Daniella sits down with Tyler Albright, CRM Content Coordinator at Johnston Community College (JCC), to explore how the institution revolutionized its student check-in process using Element451. Tyler shares how JCC creatively leveraged the platform’s task module to streamline student services, improve data tracking, and enhance student engagement. From trial and error to impactful insights, this episode is packed with actionable strategies for institutions looking to optimize student interactions.
Daniella sits down with Tyler Albright, CRM Content Coordinator at Johnston Community College (JCC), to explore how the institution revolutionized its student check-in process using Element451. Tyler shares how JCC creatively leveraged the platform’s task module to streamline student services, improve data tracking, and enhance student engagement. From trial and error to impactful insights, this episode is packed with actionable strategies for institutions looking to optimize student interactions.
JCC’s Student Success Center serves as a one-stop shop for student services, from financial aid to academic advising. Before implementing Element451, staff relied on a separate queuing system that required switching between multiple platforms to track student visits. This fragmented process made it difficult to get a holistic view of a student’s journey. By using the task module within Element 451, JCC built a check-in system that not only queues students for services but also provides a centralized record of their interactions.
When a student arrives at the Success Center, they enter their ID on a keypad, which pulls up their profile in Element451. Staff then create a task associated with their visit, using pre-built templates categorized by service type (e.g., advising, career services, financial aid). Tasks are assigned dynamically—either to a specific staff member or a department queue—ensuring seamless tracking and service distribution. If a student requires multiple services, a new task is created for each stop, building a comprehensive visit history.
JCC utilizes Element451’s queue system to keep track of student wait times and service distribution. Instead of juggling multiple platforms, staff can now see all waiting students in one place, making service allocation more efficient. By categorizing tasks within queues, teams can prioritize and manage student needs dynamically, ensuring faster service and reducing bottlenecks during peak hours.
To ensure a seamless experience, JCC conducted a mass student data import into Element451. Ongoing integration with North Carolina’s application system (CFNC) ensures that new applicants are automatically added to the platform. For prospective students who haven’t applied yet, staff can quickly create a basic profile with minimal information, ensuring they are in the system for future tracking and engagement.
Since launching in September, JCC has processed over 4,150 student check-ins, serving 2,179 unique students, with nearly half returning for multiple services. The platform’s insights dashboard has provided game-changing data, revealing:
With this information, JCC can now anticipate staffing needs, optimize scheduling, and make data-backed improvements to student services.
Previously, students received a paper card with a QR code for post-visit surveys, leading to low response rates. Now, an automated workflow sends an email and SMS after each visit, linking to a short feedback survey. This has significantly improved response rates, with 70% of students clicking the link and 50% completing the survey. The most valuable question asks whether students need further assistance, allowing JCC to proactively follow up and close service gaps.
Tyler emphasizes the importance of experimentation and iteration when implementing new CRM processes. “You won’t know what works until you try it,” she shares. Her key recommendations for institutions looking to enhance student success include:
Automate Where Possible – Reduce manual tasks with workflows for communication and follow-ups.
Guest Name: Tyler Albright, CRM Content Coordinator, Johnston Community College
Guest Social: https://www.linkedin.com/in/tyler-albright1/
Guest Bio: Tyler Albright is the CRM Content Coordinator at Johnston Community College, where she began her career in Higher Education shortly after graduating from the University of North Carolina at Wilmington in 2023. Dedicated to creating engaging and effective content, Tyler works within multiple areas of Element451 to enhance student recruitment and provide support throughout their academic journey. She contributes to shaping impactful student experiences and fostering meaningful connections throughout the academic journey by blending creativity with data-driven insights. Outside of work, you can find her reading a good book, indulging in reality TV, and being a cat-mom to Dolly.