The Other Side of Salesforce: Faculty Success
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The document discusses how Salesforce has improved faculty management processes at the University of Colorado Leeds School of Business. It summarizes that Salesforce consolidated disparate faculty data sources into a single system, automated key processes like new hire requests and offer letters, and has saved over 500 staff hours through process automation. Surveys found faculty are satisfied with the system and that adoption increases with training. Looking ahead, the university aims to further automate accounting, travel reimbursement, and accreditation compliance processes.
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The Other Side of Salesforce: Faculty Success
- 1. The Other Side of Salesforce: Faculty Success
- 2. Joanna Iturbe Strategic Product Manager @joannaiturbe Corlin Ambler Manager, Faculty Support Services
- 3. 4 Areas of Emphasis 7 Certificate Programs 1,600undergraduates and MBAs are engaged in mentoring with over 900professional and alumni mentors over Nationally recognized as a “Hot Spot” for entrepreneurial education and as a leader in Colleges with a Conscience University | 4 Campuses Boulder Campus Leeds School of Business CU and Leeds in Focus
- 4. Agenda • Project Background • Faculty Management ‘Then’ and ‘Now’ • Process Automation Examples • Executive Experience • New Hire Request • Offer and Reappointment Letters • Others • ROI • What’s Next? • Q&A
- 5. A Brief History of Salesforce at Leeds Phase 01: Career Advising, Recruitment, Global Initiatives, Student Management v1 Phase 02: Treks v1, Scholarship, Faculty Management, Student Management v2 Phase 03: Treks v2, Executive Experience, Employee Management, Student Management v3 Phase 04: Academic advising
- 6. Salesforce at Leeds Adoption & Satisfaction* 100%: SFDC contains valuable info not previously accessible 100%: Satisfied with SFDC and Leeds’ Implementation of it Level of comfort directly correlates with # of supplemental, proactive trainings from LTS. * Numbers from total respondents in August 2015 SFDC Adoption/Satisfaction Survey
- 7. What we are doing with Salesforce at Leeds… Retention Actions Email Marketing Prospecting New Hire Process Tracking Student Activities Faculty Activity Tracking Student Organizations Recruitment Leeds Board Management Career and Internship Tracking Student Trips to Industry Advising Executive Experience New Student Welcome Scholarship Management
- 8. From a root to a grove…
- 10. Faculty Management Faculty Support Services • MS Access Faculty Database • Title, Rank, Promotion Dates • MS Excel - Course Scheduling • MS Access - Faculty Committee Database Planning, Budget & Analysis Office • Faculty Course Questionnaire (FCQ) Data Faculty Affairs Office • Faculty Report on Professional Activities (FRPA) Human Resources & Accounting Offices • MS Access – Summer Pay Database “Then”
- 11. Faculty Management One-Stop Shopping in Salesforce • Initial New Hire Request • New Hire Process • Starts with HR – Faculty contact acts as trigger for building connections to faculty milestones and courses • From New Hire to Position Data • Start date, salary, rank • From Position Data to Tracking • Reappointments, tenure year, sabbatical year, post-tenure review • Faculty Leave • Tracking and resetting tenure clock • Offer & Reappointment Letters • Uploaded via Chatter • Notes • For special circumstances “Now”
- 12. Course Assignments Course Assignments • Who taught what, when and where • 2007-Current: Predicted and Actual based on course scheduling spreadsheets
- 13. Student Credit Hour & Course Evaluation Responses Faculty Course Questionnaire (FCQ) Responses • Student satisfaction by course • Course level, instructor group, CE/online, etc. • 2007-Current
- 14. Leeds Committees and FRPA Leeds Committees and FRPA (Faculty Report on Professional Activities) • Significant reduction in human resource hours needed to produce annual reports
- 15. AACSB and Summer Pay AACSB Reporting • Student and Faculty data will come from Salesforce Summer Pay • Real-time alert to provide 100% compliance to University policy for 1/9th and 3/9th rules
- 16. Faculty & Staff New Hire Request
- 17. New Hire Request Process “Then”
- 18. New Hire Request Process “Then”
- 19. New Hire Request Process “Now”
- 20. Survey Logic = User-Friendly Experience
- 21. Faculty Offer & Reappointment Letters
