (toegek./aanvr.)

0,0% 0,0% 0,0% 0,0% 0,0% 0,0%10,0%20,0%30,0%40,0%50,0%60,0%70,0%80,0%90,0%

100,0%

Totaal UT2017/18

Totaal UT2018/19

BMS2017/18

BMS2018/19

M-BA2017/18

M-BA2018/19

Yield (inschr./toegek.)

6667

423

2947

3297

80685

1129 290

1109181

928 00

10002000300040005000600070008000

Waterval inschrijfproces externe instroom Master

3

IMPROVE CONVERSION FROM ORIENTATION TO START APPLICATION

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

Subproject 1

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FIRST WE DEFINED OUR CONTACT STRATEGY

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…AND FOLLOW-UP WORKFLOWS (a few examples)

Mail to join fair

Comtact with UT

E-mail with link to information downloads

Outbound telephone

call to prospective

student

Option A:I still have questions, who should I contact?

Option B:I have not made a decision yet

Option C:I already started my application

Option D:I choose another university

Option E:I do not know if I am eligibleOnline

formE-mail format

Telephone call

Participation in programme specific webinar E-mail to prospective student

Online registration

form

E-mail:

Thank you for joining our webinar

Do you have any questions? Please contact …

Link to programme specific website

Link to application

Link to eligibility checkOnline

registration form

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…AND DEVELOPED SCRIPTS PER TOUCHPOINTExample: Whatsapp script to follow-up ‘student for a day’

Follow up voor afgeronde Meeloopdagen

Waarom doen we dit?

Twee weken na de meeloopdag is het belangrijk dat we nog een follow-up inzetten. Een meeloopdag is pas echt afgerond als alle vragen beantwoord zijn of alle twijfels (zo goed mogelijk) zijn weggenomen. Voor de ML follow-up krijg je uit het voorlichtingsysteem.nl een melding dat het tijd is om actie te nemen. Deze follow-up kan geschieden door het versturen van een Whatsapp naar je meeloper. Elke begeleider verzorgt deze follow-up voor alle meelopers die je begeleid hebt, dit is niet vrijblijvend, maar verplicht!

Voorbereiding voor de follow-up

Lees je verslag in het voorlichtingsysteem door hoe de meeloopdag geweest is zodat je weer precies voor ogen hebt wie je gaat whatsappen. Speel nog even in op eventuele vragen of gebeurtenissen op die dag.

Begroeten

Help de meeloper nog even herinneren wie je bent

Reden van de whatsapp

• Hulp aanbieden waar dat nodig is • We willen graag weten of de meeloper zich al aangemeld heeft of wellicht hier nog niet aan toe is qua

jaargang • We willen als University of Twente persoonlijk contact onderhouden met onze eventuele toekomstige

studenten, vandaar ook deze follow-up van de meeloopdag. Na de meeloopdag kunnen de meelopers natuurlijk toch nog vragen krijgen of hulp nodig hebben met de aanmelding, etc. Daarbij moeten we hen ook nog van dienst zijn om de meeloopdag tot een goed einde te brengen

Vragen die je in de whatsapp gaat stellen na je begroeting:

1. Heb je een goed beeld gekregen van de opleiding waarbij je hebt meegelopen? Welk cijfer (1-10) zou je het geven?

2. Heb je na je meeloopdag nog vragen die onbeantwoord zijn? Of heb je nog twijfels? Kunnen wij je daarbij helpen? We kunnen ook vragen de bachelorcoördinator je hierover nog even te mailen, zou je dat willen?

3. Heb je al een keuze kunnen maken voor een opleiding? Is dat de opleiding waarbij je met mij hebt meegelopen? è Nee? Mag ik je vragen waarom je niet voor onze opleiding gekozen hebt? – dit is een vervolg

vraag na de eerste whatsapp. Dit kun je nl niet meteen nu al vragen, want het kan ook best zijn dat hij/zij al meteen aangeeft waarom hij/zij niet voor onze opleiding/UT heeft gekozen. Of juist wel J

Krijg je nu geen reactie op je whatsapp, dan kun je nog één herinnering er achter aan sturen. Daarna is de follow-up afgerond. Zonder reply is de follow-up helaas mislukt L

Terugkoppeling in het voorlichtingsysteem

Uiteraard moeten we de follow-up in het voorlichtingsysteem opnemen. Dus de datum van whatsapp verzending moet vermeld worden

De uitkomst van de follow-up vragen moeten in het een evaluatieverslagje opgenomen worden. Indien er geen reactie is geweest op je whatsapp en herinnering, moet dit ook vermeld worden.

En je kunt voor deze follow-up een declaratie indienen op een speciale klus waar je aan gekoppeld wordt. Hiervoor ontvang je per meeloper plm €7,50.

