Dreamforce 2016 HEd Session Integrating Business Processes in the Student Community

Mark KaechAssistant Director of Business Services

mkaech@asu.edu markkaech

Arizona State UniversityGlobal LaunchIntegrating Business Processes within the Student Community

Elyse KingEnterprise Application Business Analyst

ecking@asu.edu elyseking #DF16HED

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Introduction

Mark KaechAssistant Director of Business Services

Salesforce.com Certified Administrator, business analyst, and project manager with more than a decade of experience in the non-profit and higher-ed sectors. I am passionate about improving processes and equipping people with the tools necessary to do their jobs effectively and efficiently. Organizing chaos is what energizes me.

Introduction

Elyse KingEnterprise Application Business Analyst

Responsible for creating and streamlining processes, data analysis, and managing development on the Salesforce.com Platform. Additionally, I have extensive experience in working with Oracle business intelligence systems and working with mass data sets from multiple systems.  In conjunction with my work at Global Launch, I have consulted with many diverse non-profits implementing and supporting organizations on the Salesforce.com Platform.

Today’s Agenda

Salesforce Beginnings

Integration of Business Processes into the Community From Dream to

Implementation Current Community

processes (ft. Events) Outcomes from using the

Community CloudFuture Thinking TakawaysQuestions

our partners

• Salesforce Silver Consulting Partner since 2009 (8 years)

• Salesforce.org Register Partner

• Providing comprehensive services for Salesforce® and the Salesforce App Cloud™

• System implementation, integration & training• Success and user adoption advocacy• Data “therapy”• Application development• Pardot, Work.com implementation services• Outsourced system administration

• akaCRM is a Salesforce customer also (Sales Cloud, Pardot, Data.com, Work.com)

• Clients in 45 states of the United States

• Certified consultant team located nationwide

Introduction

about Global LaunchMission:

“To inspire globally-minded students, educators, and leaders to change their lives and the world.”

Global Launch Platform ASU’s platform for training international students and

professionals--preparing them to thrive in the global environment.

Language Training for International Students

Academic Preparation Services

Capacity Building Programs

Digital Services and Products

•Paper files and disparate excel spreadsheets

•Implement with standard objects in 2012

•Started with 20 staff users 120 active users

•All areas of the department utilize Salesforce

Salesforce Beginnings

just 4 years ago

where do we go from here?

•How do we leverage data to better serve students?

•What would it look like for the student to interact with their data?

•Data is not powerful unless it is displayed to the customer.

•Decision in 2014 was to move toward the Community Cloud.

Salesforce Beginnings

Implementing Business Processes into the Student Community

Dreaming to Implementation

Several meetings with groups across the organization

Questions for your stakeholders: What is the dream? What services would you like to provide for the student?

Questions for leadership: What does success look like after implementation?Discuss importance of a roll out plan

Initial steps

what is the dream?

Dreaming to Implementation

Document your requirements from your discovery

Listen actively to your end users

Observe how your staff execute processes, communicate, and use the system

Initial steps

observe

Student Success Better Customer Service

Increase Effective Communication

Dreaming to Implementation Initial steps: Define what is important

Collaboration across teams is keyAgile: Wait until the last responsible moment to make a decision

Dreaming to Implementation Initial steps

agile

Demonstration

About 5,000 logins each month with 100% of students logging into the Community

Our Community class registration saved students and staff time! Students went from a 3 hour in-person process to a 3 minute online process.

Registration on site cost approx. $9k; online cost $300. Saving $8,700 every 8 weeks.

Decreased staff and student worker involvement. 40+ team members to 4 people.

65% of those that register attend our major events.

Real-time access to reports of students at events and where students are at in various registration processes.

Outcomes

New Student Registration

Attendance Tracking for Teachers

Gamify Program Progress

Applicant Access to Community

Partner Community

Future Thinking

Key Takeaways

Key Takeaways

Step 1 Step 2 Step 3 Step 4

Create goals with your leadership team; Heavily involve your staff upfront. Outline, document, record. Observe. Dream big.

Map future-state, develop your priorities and phases.

Develop iteratively to minimize risk, allow for greatest flexibility, and ensure that all perspectives are being captured.

Collaborate with your developers, admins, BAs, staff, stakeholders. and develop a

process for gathering feedback from your users.

Questions?

Thank Y u