- 22. Chatter • Private group with members from HR, Accounting/Procurement, Building Management, Faculty Services, IT • HR Uploads PDF of offer/reappointment letter • Contains all info needed to prep for Day 1 • Can comment with notes/questions
- 23. Salesforce & The Executive Experience
- 24. The Executive Experience: How It Works EE Request Submitted and trigger emails sent Student Responds to host ASAP to confirm details VISIT 2 Business Days prior to Visit: • Materials ready for pick-up Pre-Visit email sent Post-Visit email sent What The Executive Experience Provides for you: - Gifts - Parking Passes - Optional pre- and post-visit communications - Room Reservations - Student Support - Marketing/Welcome signs EE request submitted What The Executive Experience Provides for our guests: - Gifts - Clear communication prior and following visit - Room Reservations - On-site executive level customer service - Sense of community
- 25. The Executive Experience: Year 1 In Review • Hosts • Requests per host • Types of Engagement • Frequency of Guest’s • Companies of guests (current and past) • Alumni status • Gift History (mug, notebook, etc) • Marketing Support • Student Support requested and provided • Parking Pass support • Communication prior to, and after event • Dates of Engagements
- 26. Process Automation: Examples • Offer Letters • New Hire Alerts • Exit Alerts • Summer Pay 1/9th and 3/9th Compliance • Active Faculty Rosters • Sabbatical Eligibility • Promotion and Tenure Review • Student Credit Hours • FCQ Data • Course Assignments • FRPA (Faculty Report on Professional Activities Publication information)
- 27. Quantifying our Return on Investment (ROI) • ~$150,000 saved in consulting fees by using Process Builder • Not just $$$ spent and $$$ saved • Increased efficiency • 86% increase for new hire request signature completion • Human Resources Hours Saved • 95% reduction to compile data for annual faculty evaluations • ~500 hours saved to-date by utilizing Process Builder • Real-Time Alerts • 100% compliance for potential policy violations for faculty summer pay • Improved Data Quality
- 28. Looking ahead… ● Make accounting and procurement documents electronic and automate processes to submit and approve them (e.g. travel reimbursement) ● Executive Experience 2.0 ● Predictive Curriculum Planning ● Space Utilization ● Course Instructor Forecasting ● Criteria Compliance for AACSB Accreditation ● Summer Pay Faculty Affairs Approval Process Automation (DocuSign)
- 29. Thank you & Questions! Joanna.Iturbe@Colorado.edu Corlin.Ambler@Colorado.edu
Editor's Notes
- I needed a logo – the sun to accompany the SF cloud.
- Corlin CU System is (President Bruce Benson) “4 campuses, 1 university” – Boulder, Denver, UCCS and Anschutz Medical Campus 435,000 alumni, 66,000 current students 5 Nobel Laureates, 19 astronauts, 3rd largest employer in Colorado Boulder: Founded in 1876 – flag ship #1 graduation rate for Colorado public universities 30,000 currently enrolled Leeds: 1906; 8th oldest B-school in U.S. 3300 students, 200 faculty/staff Member of AAU 4 areas of emphasis, 7 certificate programs One of the largest continuum mentoring programs in the nation
- Joanna
- Joanna The Salesforce project kicked off 4 years ago at Leeds We went live with our first phase in January of 2014 Since then we have completed an additional 3+ phases All in all we have over 100 users across every functional area that are now contributing to Salesforce in some capacity We are tracking over 700 data points about our students this includes CU-SIS feed data (about 300 fields) - Oracle plus all the supplemental data (think events attended, advisor visits, participation in one of our global programs and much more) Many additional data points about faculty, staff, corporate partners, employers and more..
- Joanna As with most CRM and even ERP type projects, one of the goals is to consolidate data My goal of this project was to build a sustainable technology backbone for the college. Have one centralized database that houses all information about students, faculty and staff. Implementation with 0 custom code or development, to date. Why is this important? It’s extremely sustainable for an small IT shop with just 8 FTEs. Utilizing 8 apps off of the App Exchange 90+% adoption 100% satisfaction
- Joanna What are we doing at Leeds with Salesforce? A whole heck of a lot. The true secret sauce of having a college wide CRM, it provides a collaborative platform that allows for many people to contribute to a common goal.
