Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
“How To” Put Students
at the Center of Service
Shea Lewis
Kathy Lueckeman
A Customer Success Webinar to Help You
Connect W...
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Today
Mobile
100x1x 1,000x10x
1980s
Phone
1990s
Multi-Channel
Web Self-service
Expectations of Student Service Have Change...
Become a Connected Campus:
Put Your Students at the Center
360° student view
Communicate more
effectively
Ensure student
s...
Setting up Salesforce for Student Service to
Automate Work and Improve Business Processes
Email-to-Case
Set Up
Business Pr...
Behind every is a studentCase
device
inquiry
application
app
post
donation
chat
case
community
Demo
Help Your Managers Make Informed Decisions
Frequency, Trends and Spikes
- Many students have the same question
- A questio...
"Measurement is the first step that leads to control
and eventually to improvement.
If you can't measure something, you ca...
'How To' Put Students at the Center of Service webinar
Upcoming SlideShare
Loading in …5
×

'How To' Put Students at the Center of Service webinar

561 views

Published on

"How To" Put Students at the Center of Service

This Customer Success Webinar follows up the popular webinar by Wayne State University about their student service center implementation. Their student service center helps them not only differentiate by providing incredible customer service, but also allows them to identify opportunities to improve their processes to help students succeed – and graduate. This webinar will help you connect with your students using the Case object like Wayne State.

Participants will learn how to:

Redirect an email address into Salesforce
Manage and respond to email via Salesforce
Collect and store data on behavioral drivers
Analyze data for business process improvement

There will be a live step-by-step demo to guide you through how to set up these business processes in Salesforce.

Published in: Education, Business, Technology
  • Be the first to comment

  • Be the first to like this

'How To' Put Students at the Center of Service webinar

  1. 1. “How To” Put Students at the Center of Service Shea Lewis Kathy Lueckeman A Customer Success Webinar to Help You Connect With Your Students in a Whole New Way /Salesforce.comFoundation @SFDCFoundation
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Today Mobile 100x1x 1,000x10x 1980s Phone 1990s Multi-Channel Web Self-service Expectations of Student Service Have Changed 2000s Social
  4. 4. Become a Connected Campus: Put Your Students at the Center 360° student view Communicate more effectively Ensure student success Recruit the right students Raise more funds
  5. 5. Setting up Salesforce for Student Service to Automate Work and Improve Business Processes Email-to-Case Set Up Business Process Improvement Analysis Business Goal Alignment Continuous Improvement Case Reports and Dashboards Volume Quality Productivity Case Automation Accountability Data Collection for Behavioral Drivers Email Alias Redirect Email   Comparative Data
  6. 6. Behind every is a studentCase device inquiry application app post donation chat case community
  7. 7. Demo
  8. 8. Help Your Managers Make Informed Decisions Frequency, Trends and Spikes - Many students have the same question - A question is asked every term at the same time - Every year on the same date, volume increases 1.  Clear, consistent communications 2.  Proactive service 3.  Appropriate staffing Keep track of your business with powerful analytics to improve performance Analytics Mobile Motivate & Perform
  9. 9. "Measurement is the first step that leads to control and eventually to improvement. If you can't measure something, you can't understand it. If you can't understand it, you can't control it. If you can't control it, you can't improve it.” - H. James Harrington CEO of the Harrington Institute Author and Business Process Improvement Expert

×