In the Higher Education space, recruiting and retaining students is a competitive battle, and the interactions Universities have with students and parents/guardians are critical to their success.
Whether you are building your University’s brand recognition or focusing on delivering a stellar student experience, ServiceNow can help you elevate your University; modernize and streamline the student experience, stay connected with students and parents, or reduce your costs through intelligent automation.
Written by Acorio’s CEO, Ellen Daley, this brand-new whitepaper outlines digital transformation as it pertains to Higher Ed and the key role Service Now and Acorio’s One-Stop Student Solution with ServiceNow is changing the way Universities interact with their students and parents/guardians.
Is your University staying up to speed with the growing expectations of today’s students?
Think about this: The freshmen walking onto campus today have all grown up as consumers in an online community, which has disrupted and influenced what they expect and demand from their University. So, if students have changed from even just a decade ago, why, then, are schools – and the experience they deliver – not evolving symbiotically?
Some stats to think about:
- 23% of students will leave a college or transfer to another institution due to the perception of poor service (according to Raisman, 2012).
- $25B in products and services for education technology are going to separate systems across campus.
- A recent Parthenon-EY Education study found that over 800 campuses exhibit a range of risk factors putting them in jeopardy of closing, with risk factors including enrollments of under 1,000 students, discounts that reduce tuition by more than 35%, and high debt repayment schedules.
How to Compete with Other Higher Ed Institutions and Respond to Student “Consumerization”
The evolution of student expectations and institutional goals has led to a consolidation and improvement of student-facing services. This normally manifests in one of three scenarios. Sometimes, it’s all of them at the same time.
Build the Brand
For institutions that are already well-funded with a significant endowment and research dollars (think Harvard, Stanford, or Ohio State), goals run more toward brand building. Everything they do is in service of promoting the name and recognition of the institution.
This brand building starts with their students and alumni and stretches into their larger community (like hospitals, programs, and athletics). Critical on the path of driving a strong brand reputation building the perception as “top-notch” in customer service and creating strong “brand ambassadors.” Tactically, this involves increasing overall student satisfaction metrics, such as customer (student) satisfaction and Net Promoter Scores (NPS) for the institution. Net promoters are those who would “strongly recommend” your institution to family, friends, and colleagues.
Improve Student insight and Retention
For some institutions, success is more about achieving and maintaining enrollment levels year-after-year. The competition can be intense and every interaction is important, as they become the basis for data regarding “students at risk.” Recognizing and reacting to these metrics is key to maintaining student retention.
Modernize and Coordinate Higher Ed Student Services
Walking into the student services office at many institutions today will uncover a host of disparate tools that they are working with. This process for “doing work” inhibits coordination between departments, provides minimal tractability/accountability, and fails to focus on timely resolutions to issues or questions.
Students are demanding instant turnaround and modern methods of engagement, especially on mobile devices, and Higher Ed needs to comply with these needs. The goal should be to eliminate untraceable systems of work (like email and spreadsheets), reduce or automate manual processes, and improve inter-departmental communications.
This grants the power to both transform the student experience and improve efficiency in your work environment.
Download the new Higher Ed whitepaper to evaluate how you are competing with other institutions in Digital Transformation with key metrics such as brand, student retention, and services. Plus:
- Learn the new end-to-end Student Lifecycle
- See Acorio’s Student One-Stop Portal
- Discover how Suffolk University is curating the student experience and increasing satisfaction.
- Check off 9 key questions to define your 2018 goals.