Higher Ed Will Never Be The Same Again

Pat McQueen, SVP Industry Solutions, Salesforce.com Foundation Jill Kenney, Solutions Engineering Manager, Salesforce.com Foundation October 7, 2014

Introducing Salesforce1 for Higher Ed and Advancement Connect

/Salesforce.comFoundation

@SFDCFoundation

Featured Presenters

Pat McQueen SVP, Industry Solutions

Salesforce.com Foundation

Jill Kenney Solutions Engineering Manager

Salesforce.com Foundation

Sandra Sanvido Sr. Director, HE Marketing

Salesforce.com Foundation

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.

Enterprise Cloud Computing Market Share

#1 World’s Most Innovative Company 2011,2012,2013,2014

#1

Market Leader: Enterprise, MidMarket, SMB & Sales Force Automation

#1

#1 in Enterprise Cloud Computing & CRM

1%

Product Equity Time

680,000+ Hours

Service

$68M+ Grants

23,000+ Higher Education

+ Nonprofit Organizations

1:1:1 Model

Adopted by

Proven Success in Higher Education

% 84

Improved Ability to Achieve Mission

%

% 86

Improved Overall Efficiency

%

Why Salesforce?

Enterprise Cloud Computing

Fast Easy Open Flexible Trusted No Hardware No Software

Automatic Upgrades Scalable

Any Device Data Portability

Transparency Real-time Status

App Marketplace Extensible

Challenges Faced by Higher Education

Funding Challenges

Legacy Systems

Greater Competition

Connected World

•  Fragmented systems create silos

•  Expensive and difficult to use

•  Lack mobile and social

5B Smart

phones by

2017 Connected

50B Connected Products

Image source: silabs.com/iot

58% Faster

Deployment

4.5B Aggregate

Social Users

Social

Cloud

Mobile

•  Universities Competing for Smaller Pool of Grads

•  Shifting Demographics

•  Changing Delivery Mechanisms of Courses

•  Rising tuition and reliance on raised funds

•  Performance requirements tied to appropriations

•  Federal legislation and regulation

“American higher education cannot assume that its competitive position in the world is unassailable.” – President Michael Crow, ASU

Is Your Campus Built for the Connected Era?

Are you able to target and

onboard the right students?

Are you able to successfully

graduate your students on

time?

Are you able to increase

participation and donations?

Are you able to personalize

communications?

Recruitment Student Success Advancement Communications Community Engagement

Are you effectively

engaging and collaborating?

Are You A Connected Campus?

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 & Retention

Advancement Marketing Communications

Community Engagement

Marketing Communications

Recruitment

Student Success Advancement

Community Engagement

A System Built Around the Student:

ü  No More Silos

ü  Open

ü  Mobile

Be a Connected campus with

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

Demonstration Jill Kenney

Introducing Salesforce Advancement Connect

ü Alumni Relations ü Donor Management ü Events Management ü Volunteer Management ü Program Management ü Reporting ü Mobile, Social and Cloud

•  Create Constituents •  Multiple Contact Points •  Create Relationships •  Visualize Relationships •  Wealth Research

•  Event Attendance •  Venue Management •  Online Registration •  Event Ticketing •  Table Seating and Seating Plans •  Onsite Check-in and Attendance

•  Record Gifts •  Manage Recurring Gifts •  Hard, Soft & Tribute Crediting •  Gift Benefits (Premiums) •  Membership Management •  Online Donations & Payments •  Moves Management

Event Management Fundraising Data Model

*Timelines and functionality are subject to change."

Advancement Connect Product Roadmap FALL 2014 WINTER 2015 BEYOND

• HED Bio Demo"

• HED Individual Constituent Giving"

• HED Prospect Management"

• Advanced Inventory Management"

• HED Gift Processing"

• Summary Record Type Support"

• Basic Gift Entry"

• Summary Custom Expiration Dates"

• Volunteer Enhancements"

• Welcome Screen"

• Giving Performance Improvements"

• Payment Support: iATS, Paypal"

• Batch Upload Improvements" • Sponsorship"

• Summary Enhancements"

• Query Tool"

• Payment Support: Litle"

• S1 Mobile Actions"

• Basic Volunteer Portal"

• Payment Grouping"

• Merge Tool Phase 1"

• Batch Entry Enhancements"

• Package Upgrade Management "

• Giving Societies"

• Gift Matching"

• Events Enhancements"

• Payment Support: CyberSource "

• Memberships"

• Salutation Automation"

• UI/UX Enhancements"

• Merge Tool Phase 2"

• Contact Level Memberships"

• Enhanced Volunteers Portal"

• Communities (Portal)"

• Giving Record Type Extension"

• Address Enhancements"

• Exact Target Integration"

• Third Party Payments"

• Payment Support: TouchNet"

• Payment Support: Chase Paymentech"

• Events"

• Trigger, Workflow Execution Ordering"

• Batch Controls"

• Package Integration: Events + Connect"

• Form Builder Pay with PayPal"

• Payment Support: Swipe Hardware"

• Form Builder Web Embed"

• Package Integration: Peer to Peer"

• Event Management Enhancements"

• Exact Target Analytics"

SPRING 2015

Implemented donor management solution and launched new fundraising campaign within 95 days of purchasing Salesforce Reports & dashboards provide real-time visibility into progress & productivity metrics Fundraising is up by 250% in the past three years since Salesforce was rolled out Gift officers use Salesforce on mobile devices

Westmont College Tracks and Increases Fundraising using Salesforce

“Salesforce helped us work more effectively, manage our vital donor information and meet our campaign goals.” - Dr. Reed Sheard, VP for College Advancement and CIO

Place Students at the Center

Connect to Students in New Ways

Achieve Breakthrough Performance

Salesforce1 for Higher Ed Solves 21st Century Challenges Funding

Challenges Legacy

Systems Greater

Competition Connected

World

5B Smart

phones by 2017

•  No more silos

•  One platform and architecture provides a single system of record for all constituent interaction throughout student lifecycle

•  Open, flexible, integrates with any back office system

•  Social listening and social engagement from any device anywhere, anytime

•  Solutions built for students, alumni, donors, etc. NOT ONLY for faculty and staff

•  21st Century Advancement

•  Real time ability to measure and report against performance standards & KPIs

•  Improved performance helps solve parental and state funding challenges.

