Salesforce Presentation For UMass IT Conference

OUR JOURNEY & UMass IT ConferencJune 7, 2017 Learning withOUR JOURNEYPurpose and Umass Lowell logo&UMass IT ConferenceJune 7, 2017Learning with Purpose

CIOvisionforforSalesforceCIO visionSalesforce CustomerRelationshipManagementManagement (CRM)CustomerRelatlonshlp(CRM) is a strategyfor improving– Business strategy for improvingvalue toconstituentsSolutionvalueto constituents– Solutioninteractionsfor managinginteractionsfor managing(prospects,(prospects, students, alumni, parents,students,alumni, parents, faculty/staff,faculty/staff, and corporations)and corporations) CRM can CRM canenable enableConstituentsto interact with– Constituents to interact with UMassUMassLowell as a single entity andLowell as a single entity and notnot numerousnumerousdiscretediscrete departmentsdepartmentsA 360degreeviewstudent SingleA –360degreeviewof ofstudentSalesforceInstance managed by Single Salesforce Instance managed byIT inITpartnershipwithbusinessin partnershipwithbusinessofficesofficesLearning with purposeLearning with PurposeBusmess

Learning with Purpose

Our JourneyCustomer Relationship ManagementHospitalityStudentAffairsSolution rporatePartnershipsLearning with ialAid

# Of Salesforce Users to SupportTOTAL USERS300250200150100 100% Growth in last12 months5009/2014Learning with /2017

Getting Started2014Solution Center– Contacts– Cases Email Phone Drop-InLearning with PurposeNew IT Skills and Tools– SF Admin 101 (class)– Implementation Partner – ApexIT andworking with them to absorbknowledge.– Writing of Reports and Dashboards– Adding Users

Learning to Support2015Solution Center Improvements––––ConsoleQueue Line ManagementEmail TemplatesCase Management ChangesMarc PellegriniLearning with PurposeNew IT Skills and Tools Salesforce– Profiles and Roles– Sharing Rules– Case Record Types and CaseAssignment Rules– Case Queues and List views– Console Layouts– Sites and Visualforce– Workflow Rules Call Center (Five9) Signed Forms (Docusign)

Learning to Grow and Expand2016Admissions and TargetX Recruitment MarketingNew IT Skills and Tools Salesforce– Flows– Process Flows TargetX SuiteNEW HIRE:Salesforce AdministratorNeha MadhiaLearning with Purpose– Managed Package Objects andFields– Web Forms (Form Assembly)– Email Campaigns (Tx)– De-Duplication (Demand Tools)– Events (Tx)– Text Messaging (SMS Magic)

Learning to Grow and ExpandAlso in 2016Career Services Appointment Scheduling Contact notesNew IT Skills and Tools SalesforceStudent Retention Cases and Surveys Appointments (TimeTrade &Sumo) Surveys (Qualtrics) Data Backup (backupify) Social Studio (radian6)Public Affairs Mobile listeningLearning with Purpose– Process Builder– Salesforce for Outlook

Learning to Support Many2017New in 2017 Hospitality and Events Student Affairs Continuing EducationEvolving Needs Admissions Career Services Solution Center RetentionLearning with PurposeNew IT Skills and Tools Salesforce– Higher Education DataArchitecture (HEDA)– Lightning for Outlook Improved Operations– Sandbox Refresh Process– Modification Dev and Test

Building Our TeamIT Enterprise ApplicationsUML 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 ( )Learning with Purpose

Meet our team IT Enterprise Applications Services: Project Management, SyMeet Our TeamAdministration, Solution Architecture, Data Integration, Security Administration,IT EnterpriseOperations Support, ReportingRichardApplicationsConley – Director DoreenProjectManagement,Solution NehaArchitecture,BrayServices:– Sr. ProjectManagerDan SystemBedardAdministration,– Project ManagerMadhiaData Integration, Security Administration, Operations Support, Reporting– Salesforce Administrator Julio Hernandez – Salesforce Administrator/ DeveloperPranav– NagrechaRichard ConleyDirector – Analyst / Co-op Marc Pellegrini –Architect/ConsultantVijayan(0.1 FTE Consultant) – TargetX Virtual SystemDoreen Bray – Sr. VinuProjectManagerDanLearningBedard – withManagerProjectAdmin.PurposeNeha Madhia – Salesforce AdministratorJulio Hernandez – Salesforce Administrator / DeveloperPranav Nagrecha – Analyst / Co-opMarc Pellegrini – Architect/ConsultantVinu Vijayan (0.1 FTE Consultant) – TargetX Virtual System Admin.Learning with Purpose

QuestionsOr Contact Later at Richard Conley@uml.edu978‐934‐4794Learning with Purpose

CIO vision for Salesforce Customer Relationship Management (CRM) is a – Businessstrategyfor improving value to constituents – Solutionfor managing interactions (prospects, students, alumni, parents, faculty/staff, and corporations) CRM can enable – Constituents