About the Episode
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About the Episode:
In this high-energy follow-up episode, Brendan Henkel sits back down with Abe Dones, VP of Student Services, and Jessica Vaughan, Director of Enrollment Management and CRM Strategy at Durham Tech, to unpack how their team is transforming student success from a one-time alert into a continuous, high-touch strategy. The duo shares how they’ve implemented the “Early Success System” using Element451 to blend human connection with smart automation—and the ripple effect it’s having across campus. Spoiler: it’s not just helping students, it’s inspiring staff to get curious and rethink their own workflows.
Key Takeaways
- Student success isn’t one-size-fits-all: Durham Tech recognizes multiple learner paths—from degree seekers to adult learners—and tailors support to match individual goals.
- Automation supports, not replaces, human connection: Using Element451, the team built strategic workflows (like student pulse checks and referral forms) that flag issues early and route students to real humans for help.
- Data-driven design = better support: Over 1,100 supplemental forms and 100+ faculty referrals were submitted, with clear patterns emerging around needs like tutoring, success coaching, and food pantry access.
- The culture is catching on: Interest in the system is spreading—fast. Teams not originally involved, including compliance and curriculum development, are asking to get onboard.
- Faculty-friendly, not faculty-burdened: Durham Tech avoids "alert fatigue" by allowing instructors to submit referrals as-needed, not on rigid cadences.
- Early wins spark buy-in: A campus-wide presentation showing streamlined admissions in the Health & Wellness pathway helped kickstart a wave of curiosity and collaboration.
Calls to Action
- Subscribe to catch Part 3 of this inspiring Durham Tech series—you won’t want to miss how they scale success beyond curriculum programs.
- Share this episode with your team if you're rethinking your own approach to student support.
- Follow Enrollify for more actionable strategies from higher ed innovators.
- Want to see what Element451 can do? Explore their platform and discover how to build a more human-centered CRM strategy.
- Join the conversation on LinkedIn and tell us how your institution is creating a culture of curiosity.
What does student success mean at Durham Tech?
Abe Dones offers a multi-layered definition: student success means different things to different people, depending on their goals—whether that’s transferring to a four-year university, completing a continuing education course, or obtaining a high school equivalency. From an institutional standpoint, success is about equipping students to meet their goals and removing obstacles along the way. That requires a proactive approach to identifying and addressing challenges before they derail a student’s academic journey.
How is Durham Tech using Element451 to support student success?
Durham Tech is using Element451 far beyond its traditional CRM functions. Abe and Jessica describe it as a one-system solution that supports the student lifecycle from inquiry to post-completion. This includes pulse checks via text, a supplemental support survey upon application, and a faculty referral system that prompts immediate follow-up from appropriate support teams. Each interaction is captured and triggers workflows that ensure students get help—fast.
What specific workflows were created to support students?
Jessica Vaughan details the rollout of several impactful workflows. The Student Pulse Check allows students to flag needs like transportation, financial aid, or career services with a quick text response. The Supplemental Form provides a snapshot of student needs at the time of application and auto-generates support tasks. Lastly, the Faculty Referral Form enables instructors to identify and refer students to appropriate services without heavy administrative burden. These workflows are timed strategically based on course types (e.g. 8-week vs. 16-week) to maximize impact.
How has Durham Tech fostered a culture of curiosity among staff?
It didn’t happen overnight. Jessica and Abe credit their success to intentional training, transparent communication, and sharing early wins—like streamlining the admissions process for Health and Wellness programs. By showcasing efficiency gains and real-time data, the team sparked curiosity across campus. Departments that previously had no interaction with Element451, like Curriculum Development and Compliance, are now requesting training to explore how the platform can support their processes.
What measurable results has Durham Tech seen so far?
Early indicators are promising. Over 1,100 supplemental forms were submitted during the spring term alone, with the most common requests tied to success coaching, tutoring, and food pantry access. The ACA pilot saw 85+ student pulse checks and over 100 faculty referrals—up significantly from the previous process. These data points not only validate the system’s effectiveness but also provide a foundation for scaling support services based on actual student demand.
How does this CRM strategy improve internal collaboration?
One of the most profound outcomes has been the enhanced collaboration between departments. Abe describes it as a "coming together of minds." The system has prompted staff from different units—advising, financial aid, academic departments—to break down silos and co-design better experiences for students. Employees are now more engaged in process improvement and eager to adapt their workflows to leverage the CRM’s capabilities.
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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