We Cut Delinquent Tuition Payments by Half And You Can Too
12:15 - 1:00
Over twelve months, Bow Valley College reduced delinquent tuition payments by 55% through sweeping and collaborative changes to payment communications and methods. Bow Valley College is a two-year community college, serving 17,500 students in Calgary, Alberta, with six satellite campuses in the metro Calgary area. In fall of 2019, under a new leader, the student accounts department undertook a thorough review of the communications sent to students explaining how and when to pay their tuition accounts. Using a collaborative approach, subject matter experts from financial aid, international education, the registrar's office, and marketing broke down tuition payment communications and methods, focusing on clear, actionable, and timely instructions to students. The result was a 55% year-over-year reduction in delinquent tuition accounts, with similar results into subsequent terms. The business benefits included: improved student retention and enrolment, increased revenue, reduced labour costs, and reduced student disciplinary action. In this session, we'll discuss the approaches the cross-campus team took, the communication methods employed, and language used, look at before-and-after samples of the student communications, and how you may replicate these approaches and results at your own college or university, with plenty of time for discussion.