Description of the video:
>> Good afternoon everybody and welcome back to your series here and. I'm so in the first session we did we kind of have heard what is being this and a little bit about this tree up is. This one we really want to focus in on the different what we call wars of the doctrine or areas of what line of business university is actually leveraging our current I use your implant day and for each one of them what's in it it from a high level features and how they're utilizing those types so we'll get a little bit deeper into the starting out with a little background.
It's pretty important understand how these will fall so if you can backtrack about three and a half years in sales force really that new and I you other than a handful of disparate builds character in there we definitely saw the potential of having sales force be the enterprise C.R.M. at some point but we didn't nearly know where to start so fortunately for us we did end up having a number of groups come together their funding aligned their business and say we want this to our projects so some of these.
Will get into here in a second are things like teach our communications Mr fruiting but part of what you were asked this is executing an enterprise build and vision without having an enterprise directive or strategy which when Austin was much harder than it actually Sam's. One of the guiding principles we adopted very early on is that for every solution to the Lipper it had to make sure it was designed to be extensible and crossed leveraged immediately or at least have the potential to be that way someday with very little overhead so the scale was really the important aspect here in general a lot of Syrians on the market they are not really built for scale and when you come to higher ed everything is about scale and the economy how can you have as much value out of this product you can.
So looking at the different pillars of the already mentions. Starting out with communications that went on for about four months until we launched about three years ago this past March media after that rolled into the admissions undergrad space and then towards the end of the admissions we're getting A's we actually ended up tackling I use a chart.
So for each one of us you can see here kind of or objective buzz but we can get into a little more detail in the second. We do enjoy putting this plugin off. We're getting a lot of Inquiry on the way adopts How do I fit in how can I use it how can I get some value so as we've mentioned previously Syria and I you don't you do you on that website we have Dr inquiry go there anytime that you want to see if there is way you can leverage this as part of the process we're going to have some to come out of a conversation doing assessments in some cases you find that you actually fit into a perfect bill or in other cases you may need to spin up a new one and if there's enough value in spinning it nucular and we're going to this little more later as well our executive leadership may say approves the top into our strategic growth.
But by all means go out there and fill out that form it's very brief and submitted in and somebody will be in touch with you very shortly it's now let's get into the pillars of the first one is communications so as I said before about five years ago or so I you communications one it's replacing all the antiquated system they had called what humans and this was a very standard e-mail distributions.
So after a little bit of time going through that are if we ended up partnering with them and we turn this into a dual objective number one how do we replace mass e-mail keep deliveries at scale but then also how do we do a foundational C.R. and Bill in the C.R. and being where we track people their relationships University and our interactions with them as we really need to have proof positive that this product sales force could actually fit the bill of something of our magnitude.
So at this point in time now that we can fast forward about three and a half years you've got two hundred ten plus business units each business unit represents a department Institute's Center in your words using the i use your in platform specifically Marketing Cloud for Masti Mills process online campaigns.
The other thing is that these are all very very scalable and flex so there's no way you can have two hundred ten different groups using one single product unless it is flexible that was one of the things that we definitely want to focus on any time that we deploy part of our this this platform.
And we start looking at the audience and really comes down to Do you want to send you mass e-mails if so this is the place for you. So what's included in that particular adoption first one very very sophisticated emails when it comes to the design of the marking cloud formally known as Exact Target is one of the most sophisticated marketing utilities in the market right now the you can do it and is definitely one of the top three or four competitors out there.
You can manage your distribution list so everybody maintains their own targets this is for both internal He and external populations and that's important so I think there's been some confusion out there this is not just for identifying in target students or prospects or employees This literally is for anybody who is a constituent university they will be reported in the C R M And you can send a.
