area: undergraduate student recruiting and admissions

1

Business goal(s):• Institute reporting and sharing of analytics with campus partners to make

data-informed decisions • Discover better ways to communicate with students, parents, and

enrollment influencers across the enrollment funnel, including automation and AI tools, to communicate more effectively

• Leverage Salesforce CRM + Marketing Cloud to effectively progress students for undergraduate, graduate, and professional recruitment and retention activities

• Support the integration of Salesforce and SIS data systems, along with vendor partner systems

• Expand innovation in communication through the use of Salesforce • Build a standard for communication messaging and design practices

across the division • Champion consistent campus and university branding via successful

integration of Salesforce CRM + Marketing Cloud • Work with campus partners on effectively communicating with students,

faculty, and staff

Achievements:• Implemented new dynamic campus visit application, supporting both in-

person and virtual activities, while also allowing academic school events to be displayed: https://admissions.iupui.edu/visit/index.html

• Created a series of applicant reports/analytics for each undergraduate academic unit to support conversion and melt activities

• Using Convergence Cloud, developed a feed of academic school-based visit day programs

• Incorporated SMS into event reminders, which lowered the overall no-show rate of visits; also incorporated Campaign Contacts to some confirmations (ongoing)

• Restructured area of interest options on forms to be based on clusters; developed a calendar feed around this idea: https://admissions.iupui.edu/visit/calendar/

• Increased analytics and use of dashboards and reports to support analysis, strategy, and operational processes

• Enhanced uses of Request for Information forms (RFI) Д Launched RFI based on the new admissions

object that includes a direct connection to the SMS opt-in for inquiries

Д Started implementing school-specific RFIs, similar to https://admissions.iupui.edu/testing-pages/master-rfi.html?sc=BUS (ongoing)

Д Created reporting for tracking new submissions for individual school RFIs

Briefing booklet

CRM Leadership Workshop

May 28, 2021

Area: Undergraduate Student Recruiting and Admissions

Unit: IUPUI Division of Enrollment Management

https://admissions.iupui.edu/visit/index.html

https://admissions.iupui.edu/visit/calendar/

https://admissions.iupui.edu/visit/calendar/

https://admissions.iupui.edu/testing-pages/master-rfi.html?sc=BUS

https://admissions.iupui.edu/testing-pages/master-rfi.html?sc=BUS

2

• Converted “Jags on the Road” travel events from manual, hard-coded events to Salesforce Travel Events and Campaign Contacts (Example: https://admissions.iupui.edu/contact/meet-counselor/luna-alyssa.html, but no events are currently active)

• Began visualizing inquiries and admits for academic schools using Salesforce maps, leading multiple programs to refocus their recruitment efforts

• Using new admissions object fields and campaigns, continued to leverage the use of affinity scoring in CRM to prospect through-melt activities

• Continued to on-board graduate and professional partners into CRM • Adoption and continued use of AI/Einstein with decision splits and send

time optimization • Increased use of SMS across division and partners • Increased use of Marketing Cloud across division partners and student

populations• Onboarding, training, and updating academic units with changes, and using

CRM admissions data, cases, campaigns, and reporting • Documentation of the Salesforce phases (graduate and undergraduate)

and the creation of an IU Canvas CRM training site by Undergraduate Admissions

• Development of data-access risk mitigation best practices in cooperation with IU campuses and offices

In-process activities and dates:• Increased implementation and integration of CRM across graduate

admissions and recruitment teams • Internal documentation for implementation of undergraduate Phase 3 • Ongoing bimonthly meetings for best practice and CRM upgrades with

academic units/offices on campus • Implemented Calendly, an appointment scheduling software, which offers

one-on-one virtual visits; evaluating for future growth and use

Concerns:• The system and usage documentation seems to still be an issue; some

documentation is long overdue (example: Convergence Cloud and its Form Handler and List Upload tool needs better documentation and examples of best practices).

• For users, the division of the Service Cloud and Marketing Cloud is problematic.

Д Between IU Studios and IU CRM, the management of two integral CRM systems seems disjointed and communication between the two management groups is not synchronized.