•  One solution that streamlines ability to market and engage new demographics of students leveraging open, social, mobile paradigm.

•  Improves ability to attract, recruit, retain and graduate

5B Smart phones

by 2017 Connected

50B Connected Products

Image source: silabs.com/iot

58% Faster

Deployment

4.5B Aggregate

Social Users

Social

Cloud

Mobile

How Do I Become a Connected Campus?

Connected Campus Roadmap Implementation Partners AppExchange

Recruit the Right Students

•  Boost recruiter productivity and

performance

•  Increase yield

•  Gain complete insight

Increased number of prospect records admission team can manage annually by 50%

Decreased number of duplicate undergrad applicant records in their SIS by 96%

Execute integrated communication plans tailored to individual student interests

Can now focus on targeting suspects, identifying 142,000 new suspects – 6,000 have become either prospects or applicants

College of William & Mary Uses Salesforce to Transform Admission

“The admission team has had awesome success with Salesforce and we’re excited to expand its use.” - Betsy Dolan, Associate Dean and Director of Admission Information Systems

Support and Engage Students Everywhere

• Get a complete 3600 student view

• Provide frictionless service

• Cultivate a strong student community

Tracking all of the student activity from the application process through graduation Integrated with various systems to create a 360 degree student view

Built early-detection system to intervene and assist struggling students

Uses knowledge articles and live chat to quickly and effectively answer students’ questions

SNHU Revolutionizing Field of Education for Working Adults

“The big takeaway is that without Salesforce we wouldn’t be able to move this fast.” - Brian Peddle, CTO

Created a “one-stop shop” for students to ask questions, get help, and find all the answers they need

All staff can see the history of the transaction or interaction with the student to offer better service

Tailor email, website, and social communication to students based on trending topics throughout the year

Berkeley Delivers Exceptional Student Service

“We wanted one place for people to go to see the contact that staff was having with students.” - Dr. Anne De Luca, Associate Vice Chancellor of Admissions and Enrollment

Optimize Alumni Lifetime Value

•  Build enduring alumni relationships

•  Increase fundraising

•  Report performance results

Introducing Salesforce Advancement Connect

ü Alumni Relations ü Donor Management ü Events Management ü Volunteer Management ü Program Management ü Reporting ü Mobile, Social and Cloud

•  Create Constituents •  Moves Management •  Multiple Contact Points •  Create Relationships •  Visualize Relationships •  Wealth Research

•  Event Attendance •  Venue Management •  Online Registration •  Event Ticketing •  Table Seating and Seating Plans •  Onsite Check-in and Attendance

•  Record Gifts •  Manage Recurring Gifts •  Hard, Soft & Tribute Crediting •  Gift Benefits (Premiums) •  Membership Management •  Online Donations & Payments

Event Management Fundraising Data Model

*Timelines and functionality are subject to change."

Implemented donor management solution and launched new fundraising campaign within 95 days of purchasing Salesforce

Reports & dashboards provide real-time visibility into progress & productivity metrics

Fundraising is up by 250% in the past three years since Salesforce was rolled out

Gift officers use Salesforce on mobile devices

Westmont College Increases Fundraising using Salesforce

“Salesforce helped us work more effectively, manage our vital donor information and meet our campaign goals.” - Dr. Reed Sheard, VP for College Advancement and CIO

•  Plan and optimize the student experience

•  Deliver personalized content across all channels

•  Measure your impact

Craft the Ultimate 1:1 Student Experience

Intuitive, drag & drop interface Cross-channel Real-time analytics Random, multivariate split testing

Marketing Automation: Journey Builder Create personalized, automated student journeys

Dynamic content for personalized emails to augment their broadcast messages A/B Testing for data-centric analysis of campaigns, leading to more effective messaging and higher clickthrough and open rates. Customers now manage their relationship with Columbia, choosing how they want to hear from them and about which topics Integration with Salesforce so Sales and Marketing are connected and operating on same channels

Columbia Building Stronger Connections With Constituents

“With Exact Target we're able to have a library of assets in one system. We can deliver a lot of different types of communications - and they're all visible to each department.” - Jason Belland, Sr Associate Director, Online Media & Technology

Build and Foster Campus Collaboration

• Break down silos

•  Increase organizational intelligence

• Stimulate constituent engagement

Deployed Salesforce Communities in 3 areas: enrollment, active students, and student services Use Salesforce Knowledge allowing students to engage directly with an online course Student data profiles monitor which students are engaged and which ones need help Analytics from Student Communities and student profiles has helped curb course drop rate

WGU Fosters Student Community to Drive Degree Completion

“Quite literally everything we do is tracked in Salesforce – any interactions between the University and the student are in Salesforce.” - Chase Schults, Senior Salesforce Administrator and Platform Manager

A New Platform for the Internet of Students

Connect students, faculty/staff, alumni & corporations

Build student apps Engage 1:1 with students

Connect With Students in a Whole New, Mobile Way

Selected Salesforce as a University-wide standard platform Processed over 300K HR & Finance Help Desk cases Developed several unique custom applications ranging from reunion management to clinical research/patient tracking to document Management and more Chatter Communities pilot for onboarding

Yale Standardizes on Salesforce Platform