Case Managers
Hi team! As discussed in the team meeting today, please follow the below advice when referring prospective students to Domestic Case Managers!
Please note that this is a temporary process - once Salesforce transitions to Cases, we will re-adjust and formalise this process, and keep you all up to date!
In the meantime, please follow these steps:
Who should you refer to CM’s?
Prospective students who show a genuine interest in studying at RMIT but require extra assistance or re-assurance before committing. Some examples include:
- Prospects who are engaged though want to know more specific information about a program that cannot be attained on first contact with the frontline.
- Prospects who need more tailored support through the application process and understanding each step from pre-application to enrolment.
- Prospects who have a particular program in mind, but are undecided with provider to choose.
Though Case Managers can assist the frontline with more information on programs, colleges, and admissions processes, they are not designated to handle complaints, difficult prospects, or existing applicants.
What do you do?
ANSWERING THE QUERY:
- Have an inbound conversation with a prospective student
- During the interaction, complete a Sense Check / Ask for the Sale: “How is this sounding so far?” “Do you think you’d like to apply?”
- Complete the interaction, adhering to the Quality Assurance framework
- Complete your Salesforce activities - ensuring to capture relevant insights in ‘Comments’ and an ‘Opportunity’ where applicable