Metropolitan State University Reduces Students’ Nonpayments from US$4 million to US$700,000 Per Year
 
 

Metropolitan State University Reduces Students’ Nonpayments from US$4 million to US$700,000 Per Year

Metropolitan State University, a four-year public university located in Minnesota’s Twin Cities, offers more than 60 baccalaureate majors, 10 master’s degrees, and two doctoral programs. Founded in 1971, the university is a member of the Minnesota State Colleges and Universities system and is the only state university in the Twin Cities. It is a comprehensive urban university committed to meeting the higher education needs of those who live and work in the 13-county metropolitan area.

 
 

 
 

Challenges

A word from Metropolitan State University

  • “Oracle RightNow provided us with a centralized, student-inquiry solution that helps achieve our marketing and recruitment goals and, ultimately, to offer better student services.” – Andrew Melendres, Vice President, Student Affairs and Enrollment Management, Metropolitan State University

  • Establish a single, student-relationship system to enable 100 users—from academic advisors, to admissions officers—to automatically record, track, and archive student queries and interactions in 17 departments across four campuses
  • Provide multiple communication channels to better engage with prospective students

Solutions

  • Deployed Oracle RightNow solutions to ensure that prospective students can quickly receive quick and accurate answers to their questions, regardless of their mode of interaction with the university —including phone, e-mail, web self-service, chat, and mail
  • Enabled sending trigger messages, based on any number of conditions, such as nonpayment reminders to students, ultimately reducing nonpayment from US$4 million to US$700,000 per year
  • Gained the ability to track student prospects over time and mix-and-match content to create highly individualized messages that address each prospect’s likely questions and concerns, reducing general student inquiries from 6,000 phone calls per week to just 1,200 for a five-employee, student-business-services department
  • Improved call-center efficiency, providing resources and more time to proactively follow up on new student leads and boost recruitment and retention rates
  • Improved efficiency by automating paper processes, freeing staff to focus on developing tailored responses to prospective student inquiries that better support recruitment strategies
  • Redesigned prospective student communication to enable the university to reduce application tracking from 10 weeks to 2 weeks
  • Achieved close to a 47% rate for the e-mail it generates to be opened, a result of customizing e-mails to cater to different markets and student needs

Why Oracle

“We chose Oracle RightNow for its extensive reporting and analytics capabilities, which are far better than any other higher education customer relationship management tool on the market. Having the ability to easily put rich data in the hands of our advisors has really propelled us to the next level,” said Andrew Melendres, vice president, student affairs and enrollment management, Metropolitan State University.