International Student Enquiry Management System (ISEMS)

1. Contract Terms 1.1 Contract Duration The contract will encompass implementation and testing, and for an initial three years BAU. Subject to satisfactory performance and continued demand, the university reserves the right to extend the contract for any duration, up to a maximum two additional years. 1.2 Basis of Price The tendered Contract Price is to be a fixed contract sum inclusive of all costs, delivered to the address(es) specified in the tender documents. The prices must be quoted in Pounds Sterling and should exclude VAT where applicable. Discounts for prompt payment should be stated. 2. Introduction The university is seeking a provider who can offer enquiry management and student enrolment services for prospective international students. The service provider will be able to identify quality applicants promptly and efficiently, offer dedicated engagement and support, and drive offer holder conversion rates. 3. Background Information At present, LTU receives hundreds of international enquiries per week to our international@ inbox, which due to lack of resource and internationally conducive systems, are not beingeffectively attended to or answered within an acceptable or competitive SLA. Additionally, due to the lack of an effective pre-application screening triage system, many of our enquirers are forced to apply when that was not their initial intention, meaning our pipeline is inflated, confusing and ambiguous, leaving our conversion levels extremely low and our enquirers or applicants with a poor customer journey. We want to ensure that our enquirers and applicants receive an excellent level of customer service, which supports them through their decision-making process and provides them with a positive impression of LTU. In doing so, we will be able to increase the number applications and offer holders conversions. It is anticipated that the volume of applications received will be c. 6,500 the September 2024 intake, with these being a mix of casual enquirers and serious applicants, though the exact split between enquirer and applicant is unknown. The accompanying enrolment target from these applications is c.250 new student enrolments (NSE) 4. Our Requirements The service provider will be responsible for the effective management of international student enquiries, driving applications from high quality candidates and minimising the volume of enquiries and low-quality applications that are managed by our Admissions Team. This rise in quality applications should increase the number of offers made. The service provider will be responsible for the successful conversation of offers to enrolments. All data must be processed in line with data protection regulations including GDPR. 4.1. Scope The scope of the service is outlined below: • Operates a service that engages with international students across the globe. • Effectively manage large volumes of enquiries in line with client SLAs. • Offer prospective international students a multi-channel and fully rounded service including telephone, email, live chat, and social media. • Communicate promptly and effectively with service users regardless of the time zone in which they are based. • Use scoring methods to identify and segment quality prospects for priority contact. • Engage and follow up with those prospects to convert enquiries to applications.• Support offer holders with their decision making, to convert offers to enrolments. • Adheres to UK Data Protection legislation including GDPR.