RADIUS CRM GET STARTED GUIDE

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Key phrases, features, and modules to help you get started in Hobsons Radius CRM.

GET STARTED GUIDE

INTRODUCTION ....................................... page 2

VIEWS .................................................................. page 3

ANALYTICS ........................................................ page 4

CONTACTS ................................................. page 5

LIFECYCLES ................................................ page 6

CASES .......................................................... page 7

COMMUNICATIONS ............................... page 8

INQUIRIES/FORMS ................................. page 9

EVENTS ...................................................... page 10

GLOSSARY ................................................. page 11

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CRM: Customer Relationship Management

The CRM is a relationship-focused database that tracks any/all contact that prospective students have with us. This includes interactions from their first inquiry,

to what enrollment steps they've taken. It allows us to communicate with them based on where they are in the admissions process.

Once you've got your User ID and Password, log-in to Hobsons Radius:

https://www.hobsonsradius.com/crm/login.sas

Additional training tips and information:

https://hobsons.force.com/compass/SignIn

If you have not received your log-in details, or have forgotten your password, contact Lori Greenwood at extension 1248.

The CRM is not meant to be a communication tool for current students. Radius will help us take an individual from prospect status to their first week of classes. Then, it's designed to hand them off to the college once they've enrolled and classes have begun.

Most of the ongoing maintenance, updating, communication plan development, and training for the CRM will be handled by the Strategic Enrollment Management department (SEM)

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Customer Relationship Management (CRM) is a technology tool we will use to manage, communicate, and analyze interactions with prospective students.

INTRODUCTION

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Currently, Edmonds Community College doesn't have a way to systematically communicate with, or track our prospective students. Additionally, we know that 50% of our applicants never enroll in classes. With some good communication, we hope to influence these students - who already show an interest in the college - to enroll.

We're contracted with a product called Hobsons Radius. Hobsons is an industry leader already working with some of our Washington State community and technical colleges.

Radius is a platform built for higher ed, and it specializes in prospective students. Hobsons is also the parent company for Naviance (which has a high school focus) and Starfish (a student retention tool). As our first step, we've already connected to Naviance's College View, since our local Edmonds, Mukilteo, and Everett School Districts are already using it. While the campus Outreach Team is likely to use the system the most, our unlimited licensing would allow any staff or faculty member working with prospective students, to work in the system.

within College Relations. If you have questions, or need additional training and support, please contact us.

Lori Greenwoodextension 1248

lori.greenwood@edcc.edu

In VIEWS you can customize your own home screen to access the information you need at your fingertips.

The VIEW button will offer you a set of actions to select from. They are: Edit, Create, Reload, Clone, Schedule, Share, and Delete.

Building your VIEW will take a little trial and error, and will require you to use some true or false criteria logic. Before you create your VIEW, think about the information you need to include, as well as your intended purpose or use.

Step 1. Create your View From the desired module, click on the CREATE link in the View drop down menu.

Step 2. Name your ViewGive your View a clear name. For example, Submitted Inquiry Forms may be clearer than Jill's View.

Step 3. Use the criteria builderSelect which records to incorporate into your View.

Step 4. Click Save

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Once the View is created, you can also choose which columns to display. To do this:

• Click on Add/Remove Columns.

• Select the module from which to display columns.

• Choose the field name to display.

• Select the desired field from the Available Columns list by checking the box next to the field name.

• Click Save.

Need more help setting up views? Got more questions?

Lori Greenwoodextension 1248

lori.greenwood@edcc.edu

Visit the SEM webpage to review the complete Hobsons Radius Users Guide:

edcc.edu/sem. Instructions for setting up Views can be found on pages 9-14.

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VIEWS

Dashboard List Views give you the ability to quickly arrange pieces of data collected in the CRM.

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Make informed decisions based on data collected and available within the CRM.

ANALYTICS

DASHBOARD ANALYTICS are a pictorial real-time snapshot of key metrics, in which you can compare the patterns and trends in prospect-related data.

You can use Analytic Dashboards for Cases, Campaigns, Contacts, and Lifecycles:

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REPORTS and Views work hand-in-hand. Reports are generated out of the data points that you set-up in Views. All reports will present a year-over-year breakdown of those data points for the current fiscal year. Going forward, you'll be able to view data from the previous two fiscal years.

Want a unique report?

Looking for specific data about your Contacts?

Lori Greenwoodextension 1248

lori.greenwood@edcc.edu

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Every relationship you’ll build using the CRM begins with a prospective student, known as a “Contact.”

CONTACTS

CONTACTS is where you will enter and update details about your prospective student and their educational goals.

How to enter a new Contact in the CRM:

Begin by clicking on the Contacts icon near the top left of your screen. Then, click on Contacts, again in the drop-down menu. Select the New Contact button at the top left of the page.

