1. Lifetime Communications Project Team Enterprise CRM Jared Beard - David Strus

2. Lifetime Communications Project https://uisapp2.iu.edu/confluence-prd/display/CRMLC https://kb.iu.edu/data/ayqt.html http://www.kelley.iu.edu/itlabs/crmdemo/ September 27, 2010Lifetime Communications Project – CRM Roadmap Lessons Learned

3. September 7, 2015Customize footer: View menu/Header and Footer Enterprise CRM What is CRM? Genesis of Project Brad’s Slidedeck Why Talisma? What this means for PAGR Project Committees Release 1.0: August 2010 Departmental CRM to Enterprise Production Launch Lessons Learned Future Scope

4. What is CRM? According to Wikipedia: Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects At IU: Constituent Relationship Management September 7, 2015Customize footer: View menu/Header and Footer

5. Genesis of Project Comm 2.0 September 7, 2015Customize footer: View menu/Header and Footer

6. Lifetime Weighing options and analyzing the benefits of IU Enrolling at IU Deciding on a major Graduating from Indiana University Work Considering more education with IU Enrolling in grad school at IU Achieving fulfilled objectives through IU education Initial contact with prospective student Attends IU camp or event

7. Gary Anderson, M.D. Undergraduate, Wayne State University Med School at Michigan where senior year cardiology research led to American Heart presentation and a place at Krannert Heart Intern at IU School of Medicine Resident at IU with Dr. John Hickam Military Service ’71 joins IU School of Medicine faculty as Assistant Professor Start consulting relationship with Motorola and Motorola with IU ’74 Met Kathy at Krannert 3 weeks before east coast departure ’74 Recruited away-IU cannot match and opportunity too good ’76 Hewlett Packard relationship develops (9 years) ’83-’86-Asst/Assoc Dean-Hahnemann U-(now Drexel U) ’87 Joined NYSE Company as EVP for Technology ’88 CEO MDI ’90 Formed TL Ventures ’96 Purchased house in Brown County ’99 Dan DeHayes recruits for Kelley School/Johnson Center ’03 KSB/JCEI Faculty appt and KSB Dean‘s Advisory Board ’05 IUMC Advisory Board and Jacob’s School Dean’s Advisory Boards ’06 IU Foundation Board ’07 Chair Jacob’s School Dean’s Advisory Board ’08 Formally move to Indiana as residents ’09 Appointed to President’s Economic Cabinet “I get something from IU in print or email seemingly every day.”

8. Current Situation Initial contact with prospective student Weighing options and analyzing the benefits of IU Enrolling at IU Deciding on a major Graduating from Indiana University Work Considering more education with IU Enrolling in grad school at IU Achieving fulfilled objectives through IU education ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Attends IU camp or event ? ? ?

10. [Phone] [Email] [Chat][Self Service] [Campaign] [SMS] Student Systems Alumni/Donor Systems Purchased Data Departmental Systems TALISMA Campus Interaction Management Hub Knowledgebase

11. University-wide CRM Benefits Unlimited, Unmetered Use (6 year contract) – No fees per campaign – No subscription fees Basis for Policy Development Lifetime View of Constituent Contact Information Constituent Control of Opt-in/Opt-out

12. Why Talisma? Interaction Management Track history across all media (email, phone, SMS, in-person) Automatically capture/assign incoming emails September 7, 2015Customize footer: View menu/Header and Footer

13. September 7, 2015Customize footer: View menu/Header and Footer Why Talisma? Campaign Management Multi-step workflows Automatic and manual steps Electronic and print mailings Dynamic mailing lists

14. Why Talisma? Custom Object Framework Configurable user interface Analytics engine Event management Knowledge Base SMS integration September 7, 2015Customize footer: View menu/Header and Footer

15. What this means for PAGR: New tool for mass communication Replacement for WhatCounts Communication with members of the media Communication with legislators September 7, 2015Customize footer: View menu/Header and Footer

16. Project Committees: Executive Committee Implementation Task Force (ITF) Project Team September 7, 2015Customize footer: View menu/Header and Footer

17. Executive Committee Brad Wheeler, IU VP for IT & CIO, Chair J.T. Forbes, Executive Director IUAA, Chair John Applegate, IU VP for Planning and Policy Charles Bantz, IUPUI Chancellor & IU EVP Karen Hanson, IUB Provost & IU EVP Dorothy Frapwell, IU VP for Legal Affairs Mike Sample, IU VP for Public and Government Relations Gene Tempel, President of the IU Foundation Nasser Paydar, IUE Chancellor Karen Adams, President's Office Sara Chambers, LC Project Director September 7, 2015Customize footer: View menu/Header and Footer

18. Implementation Task Force Committee Barry Walsh, OVPIT, Chair Jim Kennedy, Student Enrollment Services (SES), Chair Frank Acito, IUB school representative Victor Borden, Institutional Reporting Beth Cate, Legal Council Stephen Hundley, IUPUI school representative Valerie Peña, Public Affairs and Government Relations (PAGR) Jim Perin, IU Foundation Becky Porter, IUPUI, Student Enrollment Services Sonya Stephens, IUB Jack Tharp, regional campus representative Pete Yoder, Alumni Association Sara Chambers, LC Project Director, Ex-Officio Merri Beth Lavagnino, OVPIT Policy Office, Ex-Officio Duane Schau, UITS Support, Ex-Officio September 7, 2015Customize footer: View menu/Header and Footer

19. Project Team Members September 7, 2015Customize footer: View menu/Header and Footer Campus Management UITSAdvancement University Administration SES, Ugrad/Grad Schools Professional Schools Project ManagersKeith Costello Sara Chambers (Dir.), Dave Strus (PM) Don Grinstead Valerie Peña, Greg Polit, Kelly Kish Laurie SullivanJared Beard System ManagersAmit MishraDave Strus Raj Adhikari, Rebecca Batman, Brandon O'Leary, Sherri Knieriem Greg Polit, Momi Ford Todd Neal, Tony Emmons Jared Beard Local Implementation Team Coordinators LIT coordinators in each department work with System Managers.

20. Release 1.0: August 2010 IUPUI Undergraduate Admissions Conversion from Talisma 8.0 to 8.5 Kelley Undergraduate Programs September 7, 2015Customize footer: View menu/Header and Footer

21. Departmental CRM to Enterprise CRM Talisma 8.5: Higher Education Foundation (HE Pack) September 7, 2015Customize footer: View menu/Header and Footer

22. Contacts and Leads September 7, 2015Customize footer: View menu/Header and Footer Contact: Person One record per individual Lead: Relationship with a department More than one per individual

23. Contacts and Leads September 7, 2015Customize footer: View menu/Header and Footer Contact Lead

24. Production Launch September 7, 2015Customize footer: View menu/Header and Footer 1.Migrate Data 8.0 to 8.5 2.Test and Verify Data 3.Turn on SIS data feed 4.Test and Verify Data 5.Turn on Incoming/Outgoing Email Capability 6.Launch first communication campaign

25. Lessons Learned September 7, 2015Customize footer: View menu/Header and Footer

26. Future Scope Continued roll-out for admissions Continued roll-out of departmental recruiting Alumni Members of the media Legislators Faculty and employees September 7, 2015Customize footer: View menu/Header and Footer

27. Lifetime Communications Project Team Enterprise CRM Jared Beard - David Strus