A flexible platform for varying use cases
A single system for IU's CRM data
A culture of noting and sharing CRM data
IU CRM is powered by Salesforce.org, through an Enterprise License Agreement (ELA) at the institutional level. Salesforce designed the products that maintain CRM data including university contacts, their relationships with IU, and the interactions between any part of IU and constituents.
The IU CRM platform is made up of two components: Salesforce CRM (formerly "Service Cloud") and Marketing Cloud.
The Salesforce CRM component has features to facilitate and manage constituent engagements and data. Marketing Cloud is the mass digital communications component, used by over 200 IU communications shops across the state.
Together, this flexible platform already has several active software configurations and new integrations and features that can be implemented by the IU CRM Initiative.
IU CRM is more than a software platform. It's also a single, secure system for constituent information that IU builds.
Having one source for CRM data eliminates redundancies from disjointed systems (a.k.a. data silos) and duplicative staff efforts to note constituent needs.
Integrating data from units across IU improves the quality of CRM information. Each constituent, after all, is a complex person or group with many different relationships to different parts of the university. And with better data come better interactions.
Looking further down the road, it’s also an essential foundation for innovation—to build the kind of responsive 21st century systems and services constituents increasingly expect—without which IU cannot remain competitive.
IU CRM, the system, is also the support, governance structures, processes, and policies that keep data functional, secure, and free from misuse. And that includes IU CRM Initiative, the team that will guide you to adopting IU CRM and finding the right solutions for your needs.
Start by sending us an adoption inquiry.
IU CRM is also a culture of attentive sharing, both at the individual and organizational level. It's being aware of your constituents' needs and interactions, noting them, and sharing that understanding at an institutional level.
Ultimately, it's about building an ability for IU staff to communicate meaningfully with individuals and large audiences.
Relationship and personalization have always been key to positive experiences for students, and IU's constituents in general. IU CRM is a new way to spread that positive capacity across old boundaries, so that every part of the university can speak as one IU.