Presentation from Salesforce.org Higher Ed Summit 2018 by: Amy Cox, Chris Nickell, and Haley Rogers. Bellevue University took on the enormous challenge of implementing Salesforce, as a campus wide initiative, and accomplished this in a little over 13 months... here's what we learned! At the start of the project, we were overwhelmed and under resourced. As we continued on our Journey, we discovered the importance of specific groups and instrumental leaders that we leveraged to overcome some pretty large obstacles. This built some of the most effective Team Building experience we have ever been privy to, with deliberate and effective techniques that were deployed to keep motivation and production high. Moving through the integration challenges, working with vendors in a new capacity, building sub groups in charge of the validation and migration processes, custom object builds (State Authorization Object) as well as building a repetitive and intense User Acceptance Testing, complete with a Bug Tracker object, we accomplished our goal and launched with very little delay and a huge amount of success! Not to mention the simultaneous development of the training materials, and then the added challenge of training the 312 users identified for day one launch. Join us on a Journey to review our challenges and success so that you can learn from our experience. Watch a recording of this presentation: https://youtu.be/xlViFi4Vlf0

1. Salesforce Implementation
Campus-Wide: Keeping our
eyes on the prize!
Presented by: Amy Cox, Chris Nickell, and Haley Rogers

2. Who here is planning
on launching soon?

3. Goals:
• Increase Web -Inquiry
• Inquiry - Enrollment
• Enrollment-Conferral
• Viciously Automate and
Integrate
• Less processing for
staff, more time with
students
Bellevue University
Student Facing Teams:
• Admissions
• Advising
• Finance
• Marketing
• Business
• Developers
• Corporate Teams
• Recruitment Teams
• One Stop Support Teams
• Residential Life
Why did we choose to use Salesforce?

4. Scope
• Lightning or Classic?
• Business Process Review
• Map out early
• Set clear goals
• Processes mapped out
• B2B/ B2C/ Marketing
• Integrations
• Licensure for Launch? When to launch?
Evaluating Important Considerations in the Beginning

5. Decisions to Make
● One overarching Project Manager
○ Multiple sub project managers
○ Do not create or use a methodology that is not already implemented at your institution
○ Waterfall method used
● Clear Identification of Teams
○ Roles
○ Responsibilities
○ SME’s
○ Pre-Training for Teams
planning on launching soon?

6. • War Room
• Facilitation
• Establish Norms!
• Ice Breakers
• Documentation
• Frequency
• Stay Consistent
• Celebrate!
• Vendor Working
Sessions
Development
Best Practices
Best Practices

7. Vendor Management
Vendor Insight…
• Do your homework
• Align strategies
• Project Management
Tools
• Clear expectations (org
needs vs. vendor
strategies)
• Points of Contact (who,
how and when)
Vendor Info…
https://www.enrollmentrx.com/
http://www.akacrm.com/
http://www.balancemktg.com/

8. Communication…
Internally
● Outlook-Distribution list
● Communication platforms and storing documents:
● Teamwork
● Shared Drive
● Chatter
● Help, I need somebody! Salesforce Go Live Help!
● Minutes/Agendas
● Repetition of Meetings
is key right!?!

9. Data Migration, Integrations, Validations… oh my!
• Existing CRM system requiring migration
• Shotgun approach or department by department
• What do you want in Salesforce? Integrations?
• Connect, Connect, Connect!
• Group of end-users to validate, size matters!
• Validation complete….then the testing begins!
Lessons Learned

10.  Testing should be
continuous an ongoing
 Document once pieces
are tested
 Who should test?
Testing

11.  Help meets specific
business needs
 Market to national
audience
 Able to display
information based on
specific rules and
regulations per state
 Custom workflow used
to display info to both
Admin Counselor and
student
Custom Objects

12. ROI: Reporting!!
Reporting Features!

13. ROI: Faster Processing Time!
Conversion Rates: IQ-EN Data
Conversion
Date Range August September October November December January
30 -13.81% (6.88% to 5.93%) 43.35% (2.63% to 3.77%) 23.66% (3.72% to 4.60%) 31.91% (3.29% to 4.34%) 121.02% (1.57% to 3.47%) 12.74% (4.63% to 5.22%)
60 -12.18% (9.44% to 8.29%) 44.54% (4.58% to 6.62%) 22.86% (5.38% to 6.61%) 41.52% (4.48% to 6.34%) 53.89% (5.01% to 7.71%)
90 -7.49% (10.68% to 9.88%) 40.11% (5.46% to 7.65%) 28.74% (5.95% to 7.66%) 31.57% (5.86% to 7.71%)
120 -4.35% (11.05% to 11%) 35.14% (5.92% to 8.00%) 19.69% (7.11% to 8.51%)
150 -1.32% (11.36% to 11.21%) 36.93% (6.39% to 8.75%)
180 -2.84% (11.96% to 11.21%)
Numbers reflect the percentage change in conversion every 30 day interval. Leads received in a particular month are grouped together.
Actual rates in parenthesis.

14. ROI: SF Replaces Numerous Extraneous Systems

15. ROI: Another System Replaced by SF!!