Subscription management anybody who does email in mass should be familiar with and ambles if you're not I highly recommend you get in contact I EUCOM there are very important and there are legal requirements when you are sending market based materials out you must have the ability for people to opt out the other thing is a lot of times you don't want to carpet bomb the entire universe so having way people opt in as well practically is very important so with the communications solution you can do both and those list can be done at literally the top level the unit level and in some cases locally across the university or that opt out keep ability hopefully everybody has gained an increased awareness appreciation of the dreaded fish so as part of that we do have the ability to do digital signatures on all mass sends you can have multiple digital certificates to maintain on which distributions you use them for and Mark in quotes and do you have a dedicated IP address that his white listed at the I you exchange or if you send something to anybody internal IT WILL get through without going through any type of preventative screen and as I mentioned before you got a foundational data model with every single deployment area of adoption to work reporting analytics for a very important aspect as well so depending on what's happening and let's repeat for there is something in here that can achieve the of this and analytics success analytics liberates open rates everything it's so following the communications project we had a number of groups which included U.S.S.S. representing regional campuses I U P Y of missions and The Office Online education they all team together and said we really need a world bus admissions for creating solutions so they also pooled their resources together to fund a very very watered scoped emissions project Now this was still in foundational phase one project but it had a lot of good stuff cooked into place so these are the best there really are Peabody the French three which would include any of the central offices across the regionals right U.I. all of online education and even departmental recruiters that are working in collaboration falls.
So unlike the very kind of foundational and minimal employee and roles to data we did for the communications project admissions has a very robust there's four to five hundred data fields for representing will be tracked as part of a recruiting funnel or any of that against three data that's important to make sure you can target segment cohort to personalized and if you're going to realize that you need creating efforts it's we did do a incredibly robust one on one interaction management So this has become probably the most utilized feature if you happen to plan.
And it's using something called Sales Force Base It's the sales force cases somebody can contact us it will open up a case and you can record the back and forth conversation via phone e-mail in person doesn't matter but that will all get logged as long as people log it into a single case based off of a topic to the point you close to that could be anything from a recruiting luncheon you have a high school open house and down to e-mail from parents asking questions about tuition or house anything that is that one on one type of interaction or conversation can be recorded in time back to the person so that's very very powerful and it's in its capability another key ingredients the admissions the space and then managed now with event management it's important to know this is not it's full of that parents which means it does not ordinary and it's does not schedule then it's with this really is a way for people to track and currents as an artist ation on those events along it's a definition about purpose it's so we actually designed our own locals for this instead of going with the vendor product like we want them out because now the end of products really net earnings so as part of that we do have a pretty robust methods form builder allows people to build registration forms for each individual event terms of attendance falls so you can put it on an i Pad and have a student worker actually take attendance or abuse it's.
The events themselves can be a single occurrence they can be recurring in a series so if you want to have orientation every Monday night twelve weeks you can handle that and have them all kind of combined together in one area and we can do what we call some events or sessions so if you had various sessions throughout a dataset make a register for those are included as well and then of course all of the good juicy communications along with this confirmation of registration reminders to you one week to day or her ever being present is that you must do or interim and then follow ups that are automated based on whether or not so the answer and it didn't show.
When formed over utility was something I already mentioned this is where we can do a better trace reports for attendance also in each type of weather inquiry I would like more information about program that's all that will go in automatically get coordinate automatically create the Monsieur Monin next into an existing and allow people to engage them very very expertly.
We do also have something that does generate documents which is a print solution this is a perfect Congo and this allows you to do things such as acceptance the reminders that certain Assayas checklists are. Sometimes rejection letters a wait list pretty much any type of document that you want to do hard copy for an individual leveraging the data can be done through its utility even found a way to knit it into complex communications as a multichannel If ability as well.
The expense of automated trip communications this is the crown jewel so we have a product called Journey in marketing plan that lets you do extremely complex workflows where you can have people automatically inject into a communication stream of them branch based off of various aspects for X. it's if they click on a particular link then empathic if they didn't go down at B.
and then be reevaluated at each step and object if they no longer meet the minimum price to remain on that apps so this is highly leveraged by admissions pretty right now and you are looking at ways of extending now asked the space. Again going back to fourteen analytics you do have that natively than sales force we can pull in the sales force data generating reports and then you can even leverage something called dashboards which is really a graphical representation of a report into your home page on a trip things on a day to day basis real time so along with the admissions we creating you may have heard me mention in stress that was for undergraduates Now the reason I did that is because it was for undergraduate that we actually get sponsors funding to develop a project and up to this point and even moving forward most of the projects are going to be sponsored from a consultant perspective so most of our projects we do need a degree of consulting on a really rare occasion they need additional product.