Д The addition of tier-based permissions for MC, requiring users to take a class/quiz, is going to be extremely challenging. The requirement is redundant and unnecessary for power users that have used the system for many years. For these users, it’s a burden of resources. There is also concern that it will result in users who want to avoid the training, relying on service centers for the work.

Д There is an ongoing need for further clarity of the roles between IU Studios and IU CRM

https://admissions.iupui.edu/contact/meet-counselor/luna-alyssa.html

https://admissions.iupui.edu/contact/meet-counselor/luna-alyssa.html

Unit: IU Bloomington Office of Enrollment Management

3

• Web tracking is a failure. Requirements were gathered but the resulting functionality is contrary to the use case. Currently, it requires form submission, which defeats the purpose of tracking; if the form was submitted, we know already the user had been on that page.

• There are ongoing problems where a reported issue generally gets the standardized response of “It is working as intended, based on the ADM3 pillar.” The response step is to submit an enhancement request, even if the delivered functionality isn’t behaving correctly. Limiting change opportunities, beyond a significant project, stagnates the CRM system. Moving requests to “a parking lot” of issues results in a rigidity of project management and timelines.

• Enhancement requests are problematic. Once submitted, when there is a response, it is usually that it will be reviewed/resolved “quarterly.” Often that is the last response concerning the request.

• There is ongoing proliferation of new or enhanced systems with communications functionality (examples: AdRx or Canvas) with similar capacities to Salesforce which results in users who prefer custom systems for their use.

• Systems testing needs review to be effective. For example, creating a plan to cover all functionality, detail documentation, and testing scripts for business analysts would keep the review process from becoming consistent and complete. The lack of cohesive testing can result in production issues.

• There is ongoing concern that IU CRM administrators don’t always recognize the need for requested functionality in the tool, despite stakeholders and business analysts expressing the demand for functionality to leverage the system effectively and more simply.

• The use of CRM (MC and SC) at the graduate level lags adoption at the undergraduate level, caused by a lack of resources to support the graduate level

Business goal(s):• The Office of Enrollment Management (OEM) serves IU Bloomington as the

strategic student recruitment, enrollment, and services division. In this role OEM, will utilize the IU CRM to:

Д Increase personalization and segmentation in our communications Д Fully engage and support our academic partners in their yield efforts

in a more robust way Д Effectively and efficiently track student behavior through the

enrollment funnel• Tactically, complete the implementation plan and adopt the IU CRM to

recruit the fall 2023 cohort Д IU Bloomington to be fully in the IU CRM by summer 2022 to recruit

the class of 2023 Д Additional staff to be added to support increased engagement from

campus partners and to successfully maintain current workloads

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Д IU Bloomington will use Slate for an additional year for back-office processes

Д Slate will be retired by summer 2023

Achievements:• The identified OEM adoption gaps from February 2019 will be mitigated or

workarounds developed by June 2021• Since 2018, OEM has utilized Marketing Cloud for enrolled student

communications for Scholarships, FYE, Student Central, Registrar, and the Office of Student Financial Assistance

In-process activities and dates:• Training continues with the IU CRM and IU Studios teams to better

understand the IU Undergraduate Recruitment Pillar. • Planning to send email communications to counselors, alumni student

recruiters, and Community Based Organizations from the IU CRM/Marketing Cloud starting in August 2021.

• Partnering in the Financial Aid/Scholarships IU CRM project.

Concerns: The IU Bloomington team is looking forward to moving into the IU CRM environment and the opportunity to leverage this resource as part of our strategic partnerships with the academic schools on the Bloomington campus and enhance our support of their strategic communication plans. With our recruitment partners university-wide, we are determining the best processes for risk management. We’re striving for a balance of giving campus partners the information and data they need while securing the platform against human error.

