Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

54
Connected Campus Collage Tales of Using Salesforce Across the Lifecycle

description

The idea of a Connected Campus is the ability to connect to all constituents in a whole new way leveraging social, mobile and cloud technologies on a single unified platform. While some are already there, many are still on a journey to becoming a Connected Campus where they use Salesforce as a system of engagement across the entire student lifecycle. Join us to learn how University of Minnesota, Tulane University, and George Mason University School of Business are using Salesforce across the student lifecycle and their journeys to become a connected campus.

Transcript of Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Page 1: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Connected Campus Collage Tales of Using Salesforce Across the Lifecycle

Page 2: 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.

Page 3: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 4: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 5: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 6: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 7: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 8: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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  

Page 9: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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  

Page 10: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 11: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 12: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 13: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 14: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 15: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 16: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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  

Page 17: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 18: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 19: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 20: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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  

Page 21: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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.

Page 22: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 23: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 24: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 25: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle
Page 26: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Customer Relations

Page 27: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Campus Visits

Page 28: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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.”

Page 29: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Solution: Integration with Student Information System (PeopleSoft)

Page 30: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Issue #3

Difficult to quantify level of student interest amongst prospective students, applicants, and admitted students.

Page 31: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Solution: Interactions are coupled with an “interest grade”

Page 32: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Solution: Interactions are coupled with an “interest grade”

Page 33: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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.

Page 34: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 35: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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.

Page 36: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

–  PeopleSoft

–  ImageNow

–  Email

–  Tuition refund appeal database

–  Customer feedback mechanism

–  Walk-in queuing

Integrations and consolidations (as of 11/14)

Page 37: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Imaging system integration with Salesforce

One less system to search for a student record!

Page 38: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Submitting a comment card on our website opens a case in Salesforce.

Page 39: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Check-in kiosk screen for walk-in customers

Page 40: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Current walk-in queue for staff screens

New efficiency: automatic case creation

Page 41: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Dashboards

Page 42: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Dashboards

Page 43: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Basic case record type

Page 44: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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.”

Page 45: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

University of Minnesota Enterprise CRM Roadmap

Page 46: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 47: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 48: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 49: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 50: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

View and Capture Everything

•  Salesforce1 •  E-mail to

Salesforce •  Salesforce for

Outlook

Answer once, log and view everywhere

Page 51: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 52: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

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

Page 53: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Thank you

Page 54: Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle

Register Today: salesforcefoundation.org/hesummit15