- Joanna I live in Colorado so I’m going to use an aspen analogy to describe our Salesforce implementation: Aspen groves are developed via the root system of a single aspen...Our aspen grove started with a single tree (recruitment and undergraduate career services), but it has turned into a large grove. Today I’m going to focus on about ⅓ of our aspen grove - faculty management.
- Joanna Faculty Management probably means something different to all of us; we have really strived to internalize every baseline technical aspect of faculty management within Salesforce -- from the initial offer letter to the faculty member’s retirement. This is what I call my faculty management user-friendly ERD, which is an entity relationship diagram in the IT world. All of our users get these and keep them posted in their office so they can better understand how everything relates to each other, and it often helps them when their new - trying to figure out where to go to find what they’re looking for. So, looking at this - starting in the middle, on the left side below contacts: Course assignments Who teaches what, when and where. This includes enrollment and waitlist number, whether the class was canceled, predicted class vs. actual, and all FCQ data We’ve also got course buyouts, banks, overloads, inloads and releases Past, current and future (predicted) faculty positions with title, rank and pay Workloads (service, research and teaching), faculty tracks (Tenure and non-tenure), promotion, tenure, sabbatical and post-tenure review eligibility
- Corlin Before Salesforce, Leeds faculty and staff worked with up to 6 different systems in an effort to understand the full picture of any one faculty member: When were they hired? What courses did they teach? When did they take a sabbatical? What are their FCQ scores? What have their publications been? 1+ people had to go to a different system to answer each of these questions. When it came to promotion and tenure, compiling and manipulating this data into succinct reports for the review committees took multiple staff members weeks to accomplish, annually.
- Corlin With Salesforce, we’ve provided a one-stop shop that not only consolidates but relates data found in these separate locations. The new hire process acts as a trigger for building connections to faculty milestones and courses so we’re tracking all of these things in 1 system. Retired 3 Access databases and multiple Excel workbooks Imported data back to 2007 Collaboration with Leeds HR and Faculty Support Services, the Planning, budget and analysis office on campus and Faculty Affairs -> no shadow database Reduced annual staff effort in compiling data for student credit hours and promotion/tenure exponentially
- Corlin – reporting capabilities- enrollments by course, division, faculty member; a faculty member’s course load tracked by year or history at Leeds; Low enrollment and classroom utilization reports.
- Corlin – Faculty Course Evaluations are tied directly from the faculty member’s contact link and course assignments. We can generate our own Leeds reports on student satisfaction, course rigor and instructor effectiveness. FCQ enrollment numbers lead to Student Credit Hour reporting per faculty member, division, etc.
- Corlin- Leeds committee information linked directly in SF. The annual faculty report on publication data has been uploaded to SF allowing tracking of refereed books, textbooks and journal articles, invited conference presentations and work in progress. Note the improved reporting in recent years compared to earlier.
- Corlin- Leeds is reviewed every 5 years by the Association to Advance Collegiate Schools of Business. We are realizing that we can update and retain key faculty qualifications in SF which can then be updated and ready to go in AACSB reporting.
- Joanna At Leeds, we have really strived to internalize every baseline technical aspect of faculty management within Salesforce -- from the initial new hire request to the faculty member’s retirement. The 2nd process we want to highlight today that we’ve automated with the help of Salesforce (and other systems): The faculty, staff and contractor new hire request process. At Leeds, we need to acquire internal Dean-level approval of any proposed change to an existing position or new position or contractor.
- Joanna Before Salesforce, Leeds faculty and staff working out of up to 6 different systems in an effort to understand the full picture of any one faculty or staff member. The process was painful, and the new hire request process was no exception. Staff would log on to our Sharepoint Intranet site to complete a clunky Sharepoint form. It didn’t allow for any logic and was not user-friendly so it was confusing for people to complete and didn’t provide all of the necessary and complete information to HR and Accounting to process the request. Furthermore, once the form was submitted, HR had to manually log in to check for new forms each day. They’d then print them onto a physical piece of paper so it’d officially be ready to start the manual process of seeking out and receiving up to (and usually) 4 signatures per request (depending on the type of request and department making the request).
- Joanna HR would then start the long, tedious, frustrating and exhausting process of trying to track down each individual signatory - IN ORDER OF WHICH THEY NEED TO APPROVE AND SIGN. We work in a large building full of people with hectic schedules - you can imagine this process could take DAYS and sometimes weeks to complete each form. And, often HR would have no idea where the form was in the process - AKA, who’s desk the form was sitting on waiting to get signed.
