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4 departments 30 advisors
16,000 studentsYear One with AgileAdvisor
Amanda Fuentes LorensDirector, Student CommunicationsHunter College/CUNY
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what we will discuss
• Part 1: Context
• Part 2: Best Practices
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context
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about us• New York (CUNY)
23,000 + studentsUndergrad/Grad
• Student Communications
• Hobsons client since 2008Connect CRM (x2)• Retain CRM • Events, Interviews &
Trips, Answer, Telecenter, Chat
• ApplyYourself• AgileAdvisor
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our advising model
Peer Advisors
Peers
Academic Advisors
Campus Resources
Pre-Professional
Advisors Faculty Advisors
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Before AgileAdvisor, how satisfied are or were you with your advising appointment/ case management tool?
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this is your answer.
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this was our answer.
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why AgileAdvisor?
Data integration
Caseload model
Appointment scheduling
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the pilot departments
Peer Advisors
Academic Advisors
Office of Advising 22+ advisors
14,000 studentsCaseload: ~ 600
Scholar Programs2 advisors
600 studentsCaseload: ~ 300
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the implementation.
MARCHTraining and Launch
FEBRUARYConfiguration
JANUARYDeveloped Implementation Team/Kick Off
DECEMBERReceived Approval to Implement
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the approach
Scholar Programs
• Full implementation
• 600 students• Early March
Office of Advising
• Pilot subset• ~3000 students
(rising juniors)• Mid March
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the results • 50% of students in pilot scheduled appointments through AgileAdvisor
• 79% attended appointments scheduled
• # appointments increased by about 30% in first few months (when compared to previous year’s period)
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what happened next?
Peer Advisors
Academic Advisors
Office of Advising 22+ advisors
14,000 studentsCaseload: ~ 600
Scholar Programs2 advisors
600 studentsCaseload: ~ 300
Pre-Professional
AdvisorsPre-Law2 advisors
400 students
Pre-Health4 advisors
1500 students
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best practices
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the best practice
How/where this worked best for us
Tools for application
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best practice #1:
think bigto set up AgileAdvisor for multi-department use
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think bigwhen customizing the student interface.• Branding
• Leverage free space for additional details
• Generic appointment types
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think bigwhen customizing the student interface.Why generic appointment types are helpful:
• Student centered: Keeps front end simple
• Limits ‘incorrect’ appointment requests
• Comparison Reporting
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think
bigwhen configuringextra fields.• Advisor facing side
• Custom dropdowns and text fields by type NOT by department
• Department specific values
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think
bigwhen crafting youremail notifications.
• A generic advisor ‘delegate account’ (ex: [email protected])
• Mention all locations
• Use advisor variables in message
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• For branding: your college logo and Hobsons
• Staff permissions• Customizable Text Updating• Advising Center Settings• Advising Center Email Settings
• Some negotiation skills
think big
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best practice #2:
take care of your usersto gain system buy-in
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• Demo
• Training and User Guide
• Product Suggestions
• Troubleshooting process
take care of your users: advisors
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• Guide
• Troubleshooting process
take care of your users: students
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• Customer service skills
• Demo student record
• User guide • pdf or web• Screen casts or
screenshots
• Suggestions: COMPASS
• Troubleshooting process
take care of your users
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best practice #3:
standardizeyour processesto manage with limited resources
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• Implementation worksheet and plan
• Same approach1. Worksheet2. Demo/discussion
of advising needs3. Training4. Launch
standardizesubsequent implementations.
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standardizestaff permissions.
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• Design implementation worksheet based on institutional advising model
• Permission levels: Staff Group Management
• Shared workspace or drive
standardize
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best practice #4:
be creativeto make AgileAdvisor betterfit your needs
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be creativewith file uploads.
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be creativewith data integration.
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be creative
• Collaboration with IT
• Schedule for manual extract
• Procedure/process tool
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Questions?