Post on 02-Jul-2015
description
Connected Campus Collage Tales of Using Salesforce Across the Lifecycle
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
World’s #1 CRM company
World’s most admired software company
World’s most innovative company
Celebrating 15 Years of Customer Success
4TH YEAR IN A ROW! 2011 • 2012 • 2013 • 2014
#1 most admired in software
#7 best company to work for
1-1-1 Model adopted by:
sharethemodel.org
1% 1% 1% Time Equity Product
$73M+ Grants
743K+ Service Hours
23,000+ Nonprofit Organizations
Celebrating 15 Years of Giving Back
Salesforce1 for Higher Ed Solutions
Recruitment
Donor Management
Alumni Relations
Gift processing
Early Warning
One Stop Shop
Advising
Career Services
Recruiting Automation
Events Management
Social Prospecting
Cross-channel Marketing Campaigns
Social Media
Journey Building
Prospect Community
Student Community
Alumni Community
Faculty Community
Student Success Advancement Marketing Communications
Community Engagement
The Connected Campus
Engage
Marketing
Recruitment
Prospect
Student Faculty Employers Donors
Alumni
SIS LMS HMS Fin. Aid System
Degree Audit GL Payroll Meal
Plans
Student Success Advancement
Community Engagement
Staff
HCM
Parents
• Recruiter Territory Mgmt, Visits and Fairs
• Lead Acquisition & Scoring • Test Score Integration
• Application & Third-Party App Integration
• Admission
• Document Mgmt • Admission
Decision Mgmt • Commitment /
Deposit Mgmt • Orientation &Yield
Activities
• Financial Aid
• Notifications/Appeals
• Advising
• Course Catalog & Registration Information
• One Stop Shop/Self-Service
• Enrollment Flags (FERPA, Holds, Drops, etc.
• Early Assessment/Warning
• Internship, Co-Op, Study Abroad, Career Services
• Athletics/Student Organizations
• Capital Campaign Mgmt
• Major Gift & Planned Giving
• Annual Fund/Faculty-Staff Campaign • Corporate & Foundation Relations • Prospect Wealth Profile
• Alumni and Advisory Boards • Reunions and Trips
• Campaign Plan & Budget • Marketing Automation • Online Ad • Social Listening/Interaction • Content Mgmt • Segmentation • Predictive Analytics
• Online Self-Service • Student Service / Social Cust. Service • Call Center • Knowledge Base • Calendar/Events Mgmt • Volunteer/Mentor/Fan Mgmt • Forms/Surveys
Presenters
Amjad Ayoubi Senior Associate Dean
Tulane University
Carrie Otto Associate Director
University of Minnesota
Kelsey Quiring Director, Communications University of Minnesota
Renee Fawcett CRM Service Director
University of Minnesota
Jim Gilbert Assistant Dean
George Mason University
Tulane University: The Connected Campus 2.0
Academic Advising
Career Advising
Tutoring
Success Coaching
Student Athlete Advising
Career
Educa7on
Amjad Ayoubi, Ph.D. Senior Associate Dean Undergraduate Educa;on Newcomb-‐Tulane College
Tulane University: The Connected Campus 2.0 MAIN TEAMS: 1. Academic Advising 2. Career Advising 3. Tutoring 4. Success Coaching 5. Student Athlete
Advising 6. Career Educa;on
STRUCTURE: 6782 Undergrad Students 4 Physical Loca;ons 57+ Full ;me advisors 100+ Part ;me peer advisors 5 Databases/Systems
TOP INITIATIVES: • Integrate Academic & Career Func;ons
• Increase Reten;on • Increase Gradua;on Rate • Increase Employers Hiring Tulane Students
Tulane University: The Connected Campus 2.0
Engage
Marketing
Recruitment
Prospect
Student Faculty Employers Donors
Alumni
Notes: Advising, Career Banner Appointments Fin. Aid System
Degree Audit GL Payroll Meal
Plans
Student Success Advancement
Community Engagement
Staff
HCM
Parents
• Recruiter Territory Mgmt, Visits and Fairs
• Lead Acquisition & Scoring • Test Score Integration
• Application & Third-Party App Integration
• Admission
• Document Mgmt • Admission
Decision Mgmt • Commitment /
Deposit Mgmt • Orientation &Yield
Activities
• Financial Aid
• Notifications/Appeals
• Advising • Course Catalog &
Registration Information • One Stop Shop/Self-
Service
• Enrollment Flags (FERPA, Holds, Drops, etc.
