Rio Salado CollegeRio Salado College

Kishia Brock

Kishia.brock@riosalado.edu

May 8, 2008

Rio Salado College, Established in 1978

• Total annual headcount- 61,000– Online learners - 28,000

• 450 unique course– Classes start every

Monday

• 12 associate degrees• Post Baccalaureate

degree

Rio’s Online Student:• The Digital Native

– Female– Average Age 26– Working– Time Strapped– Savvy Online

Consumer– Returning student

Rio Student Services Model

Convenience Flexibility Sense of connection with the institutionSense of connection with the institution Sense of connection with other learners in Sense of connection with other learners in

the institutionthe institution Online learning success tips Help with technology

Online Online LearningLearningOnline Online LearningLearning

Beede, M., & Burnett, D. (1999) Beede, M., & Burnett, D. (1999) Planning for Student Services: Best Practices for the 21st Planning for Student Services: Best Practices for the 21st Century.Century. Ann Arbor: Society for College and University Planning.Ann Arbor: Society for College and University Planning.

Relationship ManagementHow we do it!

• Systems approach

• One source of data, electronic– Student can pull data

• “Push” technology

• Technology – enable not as solution – Electronic advising system, Chat, online

student union (orientation, social networking)

Technology and Services• Self-service (admissions/enrollment)

• Online chat– 24/7 library, helpdesk,

• Online Advisement System

• CRM– Prospect - alumni

• Online student lounge– Online orientation, social network, clubs

Customer Relationship Management -Initial Design

• Phase 0

– Create MS CRM environment HW

– Design security model and roles

– Deliver technical training to administrators and IT staff

– Develop back-up and recovery plan

• Phase I

– Design and develop user interfaces

– Develop workflows

– Data Integration w/Matrix, ESF, Helpdesk, RioLearn

– Early Warning Detection – At-Risk Factors

– Report Design and Development

– Develop end user training plans

Customer Relationship Management – continued

Phase II Create a flexible materials request page Design and Develop CRM User Interfaces Develop workflows

Phase III LSQ Integration Automated Risk assessments / Workflows

Phase IV Corporate sales team integration with CRM Goldmine Data Migration

Customer Relation Management Tool (CRM)

Information Requests

Customer Relation Management Tool (CRM)

RioGram – “push” communication