Admissions Process y y y y y y y y y y y y y y Grades and scores Essays evaluated Comparisons between students in a group Extra-curriculars weighed Vote ***Not

straightforward subjective???*** Pros and cons debated Transcript coupled with extracurriculars Activity/Cultural/Scores Rigor of high school curriculum (AP, Honors) Age, Gender, Location, Race, Socio-economic status, legacy Apply early College needs at a moment: athletes, musicians, etc. Financial Aid????

University constituents lifecycle y y y y y y y CRM: y y y y y y Email exchanges Phone conversations Chat sessions Web visits Communications campaigns In-person appointments Prospective student Admitted Student New Student Returning Student Graduating Student Alum Donor

U Minnesota admissions and CRM y y y Self-service portal (Knowledge Base) Phone Inquiry Follow-up Email response

Electronic communications campaigns

Outcomes for students y y y y y y y Easier to work with us! Multiple channels available for service Instant info 24 hours Customized proactive info from university Average phone hold time = 23 seconds Email response time 24 hours Seamless experience from admissions to orientation to college advising and career center

Outcomes for the University y y y y Meeting and exceeding student/constituent service expectations Web s self-service rate ~ 97.6% o Decrease in inbound email No added staff despite application increases Meeting university expected enrollment outcomes