Customer Spotlight: Michia Brangers
College/Unit: Teaching, Learning, & Academic Innovation
Describe what you and/or your team does at UK.
I joined the Teaching, Learning, and Academic Innovation team as their UK Online Admissions Counselor in 2019. Our team supports teaching and learning initiatives, the development of online programs and courses, academic technologies, and the online student experience. My role is to create a sustainable and intentional online experience and to identify areas for engagement and outreach that support online student success. As part of that, I lead the admissions-related communication and workflows by collaborating with campus partners across the University. In addition, I advocate for improved infrastructures to support online students by providing feedback and recommendations on existing communication practices and working to ensure student support services and workflows are inclusive of online learners. Finally, I serve as the CRM liaison to facilitate online program onboarding, use of the CRM and reporting activities, and creation of business rules and engagement strategies within the CRM to assist future online students during their initial inquiry phases.
Talk about the ways you’ve collaborated with ITS and how it impacted your work.
One of my most rewarding accomplishments during my time at UK has been our team’s collaboration with the Enterprise CRM & Salesforce team. As UK Online grew from a little over 30 fully online programs in 2019, to nearly 90 in 2021, we wanted to ensure that we created an engagement and outreach infrastructure that would aid in timely outreach to prospective students and also create processes that enhanced interaction between prospective students and their program of interest. I began partnering with the Enterprise CRM & Salesforce team to build unique resources and reports that would benefit online programs and allow online inquires to be nurtured within the colleges or programs' internal admissions processes. In doing so, we are able to create and maintain the online student Salesforce journey, explore ways to help drive communication with the program contacts, and assist with the coordination of different enrollment activities or inquiry outreach. This allows programs greater visibility into their prospective online student population pool and helps guide prospective students through the initial admissions process. The Enterprise CRM & Salesforce team continues to explore possibilities to further expand and refine processes and is proof of the positive impact that comes from using Salesforce to create a more intentional and supported online student experience through connectivity and targeted outreach. This is a group that I not only value individually, but they are a team that has always been willing to partner with us and work efficiently to ensure UK Online has the technical support to create the online student journey!