Unit: Office of Online Education

Business goal(s):• Improve application and enrollment in online programs • Effectively communicate critical information (e.g., COVID-related) to IU

Online constituents • Provide timely and personalized communications to enhance the student

experience

Achievements:• Established a campaign for out-of-state students in online programs

regarding program licensure in compliance with regulations • Created new campaign to connect admitted students to online programs

with student services such as success coaching, onboarding, etc., to increase enrollment

• Integrated Transcript Retrieval Service into all communications with undergraduate prospects and applicants

• Communicated COVID-related information to constituents

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• Implemented communications for prospective students covering general topics including: the admission process, completing a degree, transferring, costs and financial aid, returning to IU, and online coursework

• Prospect communication journey initiated 24 hours after RFI submission • Updated RFI and Intent to Enroll forms • Deployed campaigns to the following populations: prospective students,

applicants, admitted students, enrolled students, graduating students, stopped-out students, etc.

• Implemented new email framework provided by IU Studios • Created CRM reports to support postcard mailings to new applicants

and admits • Consistent communication journeys implemented for all seven campuses

for online R.N. to B.S.N. applicants and admits

In-process activities and dates:• Revise and update all undergraduate and graduate prospect

communications—August 1 • Analyze results of IU Studios LiveClicker (video) technology added to

undergraduate prospect communications in Spring 2020—August 1 • Graduate pre-applicant, submitted applicant, and admit journey

communication—August 1 • Enhanced utilization of CRM for automated success coaching

communications—August 1 • Journey creation for non-degree-seeking students—August 1

Concerns:• Documentation lags implementation; Convergence Cloud features such as

Form Handler, List Upload would benefit from better documentation and walk-throughs for developers

• Expansion of the data model to include more robust information about enrolled students

• Confusion with communications from other systems with CRM-like functionality (e.g., Liaison, AdRX); need to consolidate the use of Salesforce as the primary means to communicate with students

• Communications have improved but there are still issues where it seems functional user concerns are not addressed effectively between the business analysts and app admins

• Additional automated integration needs for text messaging, Liaison • Need for more actionable and accurate reporting out of CRM • Communication regarding changes or new implementations lacking

(usually don’t hear about changes until AFTER they are implemented) • Admissions object vs. Opportunities (confusion on which one to use) • Salesforce is not loading the Apt # from SIS; therefore, many postcards and

other mailings are being returned• Creating duplicate accounts for students; if a student has an old IU email

address, it becomes the default in Salesforce and students do not receive Salesforce communication

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Unit: University Student Services and Systems (USSS)

Business goal(s): To support regional campus undergraduate/graduate and Bloomington graduate recruitment strategies through leveraging CRM

Achievements:• Leveraging consolidated recruitment data through integration with Student

Information System (SIS), batch uploads, RFI forms, etc. • Automation of segmented communications throughout recruitment funnel• Capture and track interactions for each point of contact, including

incoming and outgoing emails, phone calls, etc. • Event management, including creation of events, managing invites, tracking

RSVPs, attendees• Analytics and custom dashboards for planning and yield calculations • Expanded the student scope to include financial aid notifications and

registration reminders • Implemented a new consistent “intent to enroll” process across all

regional campuses • Implemented automated ACP admissions process for all regional

campuses• Transitioned to use of Fireforms to support all form development, including

the conversion of over 1,000 existing forms created via FormAssembly

In-process activities and dates:• Partnering with IU Studios on the transition of regional campus recruitment

marketing by a vendor (EAB) to in-house managed journeys• Continue to expand services to graduate recruitment support for

Bloomington and regional campus by leveraging graduate objects • Partnering with University Institutional Research and Reporting (UIRR) to

leverage combined data points in CRM to support admit to enroll follow-up communications, i.e., data from IU credential setups, orientation, advising, etc.

