1. CRM Demonstration

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

3. 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

4. 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

5. What is CRM?

6. 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%

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

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

9. 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

10. Prospecting and Events Demo

11. 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

12. 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

13. HEDA Account Model

14. HEDA Logical Data Model

15. Introducing Alee Gator…

16. Alee Gator and her Family

17. About UF…

18. Alee at UF…

19. HEDA Demo

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

21. Marketing Cloud Demo

22. 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

23. Social Studio Demo

24. 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

25. Questions?