• Early Assessment/Warning
• Internship, Co-Op, Study Abroad, Career Services
• Athletics/Student Organizations
• Capital Campaign Management
• Major Gift & Planned Giving
• Annual Fund/Faculty-Staff Campaign • Corporate & Foundation Relations • Prospect Wealth Profile
• Alumni and Advisory Boards • Reunions and Trips
• Campaign Plan & Budget • Marketing Automation • Online Ad • Social Listening/Interaction • Content Mgmt • Segmentation • Predictive Analytics
• Online Self-Service • Student Service / Social Cust. Service • Call Center • Knowledge Base • Calendar/Events Mgmt • Volunteer/Mentor/Fan Mgmt • Forms/Surveys
Career Advising
Success Coaching
Athletic Advising
Tutoring & Writing
Business Advising
Supplemental Instruction
Academic Advising
Career Education
Employer Relations
Academic Advising Career Advising Success Coaching Tutoring
Banner, Advisor Notes, Appointments
Limited Integra;on/ manual uploads
SF PlaWorm Only
.2 FTE total
Test and Implement System Train Staff
+ Class Registra;on GPA Forms, Surveys
Data Integrated Daily Updates
SF PlaWorm Only
+ OTHER Registrar
+ Alerts Campaigns Processes Forms online
Data Integrated Just in ;me updates
+ OTHER Administrators Student Affairs
+ Black Board Degree Audit
Data Integrated
+ OTHER Faculty Corporate Rela7ons
+ Student Affairs
Data Integrated + Small Apps
+ Larger App +Cha\er
Student data in ONE Loca7on & ONE Screen
10 Licenses
0.75 FTE
70 Licenses
2-‐3 FTE
100 Licenses
4-‐6 FTE
360 Total View of Student Academic + Career + Employers + Registrar
130 Licenses
SF PlaWorm Only
+
360 Total View of Student Academic + Career + Employers
360 Total View of Student Academic + Career + Employers
Con7nue Tes7ng and Refining Train Staff
July 2013-‐ Dec 2013
360 Total View of Student Academic + Career + Employers + Registrar + Student Affairs
4-‐6 FTE
180 Licenses
360 Total View of Student Academic + Career + Employers + Registrar + Student Affairs+ Faculty+ Alumni +
Invite More Tulane Departments to Partner and Par;cipate in SalesForce Deployment
Jan 2014-‐ Dec 2014
University of Minnesota At a Glance
• Founded: 1851 • Minnesota’s only land-grant university • Big 10 conference • Locations: Crookston, Duluth, Morris, Rochester, Twin Cities • Total enrollment: 69,221 • Alumni: 450,000
Twin Cities Campus • 17 Colleges & Professional Schools • Student Enrollment
Undergraduate 30,610 Graduate 13,562 Professional 3,625 Non-degree 4,760 Total: 52,557
CRM Vision
The University of Minnesota's enterprise CRM Vision is to:
Develop and foster life-long, meaningful relationships between the University and its constituents through personalized service that drives discovery and illuminates the University's mission.
With enterprise CRM technology, the University wishes to:
● Improve the constituent experience ● Use common tools ● Adopt consistent data ● Improve efficiency
U of MN Connected Campus
Engage
Marketing
Recruitment
Prospect
Student Faculty Employers Donors
Alumni
SIS LMS HMS Fin. Aid System
Degree Audit GL Payroll Meal Plans
Student Success Advancement
Community Engagement
Staff
HCM
Parents
• Recruiter Territory Mgmt, Visits and Fairs
• Lead Acquisition & Scoring • Test Score Integration • Application & Third-Party App
Integration • Admission
• Document Mgmt • Admission Decision
Mgmt • Commitment / Deposit
Mgmt • Orientation & Yield
Activities
• Financial Aid • Notifications/ Appeals
• Advising
• Course Catalog & Registration Information
• One Stop Shop / Self-Service
• Enrollment Flags (FERPA, Holds, Drops, etc.
