CRM Demonstration

Agenda Introductions What is CRM? Why do we need a CRM? Prospecting & Recruiting Events Contacts & HEDA Marketing Cloud Social Studio Future Work Q & A

CRM Team Dave Gruber & Dr. Tammy Aagard – Executive Sponsors Jim Freymann & Owen Callahan – COMPASS PMO Mike Miller & Jeff Rivell – COMPASS Admissions Team CRM Brian Karcinski Chris Stetter Jay Schnedl Juan Yip Luis Andino Mark Purick William Steele - Salesforce Integrations FJ Kutch Haiquan Dai James Martinez Nicole Jeffers Admissions Dacia Bowra Morgan Vollrath Rick Bryant Sandy Hayden Shannon Murphy Suzie Burns Engineering Julissa Nunez Mike Nazareth

What is CRM? Constituent Relationship Management Software application used to automate and manage data and communications with prospective/current students, staff, alumni, and other identified constituents. All relevant constituent information across different channels are compiled into a single system to enable easier information access and deliver personalized messages to constituents in a timely manner. 360 Degree View of Constituents

What is CRM?

Why do we need a CRM System? Percentage Improvements Reported by Salesforce.org Customers + 34% Constituent Engagement + 63% Data Quality Faster Case Resolution + 31% Staff Productivity + 27% Prospect Conversion + 30% Data Quality + 63% Constituent Engagement Faster Case Resolution Prospect Conversion Staff Productivity + 34% + 31% + 30% + 27%

Recruitment and Admissions Persistence and Graduation CRM Recruitment and Admissions Persistence and Graduation Alumni and Donor Relations Engagement

How does Prospecting in CRM Work? Prospects CompletingRFIs Recruiters Meeting Prospects UF Staff Prospect Lists

Goals of Prospecting in CRM Develop and track results of targeted and personalized, multi-channel communications to prospective students Present a consistent public face to prospects Detailed reporting and customizable dashboards that track performance and drive results Improve efficiency and track ROI on recruiting events and travel

Prospecting and Events Demo

What is HEDA? Higher Education Data Architecture Standard model: B2B focus Account centric 1:n Account:Contact 1 address per account Contacts related to accounts - not each other HEDA: B2C Contact centric Account is secondary or organization m:n Account:Contact Multiple addresses for contact Relationships between contacts

What’s In and What’s Out HEDA is focused on Core and Common relationship data across the student lifecycle Included HEDA includes objects and functionality designed to represent the totality of a student’s relationship to the university, from relationships with individuals to affiliations with departments and student groups to connections with academic programs of study and courses. This includes: Contact to Contact relationship management Multiple Primary Account affiliations Address and communication preference management Courses, Terms, and Academic Programs Managed Trigger Integration HEDAF REST and Global Methods API Not Included HEDA does not include functionality that is transactional in nature or data that is specific to a Higher Ed vertical. This includes but is not limited to: Admissions Business Processes Prospect Management Student Group Management Advising Learning Management Fundraising Athletics Housing Facilities Events Appointments Financial Aid Management Enterprise Document Management

HEDA Account Model

HEDA Logical Data Model

Introducing Alee Gator…

Alee Gator and her Family

About UF…

Alee at UF…

HEDA Demo

CRM Communications Marketing Cloud Create Detailed Email Templates Link Templates to Data Reports out of Salesforce Spreadsheets Can Send Emails Manually Triggered Immediate Through Automation (Scheduled) Analytics Details

Marketing Cloud Demo

CRM Social Networking Social Studio Licensed for 3 Platforms Facebook Twitter Instagram Create Detailed Listeners for all Platforms Reply Directly to Posts View Analytics Future: Can route social posts to CRM Contacts

Social Studio Demo

The Future of CRM Prospecting & Recruiting to All Departments Application Processing Case Management Petitions/Workflows One Stop Notifications & Communications Replacing Listserves Directed/Secure Communications Student Features Advising Student Engagement Student Retention Alumni/Life Long Learners

Questions?