Presentation from Salesforce.org Higher Ed Summit 2018 by: Tiffany Zappulla, Business Success Manager. The term "ROI" is more than just a trend: for private colleges, it's a legal requirement. Berkeley College leveraged the Salesforce platform to create a space where internship and job placement metrics could be easily tracked, but not at the expense of student engagement. The ability to compute accurate employment rates for Gainful Employment disclosure is not only necessary for colleges in the for-profit sector to justify their value, but a key factor in student and parent decision-making in a climate where prospective students demand the most bang for their buck. In this session, you will learn how Career Services teamed with EnrollmentRx and Civitas to create a comprehensive employment tracking tool and shared spaces for Career Services, Alumni Relations, and Academic Advisement to closely collaborate and fulfill the College's mission of helping students achieve lifelong success in dynamic careers. Watch a recording of this presentation: https://youtu.be/Ns64a0xWoxM

1. Lifelong Support without Lifelong Debt:
How Berkeley College engages students
Tiffany Zappulla, Business Success Manager

2. About Berkeley College
• Over 7,100 students, offering Associate’s, Bachelor’s and Master’s degrees in
addition to certificate programs
• Accredited by the Middle States Commission on Higher Education
• 8 physical campuses plus Online campus
(Berkeley College…not Berklee College of Music or UC Berkeley!)

3. About Berkeley College
• Best Online Bachelor’s Programs, 2014-2018 – U.S. News & World Report
• Awarded “Best Practices for Career Services” by Commerce and Industry
Association of New Jersey in 2017
• Ranked first in its category in Overall Mobility Index in survey by The New
York Times in 2017
• The ROI of a degree from Berkeley College – New York outperformed 96
percent of U.S. colleges and universities in a study by PayScale, Inc. in 2013

4. Berkeley College
Berkeley College empowers students to achieve
lifelong success in dynamic careers
Our Mission:

5. About Berkeley College Career Services
 19 dedicated Career Counselors, 2 Business Developers, alumni separate
area handled by a Director and 1 alumni counselor who also handles MBA
 All programs of study require a faculty-supervised internship, practicum, or job-
related assignment
 Maintain a partnership with the Financial Literacy department to provide
outreach to Alumni who are defaulting on their loans and offer them career
assistance

6. What Life was like before Salesforce for Career Services
 Tracked student placements in SIS (PeopleSoft) and student
interactions in Career Zone (Symplicity)
 Tracked internships in CareerZone
 Reporting was less detailed, it was hard to get a full picture of
Career Services activity with a student

7. What Life was like before Salesforce for Career Services
 CareerZone was only accessible to the Career Services department
and there was no interaction with Academic Advisement or any
other departments
 Admissions/Enrollment Team onboarded first; Career Services was
the second department onboarded and these two departments
served as the model for the other departments

8. Goals
 Use a CRM from Admissions through Alumni Relations
 Have all student-facing departments on the Salesforce platform
 Replace Career Zone job application portal

9. Return on Investment
• Compute employment rates for Consumer Disclosures, help us
set internal benchmarks
• A key factor in student and parent decision-making in a climate
where prospective students want the most from their
investment

10. Enrollment Rx
Enrollment Rx is a third party vendor we worked with on implementing
Salesforce for our Admissions and Career Services departments.
“Enrollment Rx’s enrollment CRM solutions support a connected campus with powerful
workflow, activities, and communication functionality to supercharge processes and
streamline operations.”
https://www.enrollmentrx.com/solutions/enrollment-management-crm/

11. Prior to “Go Live” September 2015
• Berkeley began the Salesforce discovery and meetings with our Career
Services Management team and Enrollment Rx as to how we would integrate
the Symplicity software into the Salesforce platform
• Enrollment Rx worked with our Senior Systems Architect to setup transfer
protocol and import encrypted documents
Discovery and Implementation

12. “Go Live” September 2015
Career and Alumni Services App and Portal

13. “Go Live” September 2015
With the help of Enrollment Rx we built out the tabs on the student’s contact record
and created the app, “Career & Alumni Services”.
Career and Alumni Services App and Portal

14. Contact Record
System of Record and Integration
• 15-minute integration from SIS into Salesforce
• Key student data useful for CRM sync to Contact record as well as
Student Portal
• Manage requests to sync additional data from SIS to monitor data
storage and integration load time

15. Student Placement Record

16. Student Internship/Clinical Record

17. Civitas Inspire for Advisors
• Academic Advisement utilizes Inspire to predict a student’s likelihood to persist
• Advisors can apply filters and identify the predictors that lead to retention
• Persistence Prediction:
VERY LOW
LOW
MODERATE
HIGH
VERY HIGH
Persistence Prediction

18. Civitas and Salesforce
• Academic Advisors can log calls, make notes, and email and text students
directly through the contact record
• Other departments like Career Services can gain insight into student activity
early on
• With the help of Civitas and Salesforce our Academic Advisement team is
able to give as much support to students as needed
Communication

19. Touchdown!
• Career Services and Academic Advisement teamed with Enrollment
Rx and Civitas to create a comprehensive tracking tool
• Career Services, Alumni Relations, and Academic Advisement work
closely to collaborate, driving retention and helping fulfill the
College’s mission
Career Services and Academic Advisement

20. Feedback
“[The Civitas integration] is working out very well. Academic Advisors are using it
regularly and we are seeing good results.” - Joseph Giuffre, Associate Vice
President of Academic Advisement
"Salesforce has increased the importance of
documenting and notetaking. We have set high
standards of integrity for our department.”
– Ana Yee, Director of Quality Control and Alumni
Career Counselor

21. Summary
Alumni Career
Assistance
Alumni
Applications
Alumni Events &
Job/Internship Leads
Civitas
Integration
Notes from all
student
services areas
Internship
Clearance
Prospect
Management
(core CRM)

22. Summary
• Use both delivered and custom CRM functionality to provide student support
associates with a 360-degree view of the student and alumni experience
• Salesforce has made reporting more feasible and allowed us to leverage it for
the best interest of our students – providing them academic and career
assistance
• Salesforce has provided the opportunity for us to engage with alumni and
encourage them to “give back” by providing employment opportunities to current
students

23. What’s Next on Our Journey
• Using Salesforce Marketing Cloud to build enrollment and student
journeys via Social Studio and Journey Builder
• Send communications via SMS through Marketing Cloud

24. What’s Next on Our Journey
• We’re Hiring!
Contact: tgz@berkeleycollege.edu

25. Questions and Answers