Previously it was all funded by that or so since we did not have a graduate sponsor we did not have a graduate project however we saw a lot of value in what we're doing for undergrads we wanted to provide something at least to get Brad started if they chose so we took a subset of more of the low touch aren't very high touch low volume that graduate recruiting tends to do functionally that aligns with their particular recruiting strategies came up with a package based off of what we did for undergraduate and made it available now we did not market this he did not communicate this out it was those who came to us we offer up as an option and based on that option we've got about ten different programs and schools have currently adopted about another twelve in the pipeline waiting to adopt so that that's pretty pretty nice to have that capability to offer up this well so within this I had mentioned more of that low volume high touch do offer up a web concrete form for each of the grant programs be able to cohort based on the term or interest you can handle that one on one in your press interaction management or those more I touch recruiting activities I need to make a call outs of this person and you to follow that one and then of course all the reporting analytics that wall but as you can see it's a very targeted subset of the available options melody.
The final one is the university human resources so I U H R is part of the twenty twenty objective as done a complete and total reward of their their control organisation where there used to be a separate organization campus they want to form one bell organization that can handle services across all kinds this will streamline and improve process all around the long way services but they need to have some sort of service management system or solution so towards the end of the admissions project H.R. can just again the funding and we did and initial phase one employee services project or H.R. this leverage is mostly the.
Employee data model that we currently have in place which allows you to identify areas location position on those lines and then the meat and potatoes of that is that S.F. tastes so as anybody submit something to ask a chart it will automatically go into a sales force case and let me know this is the same sales force cases that it missions use this is not a separate instance this is not a separate future everybody is in the same one however we are able to completely segregate them so from an end user you think you're in there by yourself none of the data processor.
But all submission of employees services to ask H.R. come in here create a case goes to their central employee service center they treat out to a center of expertise where then such as employee benefits can address that and close it out once it's been resolved. They also have a new new item that did not offer a previous The cut consuls know what consuls is is a service agent of the world and C.R.M. This is how in one screen we can pull in cases information about people anything else that might be important to a single screen so you don't have to navigate out and can actually address the service requests in one small location and that's been pretty beneficial to their process.
So for the demo parts come to on look ups your M let's you come directly to sales and let me go over to our sandbox environments where we do not have liked it. And this will just give you an idea of the bastes. Now one thing to note on this is that I have logged in as myself and therefore it's from my peers it is basically all views are if you were to look at this through the eyes of an emissions user you're going to have accessed data if it's from the H.R. user they'd be more on charts for communications use or new conditions so there is a little bit to learn by.
The to give you a basic idea of how this all fits together on the full text record a kind of illustrates some of these. So as you can see I've pulled up the record it's now this is his contact person on this particular record there is no information about the individual ships that first.
Reason is because when you get a person purse but we can hold on multiple relationships that person by adding in additional records such as employments or and while it's opportunities represents recruiting firms. Each one of these we could have a term of in won't earn institution or campus we can have a term of the point based off of that I have a job two years ago and have a new job now as you see I've only had one job and I've been enrolled one semester I haven't gotten very far.
But with the recruiting aspect you can have multiple funnels for months in time so when we look at something like a recruiting funnel that could mean I am a prospect at Southeast campus at the same time I am an up and I You Q white it's how do we have both of those going on for that person it's where we handle that is that there are actually two separate words for the I you campus right do I campus engages their record southeast campus get is there are both processes running in parallel but still attached the same first along that you can see all the additional more robust S.Y.S. student related admissions to that we have associated.
In terms of cases. All cases related to Kris Tompkins are going to be labeled and reported on him and as you can see by looking at this particular case we have various aspects based off of this topic and its insistence my application of what was the activity history what conversations took place with emails transpire.
You can go ahead and schedule tasks as open as if it's a science myself others in my group that will give you a pop up window or do. All of digging it back and forth it's actually done up sales but it seems that way it's all tracked in chronologically to here on the same.
Internal comments and then of course history tracks this decision what group was assigned to who was slain When was it open when was it closed when was it real all of these things were tracked in history and all of this did it before from a campaign perspective. And are used for multiple things first one is fourteen or so what if there is information that you want to use to report or to some of the context sales force that is not actually modeled as part of C.R.M. It can be done by creating this gem and.
All of those people get added on top the list and you maintain your lists at your leisure. Communications and things work in the same fashion I want to target population for this. I want to be able to do it call campaign for this great able to add to that order has happened based off their numbers that last one on the pic on spea here because I just are not.
Allows you to track all the information about it. In the day time it starts and finishes. A registration in the. Participation past so if you only had one hundred shares in your venue it will actually automatically add up all the attendees who have registered a while any of your guests all the way down to the point where you have zero capacity in which case those frustrations that way you don't overbook your events.
