Dreamforce 2016 HEd Session Integrating Business Processes in the Student Community
1. Mark Kaech
Assistant Director of Business Services
mkaech@asu.edu
markkaech
Arizona State University
Global Launch
Integrating Business Processes within the Student Community
Elyse King
Enterprise Application Business Analyst
ecking@asu.edu
elyseking
#DF16HED
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3. Introduction
Mark Kaech
Assistant Director of Business Services
Salesforce.com Certified Administrator, business analyst,
and project manager with more than a decade of
experience in the non-profit and higher-ed sectors. I am
passionate about improving processes and equipping
people with the tools necessary to do their jobs effectively
and efficiently. Organizing chaos is what energizes me.
4. Introduction
Elyse King
Enterprise Application Business Analyst
Responsible for creating and streamlining processes,
data analysis, and managing development on the
Salesforce.com Platform. Additionally, I have extensive
experience in working with Oracle business intelligence
systems and working with mass data sets from multiple
systems. In conjunction with my work at Global Launch, I
have consulted with many diverse non-profits
implementing and supporting organizations on the
Salesforce.com Platform.
5. Today’s
Agenda
Salesforce Beginnings
Integration of Business Processes into the
Community
From Dream to Implementation
Current Community processes (ft.
Events)
Outcomes from using the Community
Cloud
Future Thinking
Takaways
Questions
6. our
partners
•Salesforce Silver Consulting Partner since 2009 (8 years)
•Salesforce.org Register Partner
•Providing comprehensive services for Salesforce® and the
Salesforce App Cloud™
• System implementation, integration & training
• Success and user adoption advocacy
• Data “therapy”
• Application development
• Pardot, Work.com implementation services
• Outsourced system administration
•akaCRM is a Salesforce customer also (Sales Cloud, Pardot,
Data.com, Work.com)
•Clients in 45 states of the United States
•Certified consultant team located nationwide
Introduction
8. Global Launch Platform
ASU’s platform for training international students and professionals--preparing
them to thrive in the global environment.
Language
Training for
International
Students
Academic
Preparation
Services
Capacity
Building
Programs
Digital Services
and Products
9. • Paper files and disparate excel spreadsheets
• Implement with standard objects in 2012
• Started with 20 staff users 120 active users
• All areas of the department utilize Salesforce
Salesforce Beginnings
just 4
years
ago
10.
11. where do
we go
from
here?
•How do we leverage data to better serve students?
•What would it look like for the student to interact
with their data?
•Data is not powerful unless it is displayed to the
customer.
•Decision in 2014 was to move toward the
Community Cloud.
Salesforce Beginnings
13. Dreaming to Implementation
Several meetings with groups across the organization
Questions for your stakeholders:
What is the dream?
What services would you like to provide for the student?
Questions for leadership:
What does success look like after implementation?
Discuss importance of a roll out plan
Initial steps
what is
the
dream?
14. Dreaming to Implementation
Document your requirements from your
discovery
Listen actively to your end users
Observe how your staff execute processes,
communicate, and use the system
Initial steps
observe
15. Student Success Better Customer Service
Increase Effective
Communication
Dreaming to Implementation
Initial steps: Define what is important
Collaboration across teams is key
Agile: Wait until the last responsible moment to make a
decision
18. About 5,000 logins each month with 100% of students logging into the Community
Our Community class registration saved students and staff time! Students went from a 3 hour in-
person process to a 3 minute online process.
Registration on site cost approx. $9k; online cost $300. Saving $8,700 every 8 weeks.
Decreased staff and student worker involvement. 40+ team members to 4 people.
65% of those that register attend our major events.
Real-time access to reports of students at events and where students are at in various registration
processes.
Outcomes
19. New Student Registration
Attendance Tracking for Teachers
Gamify Program Progress
Applicant Access to Community
Partner Community
Future Thinking
21. Key Takeaways
Step 1 Step 2 Step 3 Step 4
Create goals with your
leadership team;
Heavily involve your
staff upfront. Outline,
document, record.
Observe. Dream big.
Map future-state,
develop your priorities
and phases.
Develop iteratively to
minimize risk, allow for
greatest flexibility, and
ensure that all
perspectives are being
captured.
Collaborate with your
developers, admins,
BAs, staff, stakeholders.
and develop a process
for gathering feedback
from your users.
