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Educational institutions are being challenged now more than ever to become more flexible, responsive, efficient, and focused on serving students' needs. Join us to learn how Wayne State University developed a Student Service Center where phone calls, emails, and walk-in visits from prospective and current students are aggregated at a central location, enhancing recruitment and retention by providing service that is responsive and accountable.
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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Tuesday, June 25, 2013 Wayne State University
Detroit, MI
Higher Education Summit
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Presented by Kathleen Lueckeman, Senior Director of CRM
Gayle Reynolds, Director of the Student Service Center Robert Thompson, Director of Academic & Core Applications
Delivering Exceptional Student Service Part 1
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Senior Director of CRM and Graduate Admissions Director
[email protected] @klueckeman
Kathleen Lueckeman
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Agenda • About Us • Vision for Salesforce at WSU • Salesforce Integration • Student Service Center • Q&A
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
About Wayne State University Combines the academic excellence of a major research university with the practical experiences of an institution whose history, location and diversity make it a microcosm of the world students will enter when they graduate
§ 30,000 students: 2/3 undergraduate and 1/3 graduate § 400+ undergraduate, grad. and professional programs § Central undergraduate admissions and student service § Decentralized graduate admissions § Banner (Ellucian) ERP
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
How and Why We Got Started § Salesforce Foundation
– 10 free licenses § Base system easily
configured § Vast add-on product
ecosystem § Robust APIs § Creation of the Student
Service Center § Tools for continual
improvement
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
How We Are Structured § Executive Sponsor: Mandate § Central IT: Development and Integration § CRM: System Administration and Campaigns § Users: Project Owner, Champions, Power Users, Team Members
Project Team Role Name Role
Descrip3on Team Member Name
Execu've Sponsor Lends influence to the project by becoming the champion. Sets the business vision for the implementa'on.
Project Owner Guides the project to successful comple'on. Understands all business process and maps process to the Salesforce CRM implementa'on.
Power User/Champion Serves as liaison to the users to ensure the applica'on meets day-‐to-‐day needs.
Team Members Others who will serve on the Salesforce project team.
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Director of Academic & Core Applications [email protected]
@ab5602
Robert Thompson
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Data Model: Banner
Business logic: Python Scripts push data to holding object then Apex job pushes to Salesforce
Data exposed to end users
Salesforce Integration with ERP
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Salesforce Integration with ERP
Banner Data: System of truth for
Person, Application,
Registration, etc.
Matcher: To prevent duplicates, create new, update or
suspend
Salesforce System of truth for
prospective student data;
integrated with Banner system of
truth data
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Single Sign-On
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Digital Sign Integration
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Director of the Student Service Center [email protected]
@gaylereynolds
Gayle Reynolds
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101 Why create a one-stop? • Fall 2010 student survey results • Desire to bring financial aid phone service
in-house • Consolidate customer service across
enrollment management departments
Vision for SSC: • Create a central location for problem-solving,
dispersing information, and document intake • Collect and analyze data to identify issues
that impede student success – policies, procedures, forms
• Collaborate with other departments to re-engineer processes
How did we create SSC? • Visited other one-
stops
• Research, research, research...
• Identified the departments to be represented
• Determined what services would be offered
• Responsibility matrix
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Responsibility Matrix
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Personnel in a Student Service Center: • Management - 3 • Specialists - 15 (represented positions) • Student Assistants - 15 • Counselors - Financial Aid and UG Admissions
Personnel budget: • Management - $247,000 • Specialists - $700,000 • Student Assistants - $45,000 • Counselors - Paid by home departments
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101 Call Center
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101 Front Counter
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101 Counseling Area
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101 Campaign Center
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101 Student Service Center Operations: • Answer telephone calls – average 500 calls per day • Staff the front counter – average 150 visits per day • Respond to emails – average 100 incoming per day
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Salesforce 102 How we use Salesforce: • Contact database for applicants and students • Documenting interactions with students • Tracking contact reasons • Recording and monitoring campaigns to track effectiveness • Timekeeping • Chatter • Customer service surveys • Calendars • Dashboards • Reports - performance measures, accountability • Professional development
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Contact Database
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Documenting Interactions with Students
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Documenting Interactions with Students
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Tracking Contact Reasons
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Calling Campaigns
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Timekeeping
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Chatter
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Customer Service Surveys
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Calendars
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Dashboards
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Reports
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Professional Development
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Best practices for a successful implementation
§ Have an executive sponsor who is active and committed § Work with energetic partners who aren't afraid of change § Have a big vision but phase in implementation § Focus on continual improvement § Have smart people on staff § Define and test the ability to integrate with your ERP § Don't be afraid of the cloud!
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Kathy Lueckeman Gayle Reynolds Rob Thompson [email protected] [email protected] [email protected] @klueckeman @gaylereynolds @ab5602
Contact Us!
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.