• Deploying the use of SMS functionality across recruitment funnel • Development of new application sharing process to offer regional campus

admissions to qualified Bloomington and IUPUI denied applicants • Transition of Marketing Cloud emails to new IU Studios templates

Concerns: • Reliability of SIS to SF integration. Dependency on reliable data updates,

etc., is critical to effective communications• Review of IU Admissions object, specifically “Additional Information”

to ensure opportunities to effectively utilize available attributes • Availability and timeliness of expanded data to fully support graduate

recruitment• Open communication within CRM community to share best practices

and ongoing support inquiries

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Area: Graduate Student Recruiting and Admissions

Service Center: University Student Services and Systems (IUB/Regionals)17 units in process, 9 upcoming—05.12.2021

Unit: BL-GRAD-UGS (Cybersecurity and Curatorship)

Business goal(s):• Utilize Salesforce to communicate with suspects, prospects, and

pre-applicants interested in cybersecurity or curatorship• Link RFI form submissions and keep track of info session events

Achievements:• Active journeys for cybersecurity & curatorship suspects, prospects,

and pre-applicants; creation of RFI form and campaigns for info sessions• Weekly cybersecurity newsletter and monthly curatorship newsletter,

numerous automations for various deadlines and reminders

In-process activities and dates: None

Concerns: Interested in texting through Marketing Cloud—in need of short code

Unit: BL-CYBR-CORP (Joint program between Cybersecurity and Luddy)

Business goal(s): Utilize Salesforce to communicate CyberCorps information to students

Achievements: Active journey detailing CyberCorps requirements


Concerns: None

8

Unit: BL-IUSO-GRAD (Optometry)

Business goal(s): Move all recruiting procedures into Salesforce including forms, communications, special events, RFI

Achievements: Import of all previous recruiting contacts into Salesforce, creation of RFI form and prospect form, creation of email template, creation of event tracking, creation of prospect journey, training on Salesforce and Marketing Cloud

In-process activities and dates: OptomCAS application does not integrate with Salesforce; RFI email journey with embedded video

Concerns: Would like to engage SMS/texting in Marketing Cloud, department will need to purchase short code

Unit: BL-SICE-DSCI (Luddy/Informatics Online)

Business goal(s): Move all recruiting procedures into Salesforce including forms, communications, and special events

Achievements: Import of all previous recruiting contacts into Salesforce, creation of RFI form, creation of prospect and pre-applicant journeys, and creation of numerous dashboards for department data

In-process activities and dates: Planning for next admissions cycle

Concerns: None

9

Unit: BL-GRAD-LUDD (Luddy/Informatics on campus)


Achievements: Import of all previous recruiting contacts into Salesforce, creation of RFI form, pre-applicant upload, creation of numerous email blasts, events, extended team training on Salesforce and Marketing Cloud, and creation of dashboards for department data

In-process activities and dates: Communication to admitted students based on lists/campaigns

Concerns: Review current processes to update for new academic year, wants to continue to use Salesforce to communicate with admitted students, severe limitations on reliable and timely data in SIS & Salesforce leads to heavily using campaigns to track admitted students and not being able to fully leverage Salesforce reporting features

Unit: BL-SPEA-MPO (O’Neill/SPEA)

Business goal(s): Move all recruiting procedures into Salesforce including forms, communications, special events, RFI

Achievements: Creation of numerous RFI forms, email template, and journeys for prospective students


Concerns: New director, so changes could be coming

Unit: BL-SPH-MPDH (Public Health Online)


Achievements: Creation of RFI, creation of emails and journeys for prospective and applicant students, journeys for student advising, pre-applicants, and prospective students are in place


Concerns: None

10

Unit: BL-SPH-RES (Public Health Residential)


Achievements: Creation of RFI form, creation of emails and journeys for many programs prospective journeys, extensive training of residential team

In-process activities and dates: Waiting for more program-based email content

Concerns: None

Unit: BL-GRAD-HLS (Hamilton Lugar School)

Business goal(s): Utilize Salesforce to communicate with suspects, prospects, and pre-applicants and link RFI form submissions and send out deadline-related blast messaging

Achievements: Active journeys for prospects, pre-applicants, and applicants (single email only) and creation of RFI form and automations for deadline blasts


Concerns: Does not plan to utilize Salesforce for applicant and admit communication due to limitations of data integration from WebAdmit to Salesforce

Unit: BL-EDUC-GRAD

Business goal(s): Unsure

Achievements: Single journey for one education program

In-process activities and dates: Meetings on hold due to lack of content available for journeys and our team is waiting to hear from EDUC to initiate next steps

Concerns: None at this time

11

Unit: BL-GRAD- (Folklore and Ethnomusicology)