Complete the contact form, and then click Save. If you’re creating more than one new contact record, click on Save and New instead.

Contacts can also be created by using the Quick Create module, and selecting Contacts from the drop-down menu. Both of these processes work well for creating individual records.

BULK IMPORTS:

Depending on your Profile Security Setting, you may not have access to bulk importing of Contacts. For additional assistance with bulk uploads, please contact lori.greenwood@edcc.edu.

Select Import File - Click on Contacts, then select Import Contacts (New) from the Tools dropdown menu. Select the file for import by using the browse button. Import .csv files only.

Pick the Lifecycle Role/Stage - Select a Lifecycle Role and Stage, if applicable. (See LIFECYCLES in this user guide for additional information.) Please note that doing so will assign this Lifecycle Role and Stage to all contacts within your bulk import file. This will also override any pre-existing role and stage within the system.

If your imported list of contacts will be used in an email campaign or event invitation, updating the Lifecycle Role/Stage is a good practice, since it will add your contacts to the communications plan target group. You can search for an existing target by clicking the green plus sign to the right of the Add to Static Target box.

By default, since you are importing the contact list, you will automatically become the owner of each record. However, after uploading, you can select another CRM user as the contact owner. You can also re-assign contacts to another user by selecting an appropriate Assignment Rule.

Schedule an Import - Check the Schedule Import option to schedule the import for a future date. You will then be prompted to input a date and time.

Pick the Duplicate Check Settings - Choose whether a duplicate within the import file should update a pre-existing contact, and whether a new contact should be created within the system if a duplicate record is not found.

Field Mappings - Once a file to import has been selected and verified by the system, the Field Mappings section will appear. Map each field found within the import layout to a field currently found within the system. For assistance with field mappings, please contact Lori Greenwood.

You have the ability to map a single field to many system fields.

1. Once field mapping is complete, select Import Records.

2. A pop-up message will appear once the import has been queued. The status of the import can be viewed by clicking the Import History button.

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Applicant – Complete: A contact who has completed and submitted an application.

Applicant – Incomplete: A contact who has an incomplete application.

Student – Enrolled: A student who has enrolled/registered for classes.

Student – Not Enrolled/Inactive: A student who was enrolled but dropped classes or stopped attending.

How to manually assign a Lifecycle to your Contact:

1. Navigate to the Contacts module and click on the name of your Contact.

2. Select the Lifecycles tab.

3. Click on the New Lifecycle button in the grey bar.

4. Using the pull-down menu for Lifecycle Role, select the correct Role for your Contact.

5. Using the pull-down menu for Lifecycle Stage, select the correct Stage for your Contact.

6. Identify whether this role is the primary role by clicking on the checkbox. Note: Fields with a red asterisk are required.

7. Select Save, or Save and New to add/change another lifecycle to a contact.

LIFECYCLES let you identify the phase a Contact is in as they move through the enrollment process. As an end-user, you’ll have the option of assigning or changing a Contact’s lifecycle based on your interaction with them.

Our Lifecycle ROLES consist of three phases:

• Prospect • Applicant• Student

Lifecycle STAGES are subcategories, and will vary from role to role. Each role has its own unique stages that won’t appear as options when selecting other roles. Our Stages are as follows:

Prospect – Early: A young prospect still in middle school or early high school, not yet able to apply.

Prospect – Active: A prospect that is requesting information and/or responding to communication.

Prospect – Engaged: A prospect who has made a campus visit or attended an event.

Prospect – Inactive: A prospect who has not responded to communications and has not attended events.

Tracking the progress of your Contact from their first inquiry to their first day of classes.

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• Whenever possible, use one of these Templates.• If no Template adequately describes the reason a prospective student has contacted you, then type-in an appropriate description in the Cases Subject field.• Fill-in any pertinent information on the form.• Click save.

Once you’ve created a Case, you can:• Assign a status.• Assign a priority-level.• Change the Cases Owner. • Assign Tasks to signal that further follow-up is needed. • As you add or change information, remember to click save.

All on-going communication that takes place with a prospect will create a thread of messages to track the Cases history. This will allow CRM users to easily catch up on correspondence between the college and the Contact.

VIEWING CASES: • Clicking on the Cases Module button in the toolbar will cause a drop-down to appear. • Clicking on “Cases” will take you to the Cases List View. • Depending on the list view configuration, you will see a variety of fields related to each Case.

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• Clicking on the Cases Subject will allow access to the specific case itself. • Within each Case you will see information about that particular case, typically including the subject, status, source, and priority.

As a CRM user, you can also see any messages or comments regarding a given Case in the section labeled: Case Details.

