& UMass IT Conference June 7, 2017 Learning w ith Purpose - - PowerPoint PPT Presentation

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umass it conference june 7 2017 learning w ith purpose
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& UMass IT Conference June 7, 2017 Learning w ith Purpose - - PowerPoint PPT Presentation

Oct 21, 2023 112 likes •252 views

OUR JOURNEY & UMass IT Conference June 7, 2017 Learning w ith Purpose Learning w ith Purpose CI O vision for Salesforce Customer Relationship Management (CRM) is a Business strategy for improving value to constituents

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Learning w ith Purpose Learning w ith Purpose

OUR JOURNEY

&

UMass IT Conference June 7, 2017

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Learning w ith Purpose

CI O vision for Salesforce

  • Customer Relationship Management

(CRM) is a… – Business strategy for improving value to constituents – Solution for managing interactions (prospects, students, alumni, parents, faculty/ staff, and corporations)

  • CRM can enable…

– Constituents to interact with UMass Lowell as a single entity and not numerous discrete departments – A 360 degree view of student

  • Single Salesforce Instance managed by

IT in partnership with business offices

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Learning w ith Purpose

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Learning w ith Purpose

Hospitality Student Affairs Student Financial Services Recruiting and Admissions Corporate Partnerships Financial Aid Retention Solution Center Career Services

Custom er Relationship Managem ent

Our Journey Our Journey

Registrar

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Learning w ith Purpose

# Of Salesforce Users to Support

50 100 150 200 250 300 9/2014 1/2015 5/2015 9/2015 1/2016 5/2016 9/2016 1/2017 5/2017

TOTAL USERS

>100% Growth in last 12 months

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Learning w ith Purpose

Solution Center

– Contacts – Cases

  • Email
  • Phone
  • Drop-In

Getting Started Getting Started

2014 New IT Skills and Tools

– SF Admin 101 (class) – Implementation Partner – ApexIT and working with them to absorb knowledge. – Writing of Reports and Dashboards – Adding Users

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Learning w ith Purpose

Solution Center Improvements

– Console – Queue Line Management – Email Templates – Case Management Changes

Learning to Support Learning to Support

2015

Marc Pellegrini

New IT Skills and Tools

  • Salesforce

– Profiles and Roles – Sharing Rules – Case Record Types and Case Assignment Rules – Case Queues and List views – Console Layouts – Sites and Visualforce – Workflow Rules

  • Call Center (Five9)
  • Signed Forms (Docusign)
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Learning w ith Purpose

Admissions and TargetX

  • Recruitment
  • Marketing

New IT Skills and Tools

  • Salesforce

– Flows – Process Flows

  • TargetX Suite

– Managed Package Objects and Fields – Web Forms (Form Assembly) – Email Campaigns (Tx) – De-Duplication (Demand Tools) – Events (Tx) – Text Messaging (SMS Magic)

Learning to Grow and Expand Learning to Grow and Expand

2016

Neha Madhia

NEW HIRE: Salesforce Administrator

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Learning w ith Purpose

Career Services

  • Appointment Scheduling
  • Contact notes

Student Retention

  • Cases and Surveys

Public Affairs

  • Mobile listening

New IT Skills and Tools

  • Salesforce

– Process Builder – Salesforce for Outlook

  • Appointments (TimeTrade &

Sumo)

  • Surveys (Qualtrics)
  • Data Backup (backupify)
  • Social Studio (radian6)

Learning to Grow and Expand Learning to Grow and Expand

Also in 2016

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Learning w ith Purpose

New in 2017

  • Hospitality and Events
  • Student Affairs
  • Continuing Education

Evolving Needs

  • Admissions
  • Career Services
  • Solution Center
  • Retention

New IT Skills and Tools

  • Salesforce

– Higher Education Data Architecture (HEDA) – Lightning for Outlook

  • Improved Operations

– Sandbox Refresh Process – Modification Dev and Test

Learning to Support Many Learning to Support Many

2017

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Learning w ith Purpose

UML Salesforce Team

  • IT Professional Staff– reallocation of duties (3) & new hire (1)
  • Co-Op Student Employees (2)
  • Solutions Architect/ Consultant Services (1)

Training and Developm ent:

  • Salesforce Training (videos; webinars; Trailheads)
  • Salesforce on-site visits
  • UMass Salesforce Day
  • Salesforce World Tour Boston
  • Saleforce Higher Education Summit ($$)
  • TargetX Higher Education Summit ($$)
  • Salesforce Certification Exams ($)

Building Our Team Building Our Team

IT Enterprise Applications

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Learning w ith Purpose

Services: Project Management, System Administration, Solution Architecture, Data Integration, Security Administration, Operations Support, Reporting

Richard Conley – Director Doreen Bray – Sr. Project Manager Dan Bedard – Project Manager Neha Madhia – Salesforce Administrator Julio Hernandez – Salesforce Administrator / Developer Pranav Nagrecha – Analyst / Co-op Marc Pellegrini – Architect/ Consultant Vinu Vijayan (0.1 FTE Consultant) – TargetX Virtual System Admin.

Meet Our Team Meet Our Team

IT Enterprise Applications

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Questions Questions

Or Contact Later at… Richard_Conley@uml.edu 978‐934‐4794