SMCCD implemented a comprehensive Constituent Relationship Management (CRM) system to address these challenges and transform the student experience. The solution included:

• Centralized Student Engagement Hub: Implemented a CRM system to serve as the backbone of the student journey, providing a 360-degree view of student interactions
• Mobile-Optimized Interface: Developed mobile applications and a responsive website for key student tasks such as course registration and tuition payment
• Integrated Communication Tools: Implemented broadcast email and SMS capabilities with campaign efficacy tracking and integration with staff email and calendaring
• Automated Workflow Management: Created rule-based task management and early alert systems to identify and support at-risk students
• Streamlined Application Process: Developed an online application system integrated with the CRM
• Event Management: Implemented tools for event and appointment scheduling, including the ability to collect inquiries at recruiting events
• Data Integration and Reporting: Integrated the CRM with external systems and developed robust reporting functions for enrollment and retention trends
• Single Sign-On (SSO) Portal: Created a unified student portal providing access to various systems through a single login

Results and Benefits

The implementation of the CRM system delivered significant benefits to SMCCD:

• Increased prospective student inquiries through automated outreach and follow-up processes
• Enhanced student engagement through personalized, timely communications based on integrated data systems
• Improved student experience with a seamless SSO portal and mobile access to key services
• Better visibility into the student journey for both students and staff, without relying on external systems
• Strengthened connections with K-12 schools in the outreach and recruitment ecosystem
• Improved ability to identify and support at-risk students, potentially increasing retention and completion rates
• Enhanced administrative efficiency through automation and integration of previously disparate systems
• Improved data-driven decision-making capabilities for enrollment management and student success initiatives

By implementing this comprehensive CRM solution, SMCCD has significantly enhanced its ability to support students throughout their academic journey, from initial inquiry to graduation, while also improving operational efficiency across its three colleges.