Within each Case, you can also:• Add or respond to messages.• Add comments.• Create Tasks or Appointments using the “TOOLS” bar at the right side.

At the top right-hand corner of the Case, clicking on the Related Information drop-down button allows you to open tabs to display any related Tasks, Appointments, or Attachments. Once all required follow-up has been completed, you can close a Case by selecting Completed from the Status menu.

CASES are designed to keep a record of all activity that a prospective student has with the college. Cases are automatically created when someone fills out an inquiry form on our website, or when an inbound email is received. However, you can also manually create a Case. This is helpful for phone or face-to-face meetings, and will enable you to document and connect important details to your prospective student’s Contact record.

To add a Case, you will first click on the name of the Contact that you are working with. This will open their file. Next:• Click on “Create Case” in the TOOLS list at the right. • Near the top of the window, you will see a button/pull-down menu called: “Templates.” • Templates will give you several standard Cases options, including:

Application Follow-upCall CampaignDirect MailEmailEvent Follow-upPhone CallReferral to ISSReferral to ResourcesReferral to Running StarTour Follow-upWalk-in/Drop-in Visit

Whether face-to-face, by phone, email, or through a web inquiry form, any communication with your Contact is recorded in “Cases.”

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COMMUNICATIONS AND MARKETING capabilities within the CRM will provide for robust communications that build college identity and strengthen connections within our community.

Email Templates

As a CRM user, you can create and save individual email templates for sending communication to your contacts, whether for immediate or future use. The creation of an email template consists of two parts. The first is Email Template Information, in which you will:

• Enter a name (not visible to your contact) • Enter a subject line (visible to your contact) • File your email in a folder, either selected from the drop-down menu, or in a new folder that you can create.

Boost enrollment by creating concise, compelling messages that are timely, personal, and on-target.

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COMMUNICATIONS

The second part is the Email Template Body construction. Radius allows for email creation using simple text, or a rich HTML-based format using a standard wysiwyg editor. The email text can be hand entered, or copied and pasted from Microsoft Word.

The email template also offers personalization through the use of a conditional logic editor, and is straightforward enough for both beginner and advanced users to operate.

Communications Plans and Email Campaigns

Communication plans use a series of emails that are sent out to a specific group of contacts, based on pre-defined intervals of time. They also use targets with specific entry and exit rules.

Since determining all the elements involved in building a Communication Plan can sometimes be extensive, they will be developed within the SEM department.

Would you like to discuss and develop a Communication Plan for your

program or department?

Lori Greenwood extension 1248

lori.greenwood@edcc.edu

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If your department engages in outreach to prospective students, and would benefit from using an online inquiry form, please contact:

Lori Greenwood extension 1248

lori.greenwood@edcc.edu

Prospect-generated forms, questions, requests, or statements of interest are recorded in “Inquiries.”

INQUIRIES/FORMS

INQUIRIES allows you toeffectively collect prospective student’s requests, adding them to the CRM pipeline. This is accomplished by the creation of inquiry forms, and through the collection of questions and requests that a prospective student has for us. An Inquiry is also a type of Case that is self-generated by the prospect.

In order to jump-start the Inquires module, we have recreated various web

forms, that allows us to funnel submissions into the CRM.

The submission of an inquiry form results in the creation of a Case, where you’ll have the ability to indicate status, priority, and assignment.

Currently, we have six inquiry forms embedded on the college website, collecting Contact information andentering it into the CRM.

Those forms include:• Request More Information• Athletics Interest• Worker Retraining• Nursing Program• Music Program• Acing College Information

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EVENTS allows you to manage the registration process, attendees, and locations of your event. The primary purpose of this module is to create and manage events.

The EVENTS tab includes:Events, Attendees, Targets, Event Communications, Email Templates, Locations, and Event Forms.

NOTE: When planning for your event, you may need an online registration Event Form, and an Event Email Template, to get your invitees registered. The SEM department will create these for you.

To create an event:Begin by clicking on the Events tab, then click on the New Event button.

In the Event Profile section, you'll need to complete all required fields (in red). Give your event a name, a location, an Owner, and a description, and then publish your event to the Self Service Center.

Next, you can assign a Category. This can be managed in the Setup Menu. Assign a Host/Presenter to your event.

In the Scheduling section, specify the date and time that your event will start and end.

In the Online Registration section, you'll need to select the Registration Cut-Off Date and Time. In this module, you'll want to create a message to alert those who try to register after the cut-off date, that they've missed the deadline.

The Capacity section allows you to designate how many people you'll have room for at your event, and will limit your registration number to match your Capacity setting. Selecting the Capacity cut-off message will let you both inform your overflow registrants, and form a waitlist at the same time. Waitlists will be actively managed within the CRM, so that a cancellation will register the first person on the waitlist.