Business goal(s): Utilize Salesforce to communicate with suspects, prospects, and pre-applicants

Achievements: Introductory meeting with basic journey packages

In-process activities and dates: Waiting on program to initiate next steps

Concerns: None

Unit: NW-ARSC-FINA (Clinical Counseling)

Business goal(s): Utilize Salesforce for admissions recruiting efforts, due to lack of marketing budget, primary focus on prospects and pre-applicant journeys

Achievements: Import new and previous contacts into Salesforce, created prospect and applicant journeys, training in Salesforce Service Cloud


Concerns: Program is currently suspended until 2023 due to declining rate of applications

Unit: NW-CHHS-NURS (Nursing)


Achievements: Import new and previous contacts into Salesforce, created prospect journey, training in Salesforce Service Cloud

In-process activities and dates: Pre-applicant journey

Concerns: None

12

Unit: NW-GRAD-BUSE (Business)

Business goal(s): Utilize Salesforce for admissions recruiting efforts, due to lack of marketing budget, primary focus on prospects journeys

Achievements: Introductory meeting

In-process activities and dates: Met with group and waiting on their content to begin developing journeys

Concerns: None

Unit: NW-GRAD-SPEA (SPEA)


Achievements: Created prospect emails for journey

In-process activities and dates: Will work on pre-applicant emails in the coming semester

Concerns: None

Unit: OOE Grad (Office of Online Education)

Business goal(s): Run communication through Salesforce to all (or as many as possible) stages (suspect—enrolled)

Achievements:• Reports to track all stages of students based on plan and daily

applicants and admits• Weekly admit reports sent to EA grad faculty directors• Creation of journey for admitted DC teachers

In-process activities and dates: Creation of admit email journeys based on campus and plan and creation of prospect journeys

Concerns: Issues with timely admit data flowing from WebAdmit to SIS to Salesforce

13

Unit: SE-BUS-GRAD (Business)

Business goal(s): Leverage Salesforce to enhance already existing marketing messaging targeting prospects

Achievements: Created prospect journey, provided training in Salesforce Service Cloud, created quick-entry prospect form for unit to add prospects to Salesforce

In-process activities and dates: Potential degree-specific journeys

Concerns: They were told by their leadership they are not allowed to recruit current undergrad students into their grad programs who aren’t already in the School of Business. They are hoping for an exemption because one particular business grad degree is aimed at students who don’t have an undergrad in business.

Other units that have completed the USSSCRM Grad request form and will begin adoption process:

IUBLA: Cognitive Science

IUBLA: Counseling and Educational Psychology

IUBLA: Eskenazi School of Art and Architecture

IUBLA: Maurer School of Law

IUSBA: Arts/Music

IUNWA: NW-GRAD-CIS (Infosys)Had initial meeting, but no response from department

IUNWA: NW-GRAD-EDUC (Education)Had initial meeting, but no response from department

IUNWA: NW-ARSC-FINA (Liberal Studies)Had initial meeting, but no response from department

IUCOA: Masters in Health Counseling

14

Service Center: Office of Enrollment Strategy and Insights (IUPUI)26 units in process (various stages, including 14 on hold)—05.12.2021

General notes: Many of these graduate partners began the transition to Salesforce prior to the creation of the Office for Enrollment Strategy and Insights (ESI) under Boyd Bradshaw at IUPUI, and the retirement of the RCSC. Thus, a large shift has taken place in resources available for graduate partner adoption. Although ESI can still assist with a few clearly defined aspects of CRM and Marketing Cloud, discussions were held and UITS CRM team agreed to take over the initial training and onboarding of graduate partners. Given the complexities of the prior CRM and its contact databases that had used by Kelley School, UITS CRM team agreed to help with their transition including database conversion to the current CRM. The work with Kelley was moving forward. A large majority of graduate programs at IUPUI are at a standstill.

Further, an overall concern in the graduate world is the lack of resources school-side to support the adoption of the CRM. The majority of graduate programs that began the process are in a holding pattern as they do not have the resources to continue with next steps. Exceptions to this include Social Work, Informatics, and the GCMM certificate program in Kelley. Since the creation of ESI and the retirement of the RCSC, a large void was created in the realm of graduate CRM resources.