• Early Assessment/Warning • Internship, Co-Op, Study
Abroad, Career Services
• Athletics/Student Organizations
• Capital Campaign Mgmt • Major Gift & Planned Giving • Annual Fund/Faculty-Staff Campaign • Corporate & Foundation Relations • Prospect Wealth Profile • Alumni and Advisory Boards • Reunions and Trips
• Campaign Plan & Budget • Marketing Automation • Online Ad • Social Listening/Interaction • Content Mgmt • Segmentation • Predictive Analytics
• Online Self-Service • Student Service / Social Cust. Service • Call Center • Knowledge Base • Calendar/Events Mgmt • Volunteer/Mentor/Fan Mgmt • Forms/Surveys
How the University is Using Salesforce Today Units using Salesforce.com Primary activities performed • Center for Farm Financial
Management • College of Liberal Arts IT • College for Continuing
Education (Duluth) • Extension
• Global Programs & Strategy Alliance
• Institute for Community Integration • Institute of Mathematics and its
Applications • Nutrition Coordination Center
• Tracking contacts, related interactions and communications with external (non student) contacts.
• Carlson School of Management – Corporate Relations and Executive Education
• Tracking organizations, contacts, and interactions • Tracking engagement with the university and associated
opportunities
• Duluth One Stop • Twin Cities One Stop • Housing and Residential Life
• Self-service FAQ management • Student question and resolution tracking • Walk in Queueing
• Crookston Admissions • Center for Adult Learning • Duluth Admissions • Morris Admissions • Rochester Admissions • Twin Cities Admissions • College of Liberal Arts School of Music
• Tracking potential student info, their relationships, interest level, test scores, and applications
• Pre-matriculation interaction tracking • Managing email and phone outreach • RFI, Ask Us, Campus visit/event planning, attendance tracking • Knowledge management
Level of Customiza7on
University of Minnesota Twin Cities Office of Admissions
Salesforce Implementation
• Our responsibility is to meet enrollment targets for freshman, transfer, and international undergraduate students.
• ‘Extra-mile’ customer service is a significant competitive advantage for the campus.
Increasing demand, flat resources
• Our campus has significant aspirations for increasing both diversity and academic profile while building both in-state and national recruitment.
• A high-tech, high-touch approach to recruitment is crucial as our volumes increase. – 44,000 freshman applications for fall 2014 – 100,000 phone calls and 30-40,000 emails annually – 70,000 campus visitors annually
Issue #1: Too Many Systems Utilized separate systems for prospect management, cases (phone calls and emails), visit reservations, and outbound communications (to name a few).
Customer Relations Campus Visits Marketing Prospect
Management
Customer Relations
Campus Visits
Issue #2
Shadow systems were out-of-sync with Student Information System. • Application data was updated weekly in a central database and then
pushed out to systems used for campus visits and other functions. • It was difficult to “see what the student sees.”
Solution: Integration with Student Information System (PeopleSoft)
Issue #3
Difficult to quantify level of student interest amongst prospective students, applicants, and admitted students.
Solution: Interactions are coupled with an “interest grade”
Solution: Interactions are coupled with an “interest grade”
Benefits of our CRM Solution
• Better customer service: Constituents have a more consistent experience across interactions.
• Enhanced recruitment: Recruiters have a single, comprehensive record of our relationship.
• Working smarter not harder: Simplified training and cross-training.