Next, select an Attendee Status. While the status field is populated with out-of-the-box values, you can edit and add to it as needed. Lifecycle roles and stages can also be auto-assigned to event registrants (optional).

Create Email Notifications for your attendees. Some Email templates are also provided out-of-the-box, but can easily be edited and enhanced. Remember to assign the appropriate mail profile to the template.

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Communication to prospective students about any session, campus tour, or gathering they can attend, can be managed in events.

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These notifications include:Registration ConfirmationDid not respondReminder for registeredWaitlistedWaitlisted to registeredCapacity reached (for hosts)Thank you - AttendedDid not AttendCanceled

Finally, you can adjust your Assignment Settings for this event to assign Contacts, School, Employer, Lifecycles, and Attendees to specific users in the system.Once you have completed all fields, click Save at the top of the screen.

The last step is to invite attendees. At the top of the newly created event, click the Invite button. In the pop up box that appears, complete all required fields. Select your target audience and the invitationemail template you want to send. You can then opt to send the invite immediately, or schedule it for a future date and time.

• Active Match Plus – Prospective students who have self-selected to enter our CRM through the local high schools Naviance system will be labeled/grouped as Active Match Plus in the Contacts module.

• Appointments – The Appointments function allows you to schedule a meeting and email appointment reminders.

• Admissions Funnel – The Admissions Funnel is a metaphor for the process of moving individuals from the pool of prospective students through applicants, admits, and eventually enrolled students.

• Cases – are designed to keep a record of all activity that a prospective student has with the college. Cases are automatically created when someone fills out an inquiry form on our website, or when an inbound email is received.

• Compass – Hobsons Compass is a service designed to provide product support, resolve technical issues, share tips and best practices, connect you with other product users, and provide feedback on your experience using Radius.

• Communication Plans – Communication Plans contain a series of targeted, timed email messages sent to a designated group of prospective students.

• Contacts – The Contacts module is the basic prospective student file within Radius. A Contact file contains information, such as: name, address, email, phone number, family/parent information, academic or career interests, and educational history.

• Educations – The Educations module contains details about schools, colleges, and universities that are connected to prospective students through the Contacts module.

• Email Templates – Radius provides you with a standard content editor that allows for both HTML and text email creation. You can create and save email templates for immediate or future use.

• Inquiries – An Inquiry is a question, request, or a statement of interest that a prospective student may have for the college. Inquiries generate a Case.

• Inquiry Forms – Inquiry Forms allows us to collect information and respond to those who inquire about attending Edmonds CC, and/or express interest in a various program or department. Inquiry Forms are created within the CRM and embedded into the Edmonds CC website. All prospects who submit an Inquiry Form are logged as a Contact, generate a Case, receive an automated email response, and are added to an appropriate Communication Plan.

• Lifecycle Roles – Edmonds CC has three distinct Lifecycle Roles to identify a Contact's progress toward enrollment. They are: Prospect, Applicant, and Student.

• Lifecycle Stages – Stages are subcategories, and will vary from Lifecycle Role to Role. Stages help to define a Contact's progress as they move through a Lifecycle Role.

• Locations – The Locations function works in coordination with the Events module and files the physical addresses where events occur. You can add new Locations as needed, and then save your Locations in the CRM for future use.

• Marketing Campaigns – Campaigns are mass emails sent to designated groups of prospective students.

• Organizations – The Organizations module containsdetails about various non-profits, community partners, businesses, or schools that our college collaborates with.

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A list of common terms used within Radius CRM

GLOSSARY

• Prospect – A Prospect is a potential student.

• Quick Create – Quick Create allows you to manually enter new information into the CRM, and can be used for any of the modules that appear in the drop-down menu.

• Tasks – The optional Tasks function enables you to create, track, and complete various items within the CRM. Tasks can be created as reminders to yourself, or can be assigned to other users in the system. Once the Task has been finished, it can be marked as “complete.”

• Targets – Targets are pre-defined entry and exit points for various campaigns and communications plans. Targets help us to determine which Contacts should get which messages based on their interests and movement throughLifecycle Roles and Stages.

• Workspace – A customized dashboard, unique to each user, can be created by using widgets to assemble "snapshots" of information (Views) for ease of viewing.

• Views –Views give you the ability to quickly customize and arrange pieces of data collected in the CRM, for at-a-glance viewing on your workspace dashboard.

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Edmonds Community College does not discriminate on the basis of race; color; religion; national origin; sex; disability; sexual orientation; age; citizenship, marital, or veteran status; or genetic information in its programs and activities. The nondiscrimination language is available in multiple languages at edcc.edu/nondiscrimination.