/Salesforce.comFoundation

@SFDCFoundation

Delivering Exceptional Student Service

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

 

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

 

Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Enterprise Cloud Computing Market Share

#1World’s Most Innovative Company2011, 2012, 2013

#1

Market Leader:Enterprise, MidMarket, SMB & Sales Force Automation

#1

#1 in Enterprise Cloud Computing & CRM

1%

Time Equity Product

588,000+Hours

Service

$55M+Grants

20,500+Non-profit

Organizations

1/1/1 Model

Adopted by

Become a Connected Campus:Put Your Students at the Center

Real-Time Data

Mobile Social

360° student view

Communicate more effectively

Recruit the right students

Ensure student success

Raisemore funds

Featured Presenters

Nicole BrandenburgAssociate Director, CRMWayne State University

Ann ElinskiAssistant Director

Wayne State University

Adam LincolnDeveloper

Wayne State University

Join Us at the Higher Education Summit

• 23 higher education sessions• 45+ speakers• Dr Mark Milliron and Eric Stoller as keynotes• Loads of networking opportunities

http://www.salesforcefoundation.org/events/higher-education-summit-2014/

June 5-6, 2014 in Tempe, AZ

Delivering Exceptional Student Service

Presented byNicole Brandenburg, Associate Director of CRM

Ann Elinski, Assistant Director of SSCAdam Lincoln, Lead Systems Integrator

Wayne State University

Nicole Brandenburg

Associate Director of CRMnicole.brandenburg@wayne.edu

Agenda

• About Us• How we got to Salesforce• How it works• Q&A

About Wayne State University

Combines the academic excellence of a major research university with the practical experiences of an institution whose history, location and diversity make it a microcosm of the world students will enter when they graduate.

• 30,000 students: 2/3 undergraduate and 1/3 graduate• 400+ undergraduate, grad. and professional programs• Central undergraduate admissions and student service• Decentralized graduate admissions• Banner (Ellucian) ERP

Student Service Center

Why create a one-stop?• Fall 2010 student survey results

• Desire to bring financial aid phone service in-house

• Consolidate customer service across enrollment management departments

Vision for SSC:• Create a central location for problem-solving,

dispersing information, and document intake

• Collect and analyze data to identify issues that impede student success – policies, procedures, forms

• Collaborate with other departments to re-engineer processes

How did we create SSC?• Visited other one-stops

• Research, research, research...

• Identified the departments to be represented

• Determined what services would be offered

• Responsibility matrix

Why We Chose Salesforce

• Salesforce Foundation – 10 free licenses

• Base system easily configured

• Vast add-on product ecosystem

• Robust APIs

• Tools for continual improvement

• Ability to track communications and interactions

• Creation of the Student Service Center, WSU’s one-stop for student services

• System to accommodate the service needs for the new one-stop service center• Integrate specific Banner information with the new

Salesforce system

• Efficient way to record interactions with students/customers

• Ability to monitor trends and efficiencies of the SSC

• Track communication campaigns to show comprehensive view and effectiveness

• Reporting and Dashboards for units and executive management

Assessed Initial Needs

Ann Elinski

Assistant Director, Student Service Centerann.elinski@wayne.edu

How we use Salesforce

• Contact database for prospects, applicants and students

• Document interactions with our contacts

• Track contact reasons

• Record and monitor campaigns to track effectiveness

• Timekeeping

• Chatter

• Customer service surveys

• Calendars

• Dashboards

• Reports - performance measures, accountability

• Professional development

Student Service Center

Front Counter

Student Service Center

Call Center

SSC Feedback Loop

Email follow up

Data on cases delivered to partner offices

Outbound call campaigns

developed from case trends

Customer service survey

Survey feedback used assess performance

Initial Student Contact

-Weekly Training-Assess learning through Salesforce Survey modules

Initial Student Contact

• Phone calls are done through an ACD phone system; manual case creation

• Email-to-Case for allSSC email addresses

• Front counter sign in

• All Cases:• Office, reasons and topics

assigned• A brief summary of the

conversation is added to the case

Create a case from an incoming call

Live Demo

Email Follow-Up on Cases

• Email templates have been set up so staff can email information instead of waiting for students to write down instructions• This decreases service times by quickly dispersing

information• Increases first call resolution

• Templates are customizable so Specialists can add a personal touch, or answer additional questions

Reporting to Partner Offices

• Month End Reports show changes in case reason and contact volume • Allows partner

offices to see if proactive strategies are having an affect on case volumes

• Total cases since SSC opened 10/3/11 – 3/31/14: 340,173

Case Data: Partner Offices and Staff Motivation

Outbound Call Data

Campaigns Developed from Data

Outbound call campaigns were developed from case trends:• Prospects with an incomplete admission application• Congratulate to our admitted students• Register students for on campus events and orientation• Proactively ask if our new students have questions or

need assistance• Contact students who register then drop all of their

courses• Assist students in turning in financial aid documents

Live Demo

Call flow from a user’s perspective – Register & Drop

• Customer Service Survey to deliver feedback on every case

Tools used to facilitate proactive service and feedback

• Staff knowledge assessment through Salesforce survey tool

Tools used to facilitate training and development of staff

Adam Lincoln

Lead Systems Integrator, Computing & Information Technologyadam.lincoln@wayne.edu

Our approach:• Balance

Salesforce data needs

• Keep SIS processes inside SIS

• Find/prevent duplicates at data entry point

Integration Philosophy

Interface with other systems (e.g., Clean Address);do more advanced prep logic; submit to Bulk API

For each record: new? match? unsure?

If unsure, suspend and present to a person for review

Very few dupes in org data!

Prep data inside RDBMS(probably optional)

ERP Integration with Salesforce

Visitors follow a simple Flow to "sign in"

• Case created, using internal unique ID if provided to link to Contact record

• Alternatively, collects generic information for purposes of linking to Contact

Integration hook provided with Apex exposed as a REST resource

Walk in Controller Integration

• Documented and standardized training and assessment • Improvements in financial aid processes

• In the middle of re-engineering back office processes to be visible to students

• Implementation of outbound call center• Campaigns to improve retention and graduation rates

• Focused communications• Continually investigating new ways to support

recruitment engagements for new prospects• Live chat

Results!

• Changing divisional processes is stressful and involves hard work and dedication to the end goal of exceptional customer service

• Each office involved needs to be willing to take a fresh look at "how things have always been done"

• Partner offices need to ask questions and become curious about their data trends

• Individuals need to commit to reviewing the data in a continuous improvement process mentality

• Requires a change in mindset from reactive service to proactive service

• The payoff is increased student satisfaction with a goal to higher retention rates (ROI)

Change is Hard Work

Implementation Best Practices

For a Successful Implementation• Have an executive sponsor who is active and committed• Work with energetic partners who aren’t afraid of change• Have a big vision but phase in your implementation• Focus on continual improvement• Have smart people on staff• Define and test the ability to integrate with your ERP and

any other external systems required• Don’t be afraid of the cloud!

Contact UsNicole Brandenburg

nicole.brandenburg@wayne.edu

@NBburgWSU

Adam Lincoln

adam.lincoln@wayne.edu

@adamjlincoln

Ann Elinski

ann.elinski@wayne.edu

@aelinski

Thank you!