One Stop Student Services
Provides quality professional service in the areas of: • enrollment • financial aid • billing and payments • veterans services
Multiple service delivery methods: • email • phone • walk-in • self-service online • outreach
Main goals for the One Stop implementation
• To understand who we were serving and why. • To create better communication channels and reports in support of the
University’s goals of increasing student graduation and retention rates.
• To consolidate systems and automate processes.
– PeopleSoft
– ImageNow
– Tuition refund appeal database
– Customer feedback mechanism
– Walk-in queuing
Integrations and consolidations (as of 11/14)
Imaging system integration with Salesforce
One less system to search for a student record!
Submitting a comment card on our website opens a case in Salesforce.
Check-in kiosk screen for walk-in customers
Current walk-in queue for staff screens
New efficiency: automatic case creation
Dashboards
Dashboards
Basic case record type
Outcomes and feedback
Some outcomes from One Stop include: • Total cases logged in 1 year = 188,450
• Changed staffing model to 2 tiers of support.
• Annual customer satisfaction survey results showed 98% overall satisfaction.
Sample staff feedback: • “I love that we can refer back to cases to see emails that were sent, who took a call, what they said, where a person was
referred, and the status of cases.”
• “Having new cases open right from the queuing system has been really efficient.”
• “I really like the accountability. If I have a student on the phone stating X person talked to her about Y, I can see for myself what is really going on.”
University of Minnesota Enterprise CRM Roadmap
George Mason University: The Connected Campus
Engage
Marketing
Recruitment
Prospect
Student Faculty Employers Donors
Alumni
SIS LMS HMS Fin. Aid System
Degree Audit GL Payroll Meal
Plans
Student Success Advancement
Community Engagement
Staff
HCM
Parents
• Recruiter Territory Mgmt, Visits and Fairs
• Lead Acquisition & Scoring • Test Score Integration
• Application & Third-Party App Integration
• Admission
• Document Mgmt • Admission
Decision Mgmt • Commitment /
Deposit Mgmt • Orientation &Yield
Activities
• Financial Aid
• Notifications/Appeals
• Advising
• Course Catalog & Registration Information
• One Stop Shop/Self-Service
• Enrollment Flags (FERPA, Holds, Drops, etc.
• Early Assessment/Warning
• Internship, Co-Op, Study Abroad, Career Services
• Athletics/Student Organizations
• Capital Campaign Mgmt
• Major Gift & Planned Giving
• Annual Fund/Faculty-Staff Campaign • Corporate & Foundation Relations • Prospect Wealth Profile
• Alumni and Advisory Boards • Reunions and Trips
• Campaign Plan & Budget • Marketing Automation • Online Ad • Social Listening/Interaction • Content Mgmt • Segmentation • Predictive Analytics
• Online Self-Service • Student Service / Social Cust. Service • Call Center • Knowledge Base • Calendar/Events Mgmt • Volunteer/Mentor/Fan Mgmt • Forms/Surveys
The George Mason University School of Business
• 3,000 undergraduates in 5 majors • 500 students in 2 minors • Approximately 70% transfer students • 5 academic advisors • 2.5 career counselors • Main campus: Fairfax, VA
Start in the Middle
With One screen we: 1. Know students 2. Track interactions 3. Save paper 4. Protect privacy 5. Promote safety
1
2, 3
4 5
Support Your Staff, Support Your Students
Workflows & Automation=Time & Effort Savings Reports & Dashboards=Actionable Data Queues for walk-ins, exception requests, and course overrides=Better Service Transparency & Accountability for All=Increased Satisfaction
View and Capture Everything
• Salesforce1 • E-mail to
Salesforce • Salesforce for
Outlook
Answer once, log and view everywhere
Case Study: Course Overrides
Used when students need registration permission • Old process: • Current process: Salesforce queue with automated notifications
• Proposed process (Safe Harbor): Salesforce and Banner
automation
School of Business Roadmap Changing how our business school does business
• Integration with Banner • Expanded mobile strategy • Events and campaign management • Onboarding additional offices:
• Marketing & Communications • Graduate Advising • Executive Education
Thank you
Register Today: salesforcefoundation.org/hesummit15