And then all of the people are long and registered who are participants along with status registered canst And so the communications are done and Mark in class the web forms are built and schools and we all work in conjunction with these particular records provided and the best solution.
The final thing I'll show you very quickly in the can affect the slide deck if I can. Is the reporting capabilities sales force reports it is actually very well bust and also very useful friend so coming in here you can actually create reports every user can based off of any data they have access to within the city.
So an example would be it for one six eight term freshman class now this is a pretty big ones it's been thinking a lot but this particular user built a filter using the skills first computer bill of. Well you can drag and drop any criteria you want and then doesn't have the values he wants.
That will build out what data is looked at brought back this particular report and then blow your event actually customized what data comes out as well again just for the drag and drop the fields on those particular records from here all accessible to use within the report you do you can run the report export it you can run it another day.
But this is a very very and teacher in all your thoughts he blames everybody just current needs. So now that you've got a better idea what is available out there and if it's available to right now. What's next Don't care of this a little bit in the first presentation so there are a couple of new pillars that are being investigated right now the first one or relations and when you talk about or relations that's more outside and keep based but as a university deal with a lot of different external organisations and the people of those forms it's we want to know what those interactions are only ships you have with them who are doing that we need to improve the engagements and the experience the corporations have.
Mislaid over to the president's office filled so President Praveen has his own set of contacts the presidents loss their own set of interactions their own sort of personal information about those people we need a place to be able to house that as well along with the rest of the city are in a very nice supported restricted way.
There is a way to make it all co-exist in one spot so that's another area that we're looking to fill that. The course you're on package is one that is a little bit near and dear to me and it's based over all of those inquiries we've been receiving since he went live as a presidential initiative and after reviewing a lot of them we've had over almost sixteen.
At this point we started noticing some very specific acts the patterns were regardless of where you're at with firmness of the type of material you're looking to use for people you're looking to gauge everybody is wanting a lot of the same thing and that is I want to be able to track my people I interact with on a truck essentially an outside organization they're associated to on a truck or conversations I want to be able to report off those to meet cohorts and on occasion I want to be able to engage them in their hands well from there we've decided that is a C.R. And so we're currently working on A C R M or package that is agnostic to the particular department or area of business that will still satisfy ninety percent of those course here and it's that way people don't have to wait in a new pillar it will actually be a pillar in itself.
And then another area under conversation right now is a full blown phase one gradual uprooting there still is a lot of ways to go on there especially with business for the Lyman's ever looking to do a similar project undergraduate to something there's definitely of interest from the university right so at this point people will have a lot of questions Who am I what can I use how do I adopt Hey can I create something brand new.
Absolutely However we do need to follow our governance process starting with that new doctoring. With those forms like I mentioned before we are packaging areas that have a lot of value to a lot of people as a potential need to learn those come in and go up our governance chain to our executive leadership who is our C.E.O. Brad Miller our C.F.O. John signaling if they approve we'll look to spin that up as a new player adoption to put it in our strategic approach.
And just because you didn't hear it the first twelve times a said serum got I mean you knew a doctoring we submit the more that we get of those missions the more we can see where the need is so even if you think and they won't do it I'm too fringe anything else and tween you submit that because we do have a lot of very similar use cases and the more like Use Cases of the good and more likely bills in a new area and that's pretty much all I have and hopefully I stayed under.
You have a unit in a university that is using sales force currently in its own sticks and there is no such. Not no such unit there is no such animal tests since Phil says it's. Simple fact is right now where you and steve five percent futures for the event will be just products.
And products we have not bought. Its fullest sense. Will be OK I'm in every frame the question is do you have leaving that it is using all the. People that are available and the do you have units that are using all of the available so. Those are predominantly the I U P Y office of the nations and the US S.
shared service in or or the regional campuses for purposes of missions that is overflowing data that's one journey builder that's at management forms that Sprint's all with all the elements they are eleven through. And another requests so you. Can if they're using the undergrad recruitment he's already. For whatever reason I was thinking that undergrad was not using sales force yet but only graduated you know all undergraduate cream as none still forceful last year excluding the two games.
Well off but in one more plug for the new Dr in serum do you if you believe does have questions on what's currently available or what is in the future please let me know feel free to contact us at any time. I.