Recommendations

1.) Concerning Kean’s issue with information Silos, the recommendation is to continue with the services they have,   Slate is a CRM, which is a common information system for three departments – Marketing, Sales, and Customer Service. The area of exploration is in the realm of customer service. Slate is an information system that allows people  to access information in a much simpler way, similar to how you would find information in a search engine. By utilizing Slate, Kean has eliminated the need for other data management systems to house. The elimination of redundant systems has enabled interoffice communications to be more effective, and this was partially accomplished through their use of links,tags, and authoring. Slate also organizes data in a more user-friendly manner, making it easier to disseminate to Kean personnel, and facilitates better communications and appointment management, improving efficiency in these areas.  Slate is an interorganizational application. A Enterprise 2.0, Slate uses emergent social software platforms within companies. In other words, Enterprise 2.0 is the use and implementation of enterprise social networks. SLATES is an acronym for search, links, author, tagged, extensions, signaled, and these terms summarize the characteristics of Enterprise 2.0. 

Table explaining the the components of a  Enterprise 2.0

  2.) In response to the network outages we recommend Kean maintain the following, a disaster recovery plan, device level agreement, and a redundancy by having back up systems. Also, creating a plan to be able to switch between web-server and Kean campus servers.  Finally, Kean could investing in a separate mobile internet connection could also ensure that Kean University has a reliable backup in the event of a disruption in their primary connection. 

  3.) Bottleneck in processes due to lack of prospective student response. In order to address the issue of prospective students' lack of response and delayed document uploads, Kean University implemented an information system called Slate that streamlines the follow-up process. The system would generate automated reminders and notifications to both the student ambassador and prospective student regarding incomplete applications or missing documents. Additionally, the system provides a centralized platform for ambassadors to monitor follow-up activities and log communication with prospective students. Furthermore, the system offers an online portal for prospective students to upload necessary documents and communicate with student ambassadors in real-time. Implementing such a system has increased efficiency, reduced bottlenecks, and improved the experience for both prospective students and student ambassadors at Kean. Unfortunately, there are still bottlenecks but this is not the fault of Kean’s CRM. This is an issue independent of the university and an outlier that is out of the university’s realm of control.