Unit: Kelley Business of Medicine Program

UITS CRM Team took over the onboarding, database transfers, and implementation of this program as a pilot in the hopes of migrating the process away from the former RCSC/service center (now ESI).

Unit: IN-KSOB-BUS1 (Kelley)

Business goal(s): RFI forms; prospective journey

Achievements:• Introductory meeting. pre-applicant journey: client to create outline of

content + templates, send to us• DEM to work on export/import, plus create upload template for Custom

Field 1 Campaign• RFI form for Evening MBA program in use

In-process activities and dates: On-going campaigns and reports, plus management of digital campaigns; evaluating progress and results

15

Concerns: New ESI approach does not fit the needs of evening MBA program, may explore taking the Business of Medicine’s route and work with UITS CRM team

Unit: IN-NURS-ADM (Nursing)

Business goal(s): Create recruiting procedures—forms, communications, and special events


In-process activities and dates:• Prospect students uploaded; awaiting Nursing input on goals• Creation of RFI, creation of emails and journeys for prospective

and applicant students

Concerns: New ESI approach does not fit the needs of Nursing

Unit: IN-INTP-OIA (International Affairs)

Business goal(s): Create recruiting procedures—forms, communications, and special events

Achievements: Creation of RFI, creation of emails and journeys for prospective students. Facilitated communications for grad school info session and online fairs; fall 2021 and spring 2022 graduate prospect journeys launched

In-process activities and dates: Ongoing journey for graduate prospects (also several undergraduate admitted student journeys)

Concerns: The new ESI approach does not fit the needs of International Affairs. The core challenge OIA is facing is with the business needs of a centralized admissions/recruitment unit with a goal of sharing prospective student information with multiple schools, as opposed to an individual school or department that will manage inquiries internally. OIA is currently managing communication and data for over 30,000 prospective international graduate students in Salesforce, but they do not have the ability to codify and share this information with partners in the School of Informatics for school, department, or faculty follow up. As more IUPUI schools will begin to use Salesforce for graduate recruitment and OIA deploys an India-based graduate recruiter, if we do not work with IU CRM to address these barriers, it will significantly impact the effectiveness of our recruitment efforts.

16

Unit: UA-GRAD-INRECR (Graduate Office)

Business goal(s): Collate all RFIs, take inventory, integrate to Salesforce, training

Achievements: Introductory meeting, updates for several segments – ABRCMS, SREB, Grad Expo, plus RFI uploads

In-process activities and dates: RFI form planning; prospect uploads; journey for grad expo created/executed; evaluating progress

Concerns:

Unit: IN-EGTC-UGADM (CIT)

Business goal(s): RFI Form, prospective journey

Achievements: Introductory meetings

In-process activities and dates: CIT to provide content to ESI, have provided details on create/use of universal campus RFI form

Concerns: In-school resources do not appear to be there, no communication in 10+ months

Unit: IN-EGTC-UGADM (E&T—Technology Leadership & Communications)

Business goal(s): Developing and operationalizing a baseline communications journey for prospect students

Achievements: Introductory meeting, journey launched

In-process activities and dates: Monitoring and evaluating progress and results

Concerns: None

17

Unit: IN-PHST-LFSOP (Philanthropy)

Business goal(s): Program is unsure of direction and use of CRM

Achievements: Introductory meeting, have provided details on CRM options and on creation/use of universal campus RFI form


Concerns: No communication in 12+ months, program is not interested in adopting

Unit: IN-SOCW-IUSSW (Social Work)


Achievements: Introductory meeting, content developed by client, ongoing journey for M.S.W. Direct prospects.

In-process activities and dates: Evaluating progress and results

Concerns: None

Business goal(s): User access to Salesforce

Achievements: Introductory meeting. Access granted for users.



