salesforce presentation for umass it conference presentation for umass it...cio vision for...
TRANSCRIPT
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Learning with PurposeLearning with Purpose
OUR JOURNEY
&
UMass IT ConferenceJune 7, 2017
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Learning with Purpose
CIO 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 with Purpose
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Learning with Purpose
Hospitality
Student Affairs
Student Financial Services
Recruiting and
Admissions
Corporate Partnerships
Financial Aid
Retention
Solution Center
Career Services
Customer Relationship Management
Our JourneyOur Journey
Registrar
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Learning with Purpose
# Of Salesforce Users to Support
0
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 with Purpose
Solution Center– Contacts– Cases
• Email• Phone• Drop-In
Getting StartedGetting Started2014
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 with Purpose
Solution Center Improvements– Console– Queue Line Management– Email Templates– Case Management Changes
Learning to SupportLearning to Support2015
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 with 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 ExpandLearning to Grow and Expand2016
Neha Madhia
NEW HIRE:Salesforce Administrator
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Learning with 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 ExpandLearning to Grow and ExpandAlso in 2016
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Learning with 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 ManyLearning to Support Many2017
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Learning with 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 Development:• 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 TeamBuilding Our TeamIT Enterprise Applications
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Learning with Purpose
Services: Project Management, System Administration, Solution Architecture, Data Integration, Security Administration, Operations Support, Reporting
Richard Conley – DirectorDoreen Bray – Sr. Project ManagerDan Bedard – Project ManagerNeha Madhia – Salesforce AdministratorJulio Hernandez – Salesforce Administrator / DeveloperPranav Nagrecha – Analyst / Co-op Marc Pellegrini – Architect/ConsultantVinu Vijayan (0.1 FTE Consultant) – TargetX Virtual System Admin.
Meet Our TeamMeet Our TeamIT Enterprise Applications