About the Episode
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About the Episode:
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.
Key Takeaways
- Innovative Use of Element451 – JCC repurposed the platform’s task module to create a customized student check-in system, eliminating the need for multiple software solutions.
- Improved Student Experience – By centralizing student services into a single queue, JCC can track student visits, provide better follow-ups, and gain deeper insights into student needs.
- Data-Driven Decision Making – Insights from Element 451 help JCC identify peak service hours, student engagement trends, and service demand, enabling more efficient resource allocation.
- Automated Student Surveys – A seamless workflow now sends students post-visit surveys via email and SMS, leading to higher response rates and improved service feedback.
- Encouraging CRM Adoption – Training student services staff on Element451’s features has increased internal engagement, with more departments leveraging the platform for communication and support.
How Johnston Community College Reinvented Student Check-Ins
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.
What Does the Check-In Process Look Like?
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.
How Does Element451’s Queue System Improve Efficiency?
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.
How Did JCC Handle Student Data Integration?
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.
What Impact Has This System Had?
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:
- Wednesdays at 10 AM as the busiest time for student visits.
- Advising as the most frequently used service.
- An average of 34 student check-ins per day.
With this information, JCC can now anticipate staffing needs, optimize scheduling, and make data-backed improvements to student services.
How Did JCC Improve Student Feedback Collection?
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.
What Advice Does Tyler Have for Other Institutions?
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:
- Start Small – Begin with one service area (like advising) before scaling to other departments.
- Leverage Insights – Use CRM analytics to identify trends and optimize staffing and service offerings.
- Encourage Adoption – Provide staff training to increase comfort and engagement with CRM tools.
- Automate Where Possible – Reduce manual tasks with workflows for communication and follow-ups.
Connect With Our Co-Hosts:
About The Enrollify Podcast Network: In Your Element is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Some of our favorites include Visionary Voices: The College President’s Playbook and Higher Ed Pulse.
Enrollify is produced by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
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