Hi Jonathan! Two weeks ago you’ve joined a ‘student for a day’ at the University of Twente. I was wondering if you still have any questions about the Electrical Engineering programme?

Hi Diana! Thanks for your message! Well, actually the day was very usefullto me. I really know what the programme is about. Thanks!

If you should rate the ‘student for a day’, what number would that be?

A would rate is with a 9! For sure…

Are you planning to apply here?

A would rate is with a 9! For sure…I think I will.

What is holding you back right now?

I don’t know how to apply yet...

This is the direct link to Studielink (in which you need to apply): https://app.studielink.nl/front-office/#52and the link to University of Twentewebsite for relevant information about application: https://www.utwente.nl/en/education/master/how-to-apply/international-degree/

Thanks! I will apply right away J

You’re welcome J . If you have any questions about your application, feel free to contact our Study Information Centre at +31534895489 or at study@utwente.nl. I hope to see you this September!

Thanks! And…see you in Enschede J

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Online ‘track & trace’ application and enrolment process

IMPROVING INFORMATION DURING APPLICATION AND ENROLLMENT PROCESS

3

IMPROVE CONVERSION FROM START APPLICATION TO COMPLETE APPLICATIONOrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

Subproject 2

3

IMPROVE CONVERSION FROM START APPLICATION TO COMPLETE APPLICATION

Ø Identify favorable studentsin orientation phase

ØMonitor progress of applying favorablestudents in CRM

ØContact favorable students whoencounter issues in their applicationvia phone or e-mail. Execution doneby follow-up team

|5

CALLING PROSPECTIVE STUDENTS TO SERVICE THEM IN THE PROCESS:

Is the deadline still applicable to me? That’s good

to know!

I have a question about tuition fee,

English level, study programme, etc.

Do I still need to upload documents? I was not aware of that

fact…

And getting to know our ‘customer’ even better by organizing feedback sessions for enrolled students after their arrival:

• Theme 1: reasons to choose UT ‘I knew it, because of my exchange to the UT. ’

• Theme 2: service while applying ‘I had a very confusing feeling, because I got a mail that I was admitted to the pre-master and then I did not hear anything for 3 weeks, although I contacted the Admission Office. In the end my study programme told me I needed the GMAT, but the Admission Office didn’t know wat the GMAT was’.

• Theme 3: expectations before arrival vs. actual experiences

‘I could really feel the reputation’.

• Theme 4: life and career after UT ‘Problably I won’t stay here, but I do not have any idea’.

I am still waiting for test results

I did not get a scholarshipand have no/not enough

finances of my own

I choose another university, but was

not aware of the fact that I can stop my

application process at UT

3

IMPROVE CONVERSION FROM COMPLETE APPLICATION TO ENROLLMENT

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration

Subproject 3

3

SITUATION Q4 – RED CONTENT, HARDLY GREEN OR YELLOWPlease send in documents in time

Finishedapplication

EnrollmentAdmittance / Registration

JANUARY FEBRUARY MARCH APRIL MAY JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER

Type of communication:complete your file/application processpayment processvisa/housing process

prepare for coming to Twente

welcome by study programme

Communication purpose:be service orientedassure process and service adherence

enthuse student to come to Twentesupport student during preparations

enthuse student for the study programme (content)connect student and professor/teachers

Please pay in time

Arrange visa and housing

3

Please send in documents in time

Finishedapplication

EnrollmentAdmittance / Registration

JANUARY FEBRUARY MARCH APRIL MAY JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER

Please pay in time

Arrange visa and housing

Arrange your (cheap) tickets

Prepare your trip from the airport to Twente

Welcome to Twente

Welcome study

programme CareerMentor

Social commu-

nities Alumni

Type of communication:complete your file/application processpayment processvisa/housing process

prepare for coming to Twente

welcome by study programme

Communication purpose:be service orientedassure process and service adherence

enthuse student to come to Twentesupport student during preparations

enthuse student for the study programme (content)connect student and professor/teachers

Congratulations!You are admitted

Welcome by Rector

Webinarwith professor and

current student- Unique aspects of the

program

Welcome byProgram coordinator

- Unique campus- Specific facilites.

