About the Episode
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About the Episode:
In the third and final installment of In Your Element’s Durham Tech series, hosts Daniella and Brendan dive into the measurable impact of Element451 at Durham Technical Community College. This episode explores how strategic CRM implementation is enhancing student success, driving engagement, and reshaping internal processes. Guests Jessica Vaughan and Dr. Abe Dones reveal how data, feedback, and intentional communication are transforming the student experience and building a culture of innovation on campus.
Key Takeaways
- Performance indicators in education are evolving — Durham Tech is using Element451 to track student engagement, retention, and service response times.
- Student success strategies now emphasize proactive support over reactive communication, leading to higher engagement and satisfaction.
- CRM integration in higher ed can spark institutional transformation beyond marketing — from success coaching to appointment scheduling and beyond.
- Durham Tech saved 750+ hours in student service responses using Element’s AI features, including after-hours support via Boltbot.
- Internal collaboration has skyrocketed as more departments seek ways to optimize operations using the CRM platform.
- Continuous feedback loops and agile optimization of workflows are key to long-term CRM success in higher education.
- Open house registrations jumped from 70 to 500+ thanks to strategic outreach through Element’s event tools.
How is Durham Tech measuring the impact of Element451?
While Durham Tech is still in early phases of full CRM integration, the team is already tracking important metrics tied to student support and engagement. These include response times from service areas, resource utilization rates, and student feedback on communication preferences. As pilot programs complete, they’ll analyze retention differences and engagement outcomes in more depth. Even in this limited phase, the data available has provided unprecedented visibility.
What are the key student success strategies being enabled by Element451?
Element451 has allowed Durham Tech to move from reactive to proactive student support. Automations like success workflows, faculty referral forms, and personalized communication cadences have made it easier to intervene before students fall off-track. The team emphasized intentional messaging—making sure communications are digestible, action-oriented, and relevant. By aligning messages to key behaviors and milestones, they’re seeing more students respond and act.
Has CRM technology improved how Durham Tech engages with students?
Absolutely. Element451’s communication tools have helped refine tone, timing, and targeting. The platform supports multiple formats—text, email, portal messaging—and allows for segmentation and personalization at scale. Dr. Dones noted that this new communication model feels more like the systems students already use in healthcare or service industries. Students now get reminders, nudges, and support without needing to understand the backend tools powering those moments.
What role has AI played in student services at Durham Tech?
AI-powered tools like Boltbot and Bolt Agents have been game changers. The college saved over 60 days of human work time in just one year, with over 750 hours of after-hours questions handled by the bot. Automations are smartly managed—like pausing handoffs on weekends when staff aren’t available. AI also provides data on conversation volume and timing, helping optimize service schedules and better prepare for peak support times.
What measurable results has Durham Tech seen so far?
Some of the biggest wins include:
- A 10% increase in applications for health and wellness programs after moving from paper to a streamlined digital process
- Huge gains in event attendance, with open house registrations jumping from 70 to over 500
- Time savings and clarity from having a centralized student profile, so advisors and directors can support students without communication silos
- A smoother student experience, thanks to smarter automations and personalized pathways built into applications and support flows
How are staff and faculty responding to the new tools?
Jessica Vaughan shared that other departments are now actively seeking ways to bring their processes into Element451. This growing interest is building a culture of collaboration and continuous improvement, where feedback loops inform optimizations and successful use cases inspire new ones. Staff are also embracing better data access and more cohesive student insights across departments.
What’s next for Durham Tech and Element451?
Future plans include finalizing full CRM integration, expanding forms and appointment tools, and onboarding additional applications and programs into the platform. With over 80 events already live in the system, the college is doubling down on its ability to streamline and scale engagement. Perhaps more importantly, they’re fostering a culture that welcomes innovation, invites cross-departmental collaboration, and puts the student experience front and center.
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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