Presentation from Salesforce.org Higher Ed Summit 2018 by: Diana Gonzalez, CRM. After one year of implementation, Tecnológico de Monterrey has begun the journey to a Connected Campus with Salesforce. Facing challenges such as different enrollment processes, legacy systems architecture, and 30 campuses geographically distributed throughout Mexico, it went Live on August 7, 2017 with a solution for Recruitment. Learn the methodology used to design a robust, standardized process, how specific Salesforce products have brought efficiency to admissions teams, and what is next in our CRM strategy. Watch a recording of this presentation: https://youtu.be/QABjCazyY4g

1. Journey to a Connected Campus
for Tecnológico de Monterrey
Diana González, CRM Project Leader

4. 4 INSTITUTIONS
Tecnológico de Monterrey
TEC DE
MONTERREY
• Founded 74 years ago
• 31 campuses
• 90,000 students
• 10,000 teachers
• 250,000 graduates
TEC MILENIO
• Founded 15 years ago
• 29 campuses
• 56,000 students
• 4,600 teachers
• 81,000 graduates
• The 1st Positive
University in México.
TEC SALUD
• Hospital San José
• Hospital Zambrano
Hellion
• Alliances with 2 mayor
health centers in México
• School of Medicine
Founded in 1978
• Fundación TecSalud
SORTEOS TEC
• Fundraising institution
for research,
infrastructure
scholarship programs,
benefitting more than
50% of our students.
#1 private institution
in México
#5 in Latinamerica
Inclusiveness
Online Distance
Learning
Employability

5. New students every year
20,000

6. Challenges: 31 locations
Different processes
Different promotional materials
Different workforce profile and skills
Obsolete legacy systems
No visibility of the entire enrollment
process
PROCESS REDESIGN
Standard processes
New promotional materials
More professional and better paid
workforce
Salesforce as the enrollment platform.

7. Go LiveBlueprint
Salesforce project milestones
Sprint 1 Sprint 2 Sprint 3

8. Sales console

9. Emailing and Event Management
Event Invitation QR confirmation
Multimedia
Responsive
Automated
Thanks for registering
Feedback

10. Campaign effectiveness

11. August 2017 to date…
40 points of integration with legacy systems
+700 users
+100 Landing pages
+2000 events managed
+30,000 online chats
+8000 automated surveys
+120,000 automated emails
+100,000 prospects

12. From Reactive to Proactive
1
The importance of community
Power Users2
Going mobile
3
What would have we done
differently in the first place?4What have we
learned?

13. Support Dashboard

14. Duplicates Dashboard
0
5000
10000
15000
20000
25000
Duplicates Reduction

15. Power Users

16. Going Mobile

17. What can we
do differently?
-Be as standard as you can
-Prioritize your identity
management process
-Prototype and pilot

18. INSPIRING
TEACHERS
LEARNING
COMMUNITIES
cc
TEC21
Generating learning
experiences
that are challenging inside and
outside of the classroom.
Teacher’s support
inspiring, innovative and
connected with their profession.
Incorporating flexibility
on how, when and where you
will learn.
Memorable college experience
to develop your personal and
professional skills.

19. Tec21 and the Digital
Transformation

20. Tec21 Roadmap
Semana i
Academic Communities
Design of curricula
Semestre i (Progressive Test of the New Model)
Flexible Pre-Courses (f-f, on-line, hyrid, adaptive,…)
New model
Challenges + Competencies+
Pathways
2015 2016 2017 2018 2019 2020
It concludes the
design of the
new Model and
the
methodology of
curricular
design
Begin transition
to the new ModelBegin
promoting the
new Model
Business
Pathways Resto de áreas disciplinares
National activities and mobility

21. CoE Model
Release
Management
Business Development Architectural
Adoption and
Training
Support
Strategic, Technical and Operations Committee

22. 360º View of Tec de Monterrey Constituents
Phase2
Phase3
Phase1
Phase4
-Employability
-International
profile
-Entrepreneur
profile
-Alumni
-Student file II
-Student
affairs II
-Communities
-Advisoring
-B2B
Counsellors
-Admissions
-Financial Aid
-Graduate
program
recruitment
-Ambassador
program
-Student file I
-Student
affairs
-Fundraising
-Donativos
-B2B
Government
-Recruitment
-Events
-B2B Schools
and
businesses
Recruitment
Student
Success
Advancement
Acquisition I Development II
Acquisition
Care
Engagement
Acquisition II Development I
2016-2017 2018-2019 2020-2021 2021-2022

23. CRM Architecture for Tec de Monterrey
Tec de Monterrey TecMilenio TecSalud Sorteos Tec
BannerResidencias CVC Move On FinanzasBlackboard
ORG Strategy and Data Arquitecture
EMR
ORG Strategy and Data Arquitecture ORG Strategy and Data Arquitecture ORG Strategy and Data Arquitecture
Recruitment
Studentsuccess
Advancement
Community
Events y Marketing
Multichannel (Centro de contacto, chat, apps)
BannerResidencias CVC Move On Blackboard Finanzas
Analytics
CRM Committee
Recruitment
Studentsuccess
Advancement
Acquisition
Care
Engagement
Adquisición
Desarrollo

24. Thank you
Diana González
email: diana.gzz@itesm.mx
phone: +52 1 (81) 22015404
Rafael Robles
email: rafael.robles@itesm.mx
phone: +52 1 (81) 17996712