Outbound email about

mentor program- Introduction

mentor- Option to have your own mentor

Career perspectives- Glimpse of the careers which some of our alumni have

embarked on

Job opportunitiesPreparing for the

Netherlandsemployees of our University

tell you how they can help you to prepare yourself for the

labour market

View online version

Dear Yorick, Have you ever wondered how the Dutch grading system works? Or are you keen to learn what job you will be able to take on after your studies? Several international students and employees of the University of Twente will tell you all about it. Job opportunities What kind of work are you going to do after your studies? Will you go back to your home country or will you stay here? We understand that this is still hard to say at this moment. Keep in mind that the Dutch government provides you with the option to stay in the Netherlands after graduation for one year which will give you the opportunity to find a job. That’s good to know! Have a look at this video, in which employees of our University tell you how they can help you to prepare yourself for the labour market. Grading system We have learned that some international students are a bit disappointed when they receive their first grades. Why didn’t I score a 10? Well, if you want to score a 10, which is the Dutch equivalent of an A*, you have to perform better than your professor! Although we work with a grading system between 1 and 10, a mark of 8 is usually the highest grade you can receive, with an occasional 9 here and there. Strange isn’t it? Luckily, it works both ways: also a score of 1, 2 or 3 is not very common ;-) Would you like to know more about our grading system and the different types of exams? Please check this video. We are glad to help you with your preparations for studying at the University of Twente. We will see you very soon. Regards, University of Twente

THE LABOUR MARKET (VIDEO)

View online version

Dear Yorick, Where will you be working after your graduation from Civil Engineering and Management? What are your opportunities? Where will you end up? We will help you find the answers to these questions. Since 2012, 645 students have obtained a degree in Civil Engineering and Management. We will give you a glimpse of the careers which some of our alumni have embarked on. Learn about alumnus Wouter de Hamer's career

Did you find any inspiration? See you soon in Enschede.

View online version

Dear Arjan, We are proud that you will be attending our programme Nanotechnology. To give you an impression of our campus and the facilities that are available during your study at our university, we made a short film. Please have a look at this video.

We hope this film has given you a great impression of our campus. Wait till you see it with your own eyes. We look forward to seeing you soon at Nanotechnology at the University of Twente! Regards, Rik Akse Study Counsellor University of Twente

View the online version

Hi [voornaam],

You already know that have been admitted to your study programme at the University of Twente. That means you are (almost) ready to start a new phase in your life. Being a student in Enschede, in the Netherlands. We like to guide you in this new exciting step. So, do you have questions about your study? Our Study Information Centre is very willing to help you. In this video message our Rector Magnificus also likes to welcome you!

We look forward to see you in September! Kind regards, University of Twente

Contact the Study Information Centre

Welcome by the study program:We are proud that you will be attending our programme Nanotechnology. To give you an impression of our campus and the facilities that are available during your study at our university, we made a short film. Please have a look at this video.”https://www .youtube.com /watch?v=u3FdQAVZoGg&_cldee=YXJqYW 5AbW FrZXN lbmN lLm5s

&recip ientid=contact-90dfd0dac2eee61180f9005056896158-7fea5377af104b1d8c43bcf4a747d6ca&esid=5acd437d-09a5-e711-8103-005056896158&urlid=0

Careers of our alumni:Since 2012, 564 students have obtained a degree in Public Administration. We will give you a glimpse of the careers which some of our alumni have embarked on.Learn about alumnus Christian Wagner's career”

Job opportunitiesPreparing for the Netherlands:“Have a look at this video, in which employees of our University tell you how they can help you to prepare yourself for the labour market”

6. RESULTS

LAST YEAR (INTAKE 2017/2018) WE ACHIEVED THE FIRST TARGET:

+33%* more enrolled students for English Taught Master programmes (+40%* international students)

Conversion rates improved:1. Start application: +16%2. Finished application: +21% 3. Admittance: +20%4. Enrolled: +33%

Lead times reduced from an 26,9 days to 22,3 days

% increase international

master students

Value for society

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225

280

0

50

10 0

15 0

20 0

25 0

30 0

20 16 20 17 20 18 20 19 20 20

… AND ARE CONFIDENT THAT WE WILL GET CLOSE TO THE SECOND TARGET THIS YEAR:

+30% more enrolled students for English Taught Master programmes

Lead times reduced to 14 days.

Approx. 30% more applications processed with more or less the same capacity.

Conversion rates: Current status 27% more admitted students than last year.

Engagement strategies for admitted students in place.

Value for society

% increaseinternational

masterstudents

100

140

180

225

280

0

50

10 0

15 0

20 0

25 0

30 0

20 16 20 17 20 18 20 19 20 20

… AND KNOW WHAT WE WILL DO TO MAKE THE CONSEQUETIVE STEP IN 2019TO ACHIEVE THE TARGET FOR 2020:

Further optimize the process and content in the process.

Become more proactive.

Continue with focus on quality over quantity

Value for society

% increaseinternational

masterstudents

100

140

180

225

280

0

50

10 0

15 0

20 0

25 0

30 0

20 16 20 17 20 18 20 19 20 20

|5

CUSTOMER SERVICE:

Marketing automation

(Internal) training for ‘influencers’

3

THE REVERSED FUNNEL: THE CONCEPT

OrientationDeepening

information and advise

Start application

Finishedapplication

EnrollmentAdmittance / Registration Successful

study

Who are our successful students?

