HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

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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

k@wayne.edu @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.

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Director of Academic & Core Applications rob@wayne.edu

@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.

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Director of the Student Service Center greynolds@wayne.edu

@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 k@wayne.edu greynolds@wayne.edu rob@wayne.edu @klueckeman @gaylereynolds @ab5602

Contact Us!

HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.