Salesforce lunch and learn 022614
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Algonquin College implemented a customer relationship management (CRM) system to gain a 360-degree view of students and improve service. The CRM aims to provide personalized service through a deeper understanding of student needs and a proactive approach to success. Salesforce was selected as the CRM platform and has been piloted in student recruitment and corporate training. It is being used to reimagine business processes and provide a catalyst for change. Current projects implementing Salesforce include the Information Technology Service department and the Career and Academic Access Centre, where it has improved client service by creating a single customized view of academic referral clients.
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- 2. BACKGROUND
- 4. Our vision: “a global leader in digitally-connected applied education and training”
- 5. Service at Algonquin - Today
- 7. Where do we go from here?
- 8. Our Goal
- 10. A 360º View of Our Students
- 13. The Benefits of CRM in Higher Ed • Deeper understanding of student wants and needs • Personalized and relevant service • A proactive approach to student success • Save time and resources
- 15. Our CRM Vision and Mission Vision Mission A 360 degree view of college relationships that leads to improved client satisfaction and academic success. To help others improve, automate, and adapt their business practices and processes in order to deliver exceptional service, that saves both time and money.
- 17. Salesforce @ Algonquin College • Piloted in Student Recruitment and Corporate Training • Reimagining of our business processes • Salesforce is not just a tool; it is a catalyst for change
- 18. Student Recruitment, Powered by Salesforce
- 19. Salesforce @ Algonquin College: Current Projects • • • • • ITS Career and Academic Access Centre Workforce and Personal Development International Education Centre Employee Portal
- 20. Success Story: Career and Academic Access Centre • Goal: Single view for Academic Referral Clients • Background • Current state included paper files, Excel spreadsheets and homegrown databases • In ability to track and report on activities
- 26. Project Results • • • • • • Customized solution Tells a client’s “story” Easy to use Integrated into daily work Improves client service GeneSIS integration is a key benefit • previous databases were a “black hole” • Next iteration – Cloud Scheduler “I now use Salesforce more than GeneSIS.” ~Kent McDonell, Academic Referral Advisor
- 27. Salesforce @ Algonquin College: What’s Next • Prove the value of CRM • Prove our model • Successfully deliver the current the projects to the satisfaction of our clients • Seek support to expand the pilot and use of Salesforce to other College Departments