The Social Enterprise for Higher

Education

Jim Levi, Salesforce Foundation

/salesforce

@jimmtlevi

in/jimlevi

Today’s Speakers

Ceri Jones & Rhian Kelly – Leadership & Management

Wales (Cardiff University)

#cardiffuniversity

James Browne – London School of Economics

#LSE

Megan Hunter – Central School of Speech & Drama

#CentralSchoolofSpeechandDrama

Mark Peplow – Fujitsu

#Fujitsu

A World Leading University through the Social

Enterprise

Listen &

Analyze

Social

Marketing

Partners Recruiting

Service &

Engage

Automate

& Extend

Enrolment

and

Registration

Social Constituent Profile Student &

Employee Social

Networks

External Engagement

Student

Portals Collaboration

Student Services

Career Services

Alumni Mgmt

Knowledge Transfer

Ceri Jones - Office Manager

Rhian Kelly - Marketing Assistant Leadership & Management Wales

The centre for excellence for leadership

and management skills in Wales

www.lmw.org.uk

Ceri Jones

The Challenge

• Regional offices and remote access

• Welsh Government funded – engagement

• Marketing tool requirement – classify and categorise contacts and organisations

The Solution

• Salesforce deployed in early 2010

• Diary management and records management

• Segmentation and classification of data – contacts, organisations, levels and methods of engagement

• Customised reporting function

• Campaigns – mass mail

• VR email and Eventbrite plug in – Marketing/events

The Results – Benefits and Challenges

• Coordinated regional diaries and documents

• Comprehensive audit trail for Welsh Government via reporting function

• Campaigns and VR email functionality and supporting analytics

• Data import from LMW website - web to lead

• Eventbrite for event delegate registrations

• Time and resource to customise

Next Steps

• Eventbrite limitations

• Implement new reports and customise dashboards to reflect year 4’s targets

• Sponsorship evaluation

• University user group

• Operational – knowledge sharing

• Strategic -top level sharing of contacts - track engagement across the University and review service offerings and feedback

James Browne

Marketing and Communications Manager

London School of Economics and Political

Science

Tracking applications and offers at LSE

Challenge

Tracking applications for 13 programmes (2011: 4,470

applications; 3,279 processed)

Salesforce solution

Objects: Accounts, contacts, custom objects

Reports and dashboards for administrators

Trigger emails to follow up on potential problems

Next steps

Managing post-offer communications (activities and campaigns)

Megan Hunter

Executive Assistant to the Director

of Development & External Affairs,

& Salesforce

The Central School of Speech and Drama

Salesforce.com Integration with

Student Records Systems

After initial success and user adoption, further

development was required for integration of

student records system

Enthusiastic user adoption

Reduce rekeying of student data

Improve visibility and student experience

Accurate forecasts and student demographics

This collaborative way of working supports our key university agendas of

using technology to streamline processes, making us more efficient,

improving our general user experience and lessening the impact of our

operations on the environment.

Mark Peplow

Implementation Best

Practices

Head of SaaS Practice

Fujitsu UK

Implementation Best Practices R

OI

Time

Go Live

~ 12 Months

Risk

27 month

Breakeven

Time

Go Live

~ 6 Weeks

Value to

Customer

Sourc

e:

Gart

ner,

Custo

mer

Surv

eys

Risk

Traditional Software

Implementation

RO

I

6 month

Breakeven

Collaboration

Project App

• Chatter

• Milestones

• User Stories/SOW

• Components

• Report Definitions

• RAID

• Timesheets

• UAT

• Deployment

• Reports & Dashboards

• Tasks and appointments

• MetaData Management

Use Salesforce to manage the project

Implementation Team

Executive Sponsorship

CRM Champion

Steering Committee

Stakeholder Involvement

Salesforce Administrator

Understands Business Process

Salesforce Developer (If Needed)

I.T. or Professional Services

Customise the Application

Before You Begin

Outcomes

Business Process Review

As-is/To-be processes

Understand your data

Governance

Model Salesforce to Your Business

Students

Organisations/Contacts

Events

Applications

Agents

Data

Data De-Duplication

Manual

3rd Party

Prof. Services

Standardise Field Values

i.e. Country Codes, City Names…

Naming Conventions

Inspect what you expect

Training

Reports and Dashboards

Communication of changes

Utility, utility, utility

Clean-up unused items

User Adoption

Key Take away

Sponsorship

Communications strategy

Data Quality

Training Reinforcement

Process/Measure

17

Engage!

Join the Higher Education Chatter Group

http://www.salesforcefoundation.org/hechatter

UK Non Profit Salesforce Users Group

http://www.linkedin.com/groups?gid=1823460

Avril Harrington aharrington@salesforce.com

Jim Levi jlevi@salesforce.com @jimmtlevi

+44-7833-448596

Don’t Forget to Submit Your Survey!

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kiosks to complete your session surveys -

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one of 8 £250 gift cards

Thank you!