Unit: IN-PBHL (Public Health)

18

Unit: IN-SHHS-OSS (Health and Human Sciences)

Business goal(s): Developing and operationalizing a baseline communications journey for prospect students for O.T., P.T., and P.A. programs

Achievements: Introductory meeting, in-process work

In-process activities and dates: Content to be developed by client for next steps


Unit: IN-MED-Grad (Prospective Students)

Business goal(s): Uploads of prospects

Achievements: Introductory meeting, prospects uploaded

In-process activities and dates: Discussing development of journeys and use of prospective student data

Concerns: New ESI approach does not fit the needs of medicine graduate, no communication in 6+ months

Business goal(s): Under discussion


In-process activities and dates:


Unit: IN-SPEA-COMM (O’Neill School)

19

Unit: IN-SOIC-ADM (Informatics and Computing)


Achievements: Introductory meeting, two journeys—one for certificate prospects and another for Ph.D. and master’s prospects—are running

In-process activities and dates: Reach out for further growth

Concerns: None

Unit: IN-EGTC-UGADM (E&T—Biomedical Engineering)

Business goal(s): Developing and operationalizing a baseline communications journey for prospect students; uploads of prospects


In-process activities and dates: BEME to reach out to their grad committee for direction and goals, reconnect after their internal consultation


Business goal(s): Prospect upload; lift for use of system for application generation and tracking


In-process activities and dates: Training, granting access to CRM for review


Unit: IN-EGTC-UGADM (E&T—Electrical & Computer Engineering)

20

Unit: IN-LART-OSA (Liberal Arts—Communications Studies)



In-process activities and dates: Client to draft content for journey; work with grad office for prospects

Concerns: Will reach out to program for progress report in July 2021 (their timetable)

Unit: Law—L.L.M. & M.H.J.

Business goal(s): Developing and operationalizing a baseline communications journey for prospect students; email re-direct


In-process activities and dates: School staff to collect prospect data to prep for initial upload; reach out once done

Concerns: New ESI approach does not fit the needs of L.L.M. & M.H.J., no communication in 12+ months



In-process activities and dates: Client to reach out when ready for next steps


Unit: IN-EGTC-UGADM (E&T—Mechanical Engineering)

21

Unit: IN-EGTC-UGADM (E&T—ENT Facilities Management)



In-process activities and dates: Client to respond to initial email draft; react to journey outline, baseline prospect journey

Concerns: Will reach out to program for progress report

Unit: IN-EGTC-UGADM (E&T—Graduate Office)

Business goal(s): RFI forms for info sessions + fairs, info session journey for prospects, alumni survey

Achievements: Introductory meeting, journey with program information for prospective students active

In-process activities and dates: Client to provide ESI with prospective sheets for info session registration, coordinate with departments for prospect content, work on alumni survey; Mark to work on pre-applicant upload

Concerns: No clear direction of where engineering graduate office really would like to go with CRM, new ESI approach does not appear to fit their needs, no communication in 8+ months

Business goal(s): In progress


In-process activities and dates: Education to provide ESI with questions wanted on RFI form; ESI to work on building form/upload to Salesforce

Concerns: New ESI approach does not fit Education’s needs

Unit: IN-EDUC-ENRL (Education)

22

Unit: IN-DENT-ENRL (Dentistry)

Business goal(s): Development of goals for CRM use in-progress


In-process activities and dates: ESI to grant access, schedule initial training; Dentistry to standardize collection of prospect data, start drafting content for a prospect stream

Concerns:

Unit: IN-KSOB-BUS1 (Graduate Certificate in Medicine)


Achievements: Introductory meeting, two GCMM journeys for prospects are running

In-process activities and dates: Planning for webinar invitations underway; 2021-2022 fiscal year 3 phase GCMM journey launched, webinar invites being sent

Concerns: None

Business goal(s): Emails (example—Herron graduate prospect mailings & grad open house) and prospect uploads

Achievements: Introductory meeting, several messages sent on program’s behalf

In-process activities and dates: As requested; advisement of opportunities, planning

Concerns: None

Unit: IN-EDUC-ENRL (Education)

23

Unit: Regenerative Medicine and Tech—School of Medicine

Business goal(s): Standardized collection and upload of prospects, start running baseline prospect journey

Achievements:

In-process activities: Program waiting for program/plan codes to be created for their degrees, when in which a standardized upload sheet to convergence clouded will be created for them, drafting content for prospect stream

Concerns:

Business goal(s): The Office of Business Partnerships strives to build mutually beneficial, high-value corporate partnerships that support, target, and prioritize mission-focused opportunities.

