Salesforce presentation for it summit
- 1. Harvard IT Summit 2014 Not Just for Sales! Relationship Management with Salesforce at Harvard
- 2. Harvard IT Summit 2014 Introductions Kristina Barrett Course Coordinator, Program in General Education, FAS Ethan Kiczek Director, Harvard Web Publishing Annie Rota Associate Director, Academic Technology for FAS Jason Smith Associate Dean of Enrollment & Retention, DCE Conor Waligory Business Analyst, Student Information Systems
- 4. Harvard IT Summit 2014 Student Recruitment & Retention Harvard University Division of Continuing Education (DCE)
- 5. Student Recruitment & Retention - The “Enrollment Funnel”
- 6. Student Recruitment & Retention - W-Curve Students need: ● Support ● Information ○ Timely ○ Unique ○ Specific ○ Behavior-Driven
- 7. ● Harvard University Extension School ● Over 100 years of history ● 600 On-Campus and Online Courses ● Undergraduate and Graduate Degree Programs approx. 14,000 Students ● Professional Certificates ● Health Careers Program ● Harvard University Summer School Program ● Over 300 Courses ● High School Students ● Visiting College Students approx. 6,000 Students ● Harvard College Student ● Adults and Professionals ● Professional Development Program There has to be a better way... Student Recruitment & Retention - DCE Today
- 8. DCE needs to: ● Know our prospective and current student population better ● Align and optimize recruitment efforts ● Build quality, long-lasting relationships ● Cultivate those relationships over time ● Serve our student population better ● Focus on service and success ● Collaborate and innovate The Salesforce CRM platform meets these demands...however, Adult and Continuing Education students are unique. Student Recruitment & Retention - Why Salesforce?
- 9. ● Leverages the significant infrastructure of the worlds leading CRM platform ● Consolidation of DCE operations into one platform ● Management of entire recruitment, enrollment and retention processes ● System access ● Personalized automation ● Flexibility ● Real-time reports and dashboards ● Increased efficiencies ● Customizable and measurable Student Recruitment & Retention - Targeted Approach
- 10. Harvard University Division of Continuing Education plans to use the Salesforce platform and Jenzabar Continuing Education product, Higher Reach to: ● Capture better data for deeper insights ● Measuring and analyzing email and phone campaigns, office visits, problem resolution - using real-time reports ● Track and monitor prospective student interest and applicant/student success ● Create and send personalized communications using automated workflows ● Improve student engagement ● Re-focus on the student experience and just-in-time information ● Effectively and efficiently manage the continuing education student lifecycle ● Increase enrollment Student Recruitment & Retention - Looking Forward
- 11. Harvard IT Summit 2014 Harvard Web Publishing
- 12. Serving Internal Customers - Why does HWP use Salesforce? ● Track the customer lifecycle ● Planning - resource capacity and launch calendar ● KPI measurement ● Helps us learn from experience
- 13. Serving Internal Customers - How do we use Salesforce? ● Accounts with hierarchy ● Contacts ● Training classes and participants ● Website usage and quality
- 14. ● Custom objects, triggers and apex code ● Geckoboard dashboard (http://www.geckoboard.com/) ● Rollup Helper (http://www.passagetechnology.com/) Serving Internal Customers - Customizations and apps
- 15. Harvard IT Summit 2014 Student Information Systems
- 16. SIS Stakeholder Tracking Why we chose to use Salesforce: ● We needed a way to track a large complex program with vast amount of stakeholders ● Large (50+ employees) distributed project team ● Web Publishing was already using it, we saw parallels between our use cases ● CedarCrestone(CCI), our PeopleSoft consulting partners, has Salesforce experts and was ready to help implement our Salesforce instance
- 17. SIS Stakeholder Tracking How we use Salesforce: ● Every team member has a license, different access ● Accounts and Contacts used to track key emails, phone calls, and meetings ● Engagement tracking ○ Academic Advising departmental discovery meetings ○ Executive Committee meetings ● Campaign customization ○ Interactive Design and Prototyping (IDP) ○ Future user experience sessions
- 18. SIS Stakeholder Tracking What we have learned using Salesforce: ● Salesforce instance was fast to configure, easy to use and has proven valuable to the PMO ● Value of Salesforce depends on consistent usage of the product ● Some problems with reporting due to primary contact issue, which is why we had the campaign customization developed ● Outlook to Salesforce plugin automatic sync issue
- 19. SIS Stakeholder Tracking What we plan to do next with Salesforce: ● Strive for consistency in adoption and timeliness of data ● Utilize Salesforce chatter to capture more outcomes from meetings ● Utilize reports/dashboards ● Track student and faculty engagement ● Streamline maintenance of account/contact records
- 20. Harvard IT Summit 2014 Faculty & Course Support
- 22. Faculty & Course Support
- 23. Faculty & Course Support: What have we learned so far?
- 24. Harvard IT Summit 2014 Discussion & Questions
- 25. Thank you! Harvard IT Summit 2014