- Joanna Now, it’s all electronic and automated! They still go to our SharePoint Intranet site, but just to get to the link that launches a Qualtrics survey. When they submit the survey, it immediately creates a new record in Salesforce and HR is automatically alerted.. They log in to view and make any changes that may be needed. Once they approve it, accounting is automatically alerted to approve the internal funding source (speed type) and make sure the funding exists. They then click a button from the Salesforce record that launches the Docusign process. We have it set up so that it automatically sends to the correct department head, according to the information in the Salesforce record. The signer gets an email, clicks in to review the request and electronically signs it which then sends it to the appropriate Dean-level signer for them to review and sign. If someone doesn’t sign, they get an automatic reminder every day until they sign it. Once it’s completed, HR gets alerted that it’s approved, and we have electronic history of the whole process that we can easily report on. Best of all, HR, Accounting and our Administration can check Salesforce at any time during the process to see where the form is in the routing.
- Joanna Using Qualtrics, we’re able to have extensive logic behind-the-scenes that allows for the whole submission process to be very user-friendly for faculty and staff to complete while giving HR and accounting all of the information they need in a clean way so it’s reduced the effort on everyone’s part.
- Corlin
- Corlin – from the offer letter, we are able to create a good picture of the new hire including salary, rank, comprehensive and tenure review years, and workload requirements, The use of Chatter with the new hire creates a good bridge between HR and the Faculty Personnel Coordinator who tracks all faculty milestones.
- Joanna These 3 processes focus on helping us manage the faculty lifecycle from the back-end, but we’d like to highlight something we’ve done to assist faculty be successful in the classroom on the front-end: EE is a new business process implemented in the School, utilizing Salesforce as the underlying technology. The Executive Experience came about when a Leeds Board Member came to us in 2015 with a passion to provide a premier guest experience to all of our external visitors.
- Joanna Internally, it’s a one-stop shop for Leeds faculty, staff and student organizations that provides the behind-the-scenes logistical components in planning their guest’s visit as well as to provide top-tiered experience for everyone who walks through the doors. 1 – we are able to know who is on campus and when (Welcome signs and weekly reports to SF users) This way, when Employer Relations has corporate partners in for Interviews, Advancement knows the full picture going into a meeting with them the next week! The left hand knows what the right hand is doing! 2 – Able to make sure everyone who walks through our doors knows where they are going, what to expect, and that we are excited to host them. 3 – When Leeds faculty/staff are out on the road meeting with our corporate partners we are able to be very intentional in our outreach and give them a 360 picture of: Who from their company has participated in speaking opportunities Who is involved in lunch and learns Even down to the details of what gift they received to be sure we do not give them the same thing repeatedly.
- Joanna We’ve had the EE for nearly 2 years now, and we’re very pleased with the results. It’s been robustly used and we’ve gotten great reviews, both internally and externally. Allowed for internal support, collaboration and transparency as our faculty and staff plan for their guest’s visit with minimal effort. Standardized and streamlined requests for external support Provided Leeds students with professional development experience in working with our external community and internal relations. The initiative has been successful in providing a sincere, positive, and unique point of engagement to all of our internal and external constituents.
- Corlin – for all of these processes, the data in Salesforce is now almost 100% accurate, and we are becoming increasingly more confident that reports can be generated to check crucial faculty milestone dates such as tenure review years or sabbatical eligibility. Or on the curricular side, reports can be generated to comparison of student credit hours or workloads by faculty member or department. For faculty reviews, publication reports including target journal status can be used.
- Joanna Being in HED it’s often more difficult to quantify ROI than it is in the private sector. The dollar isn’t our bottomline – successful recruitment, retention and on-time graduation; alumni advancement; faculty research; top staff – these are examples of our bottom line. We have worked hard to define our ROI throughout our implementation because it’s critical to have that for further funding and approval of future projects. But, we have not focused on $$ saved vs. $$ spent. Although we have been able to identify where we’ve saved some money, we also look at increased efficiency, personnel hours saved, compliance and improved data quality.
- Joanna – AP and Exec Experience Corlin- predictive curriculum planning (leading to space utilization studies and instructor forecasting); AACSB criteria for faculty Joanna – summer pay?