The Office of Foundation Relations exists to create and enhance quality institutional relationships with private philanthropic foundations.

• Relationship mapping for a holistic view: Д Enhance existing IU CRM account information by aggregating

high-level data from various source systems across the university to develop a systematic view of external organization relationships

Д Develop an index in IU CRM using aggregated data from multiple university divisions to assess, track, and maximize interactions with external organizations; implementing scoring mechanisms based upon established priorities and KPIs

• External organization pipeline of opportunities: Д Create a new feature in IU CRM to track approaches to organizations

and to guide university relationships, funding priorities, and resource allocation

Д Track current and upcoming opportunities, objectives, internal and external stakeholders, timeframes, relevant information, funding potential, stage of the pipeline, including identification, cultivation, qualification, proposal development, negotiation, award, stewardship, and other action items

Area: External Organizational Relations

Unit: Office of Business Partnerships and Foundation Relations

24

Д Show institutional relationships over time and develop the capability to allow for things like linking incoming awards with proposals and tracking stewardship steps (e.g., report dates)

Д Develop a faculty-centric view of organizational relationships and facilitate faculty mentoring opportunities where possible to improve our win rate with young investigator awards

• Relationship management: Д Develop a working group structure for IU’s core partners (larger

relationships) Д Identify teams of relationship managers (development, OBP, FR,

research, purchasing, engagement, ICO, etc.) and expert stakeholders (Faculty and Administrators) to coordinate, guide, plan, manage, and enhance existing and future external organization discussions

Д Create a mechanism to alert university employees of instances when a working group is coordinating conversations

• Institutional reporting for external organizations: Д Capture and share relevant data, intelligence, and insights on external

organizations collected from business units, IU leadership, and faculty interactions with organizations

Д Develop an executive dashboard for leadership-level information, correspondence, and meeting notes

Д Create automated briefings on IU relationships and other relevant backgrounds with external organizations

Д Aggregate organizational data into the business partner index to measure engagement and identify opportunities

Д Develop reporting to see high-level overviews of proposals and contracts with a proposal or contract deal memo report

Achievements:• Created a tool within IU CRM to manage sponsorship relationships,

agreements, and deliverables • Updated the corporate partner hierarchy to define how companies and

their dbas, alias, fkas, products, brands, foundations, subsidiaries, venture capital divisions, acquisitions, and collaborations are structured within the external organization pillar

• Data integration with Kuali COES and IUF Crimson

In-process activities and dates:• Units soliciting sponsorships have begun using the sponsorship tool within

the external org pillar• Working with business units to determine what data sets flow in the IU CRM

(Ongoing) • IUF-External Organizations data • IUB Athletics—IU sports properties sponsorship data • Conceptualizing needs, process, and implementation of pipeline and

working group structures • Establishing metrics and measuring success

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Concerns:• Ongoing data cleansing (already underway) • Need to establish rules regarding data responsibility and protocols and

procedures for appropriate use of data • Need to develop approach to security and non-technical support • Need to develop processes for onboarding and training • Cultural change management efforts will be needed to drive success • Activity described here is shared among faculty and development staff

at all levels of the organization—accuracy of data will require a careful assessment of who is able/incentivized to add and modify records

Business goal(s): Provide a central platform that HR staff can track service requests and collaborate across their multiple service groups and generate service utilization and response analytics to be used for ongoing process evaluation

Achievements: • Deployment continues to meet functional goals within service desk• 35,179 cases handled in the last 12 months

Concerns: • Unable to resolve an occasional issue when a contact did not populate

a case • Desire to investigate using other communication channels, such as chat,

within case management framework

Area: Human Resources Service Center

Unit: University Human Resources

area: undergraduate student recruiting and admissions

Documents