What is the ideal classroom?

Where can we find highly talented (international) students who enrich our classroom and are willing and able to come to Twente (the right fit for both)?

KEY ELEMENTS OF SUCCESS:

Just do!

Co-operate!

Celebrate success!

7. BACK UP

Off-campusevents

External comparisionp

ortalswithout leads

utwente.nl/masters

Brochure requests

utwente.nl

FacebookGoogle add / banner

Q & A and data

exchange and brochure

Student is logged into

CRM

Microsoft Dynamics

Favorable student receives personal folowup

Student receives

automated follow-up

Agent

Lead qualificationAnd follow up.

Start application

Direct phone or

email

Q & A via chat

Q & A via email or phone

TwitterInstagram Professionalendorsement

Snapchat(impres-

sions open days)E-check

On-campusEvents

(open day/ taster day)

Webinar

Search forrelevant studies

More detail about

programCheck

admittance Start application Application Wait for

admittance Admittance Decide foruniversity

Prepare tocome toEnschede

Emot

ion

Beha

vior

/To

uchp

oint

tbd

Tim

e

tbd n.a. 1 day 2 weeks n.a. 1 month tbd

university s i g n me up

Studyportals UT website E-check Application system

Application system

Outboundemail Enrollment Social

mediaOutbound

email

|5

Example: Nanotechnolog

So that the admitted student can make a conscious decision and UT stays top-of-mindFOCUS ON UNIQUE POINT OF THE PROGRAM AND/OR UNIVERSITY

View online version

Dear Yorick, We are proud that you will be attending our programme Public Administration. To give you an impression of our campus and the facilities that are available during your study at our university, we made a short film. Please have a look at this video.

We hope this film has given you a great impression of our campus. Wait till you see it with your own eyes. We look forward to seeing you soon at Public Administration at the University of Twente! Regards, René Torenvlied Programme director Public Administration University of Twente

View online version

Dear Yorick, Have you ever wondered how the Dutch grading system works? Or are you keen to learn what job you will be able to take on after your studies? Several international students and employees of the University of Twente will tell you all about it. Job opportunities What kind of work are you going to do after your studies? Will you go back to your home country or will you stay here? We understand that this is still hard to say at this moment. Keep in mind that the Dutch government provides you with the option to stay in the Netherlands after graduation for one year which will give you the opportunity to find a job. That’s good to know! Have a look at this video, in which employees of our University tell you how they can help you to prepare yourself for the labour market. Grading system We have learned that some international students are a bit disappointed when they receive their first grades. Why didn’t I score a 10? Well, if you want to score a 10, which is the Dutch equivalent of an A*, you have to perform better than your professor! Although we work with a grading system between 1 and 10, a mark of 8 is usually the highest grade you can receive, with an occasional 9 here and there. Strange isn’t it? Luckily, it works both ways: also a score of 1, 2 or 3 is not very common ;-) Would you like to know more about our grading system and the different types of exams? Please check this video. We are glad to help you with your preparations for studying at the University of Twente. We will see you very soon. Regards, University of Twente

THE LABOUR MARKET (VIDEO)

Careers of our alumni:

Since 2012, 564 students have obtained a degree in Public Administration. We will give you a glimpse of the careers which some of our alumni have embarked on.

Learn about alumnus Christian Wagner's career”

Welcome by the study program:

We are proud that you will be attending our programme Public Administration. To give you an impression of our campus and the facilities that are available during your study at our university, we made a short film. Please have a look at this video.”https://www.youtube.com/watch?v=e7HcmBepFWs&_cldee=eS5yZXV2ZWthbXBAdXR3ZW50ZS5ubA%3d%3d&recipientid=contact-1f5305c7db86e61180f7005056bd69f3-8546dbe9aece43cf9a1185fd13b1c305&esid=8f1ac9f5-224d-e711-80fe-005056896158&urlid=0

Job opportunitiesPreparing for the Netherlands:

“Have a look at this video, in which employees of our University tell you how they can help you to prepare yourself for the labour market”

Example: Nanotechnology View online version

Dear Arjan, We are proud that you will be attending our programme Nanotechnology. To give you an impression of our campus and the facilities that are available during your study at our university, we made a short film. Please have a look at this video.

We hope this film has given you a great impression of our campus. Wait till you see it with your own eyes. We look forward to seeing you soon at Nanotechnology at the University of Twente! Regards, Rik Akse Study Counsellor University of Twente

https://www .youtube.com /watch?v=u3FdQAVZoGg&_cldee=YXJqYW 5AbW FrZXN lbmN lLm5s&recip ientid=contact-90dfd0dac2eee61180f9005056896158-

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