CRM Visioning Dave Gruber Tammy Aagard

Purpose of this session Outlining the concepts of our thinking so you understand how and why we are making decisions Show the roadmap for CRM Imagining the possibilities of CRM Task you with documenting specifications

CRM in COMPASS – Initial assumptions CRM would be a secondary system to SIS Primary focused on recruitment and admissions Focus on marketing communications Basic dashboards surrounding recruiting and admissions Event management SIS EMS Canvas MDM Reporting CRM One.UF

Recruitment and Admissions Retention Alumni and Donor Relations CRM Recruitment and Admissions Retention Alumni and Donor Relations

The world has been turned upside down University centric Student centric Salesforce Dreamforce Conference 2016

The world has been turned upside down University centric Student centric Salesforce Dreamforce Conference 2016

CRM in COMPASS – Vision Utilizing power of CRM to address current and future business needs Strategic partnership with Salesforce Strong adoption by Higher Ed of Salesforce Strong support of Salesforce for Higher Ed It’s all about connections Long term the true momentum will be using information about connections that the institution does not initiate

SalesBfourilcdeAPplpatsform The Connected Campus Salesforce for Higher Ed Students Parents Alumni Faculty & Staff Corporations Prospects Donors Marketing System of Engagement Community Recruitment Student Success Advancement System of Intelligence Record Analytics SalesBfourilcdeAPplpatsform Higher Ed Data Architecture (HEDA) SIS Housing HCM Financial Aid LMS Degree Audit GL Meal Plans Payroll

CRM Guiding Principles Touchpoints with potential, current or past students should be recorded in the CRM Recruiting communication and milestones Advising interactions Course communications Student life communications Student exceptions (petitions, SAP, residency) Employers communication with students regarding potential employment

CRM Guiding Principles In order to use analytics capabilities of CRM data around student touchpoints and information on student attributes must be in CRM Data natively created in CRM Data flowing from other systems- SIS, LMS, MDM Different from warehouse and reporting because the use of CRM data leads to action, not just inform - Graduate school tracking example Utilizing native strengths of CRM to address business needs rather than retrofitting ERP systems Workflow Communications Call to action

More tools in the toolbox

CRM Guiding Principles As the university seeks to monetize learning opportunities there is a need to manage broader constituencies – Distance Education, non- credit, lifelong learning, continued professional education Ability to use information from non-standard learning opportunities to recruit to standard degree programs Keeping constituents connected to the university and to each other

How do we get there? Staffing Bill Steele, Salesforce Program Architect Exploring additional assistance through an implementer Partnering with units who have a Salesforce instance on campus

Questions?