Educational institutions are being challenged now more than ever to become more flexible, responsive, efficient, and focused on serving students' needs. Join us to learn how Wayne State University developed a Student Service Center where phone calls, emails, and walk-in visits from prospective and current students are aggregated at a central location, enhancing recruitment and retention by providing service that is responsive and accountable.

1. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Tuesday, June 25, 2013
Wayne State University
Detroit, MI
Higher Education Summit

2. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Presented by
Kathleen Lueckeman, Senior Director of CRM
Gayle Reynolds, Director of the Student Service Center
Robert Thompson, Director of Academic & Core Applications
Delivering Exceptional Student
Service Part 1

3. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Senior Director of CRM and Graduate Admissions
Director
k@wayne.edu
@klueckeman
Kathleen Lueckeman

4. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Agenda
• About Us
• Vision for Salesforce at WSU
• Salesforce Integration
• Student Service Center
• Q&A

5. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
About Wayne State University
Combines the academic excellence of a
major research university with the
practical experiences of an institution
whose history, location and diversity
make it a microcosm of the world
students will enter when they graduate
§ 30,000 students: 2/3 undergraduate and 1/3 graduate
§ 400+ undergraduate, grad. and professional programs
§ Central undergraduate admissions and student service
§ Decentralized graduate admissions
§ Banner (Ellucian) ERP

6. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
How and Why We Got Started
§ Salesforce Foundation
– 10 free licenses
§ Base system easily
configured
§ Vast add-on product
ecosystem
§ Robust APIs
§ Creation of the Student
Service Center
§ Tools for continual
improvement

7. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
How We Are Structured
§ Executive Sponsor: Mandate
§ Central IT: Development and Integration
§ CRM: System Administration and Campaigns
§ Users: Project Owner, Champions, Power Users, Team Members
Project
Team
Role
Name
Role
Descrip3on
Team
Member
Name
Execu've
Sponsor
Lends
influence
to
the
project
by
becoming
the
champion.
Sets
the
business
vision
for
the
implementa'on.
Project
Owner
Guides
the
project
to
successful
comple'on.
Understands
all
business
process
and
maps
process
to
the
Salesforce
CRM
implementa'on.
Power
User/Champion
Serves
as
liaison
to
the
users
to
ensure
the
applica'on
meets
day-­‐to-­‐day
needs.
Team
Members
Others
who
will
serve
on
the
Salesforce
project
team.

8. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Director of Academic & Core Applications
rob@wayne.edu
@ab5602
Robert Thompson

9. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Data Model: Banner
Business logic: Python Scripts push
data to holding object then Apex job
pushes to Salesforce
Data exposed to end users
Salesforce Integration with ERP

10. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Salesforce Integration with ERP
Banner Data:
System of truth for
Person,
Application,
Registration, etc.
Matcher:
To prevent duplicates,
create new, update or
suspend
Salesforce
System of truth for
prospective
student data;
integrated with
Banner system of
truth data

11. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Single Sign-On

12. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Digital Sign Integration

13. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Director of the Student Service Center
greynolds@wayne.edu
@gaylereynolds
Gayle Reynolds

14. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Why create a one-stop?
• Fall 2010 student survey results
• Desire to bring financial aid phone service
in-house
• Consolidate customer service across
enrollment management departments
Vision for SSC:
• Create a central location for problem-solving,
dispersing information, and document intake
• Collect and analyze data to identify issues
that impede student success – policies,
procedures, forms
• Collaborate with other departments to
re-engineer processes
How did we
create SSC?
• Visited other one-
stops
• Research, research,
research...
• Identified the
departments to be
represented
• Determined what
services would be
offered
• Responsibility matrix

15. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Responsibility Matrix

16. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Personnel in a Student Service Center:
• Management - 3
• Specialists - 15 (represented positions)
• Student Assistants - 15
• Counselors - Financial Aid and UG Admissions
Personnel budget:
• Management - $247,000
• Specialists - $700,000
• Student Assistants - $45,000
• Counselors - Paid by home departments

17. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Call Center

18. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Front Counter

19. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Counseling Area

20. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Campaign Center

21. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Service Center 101
Student Service Center Operations:
• Answer telephone calls – average 500 calls per day
• Staff the front counter – average 150 visits per day
• Respond to emails – average 100 incoming per day

22. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Salesforce 102
How we use Salesforce:
• Contact database for applicants and students
• Documenting interactions with students
• Tracking contact reasons
• Recording and monitoring campaigns to track effectiveness
• Timekeeping
• Chatter
• Customer service surveys
• Calendars
• Dashboards
• Reports - performance measures, accountability
• Professional development

23. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Contact Database

24. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Documenting Interactions with Students

25. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Documenting Interactions with Students

26. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Tracking Contact Reasons

27. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Calling Campaigns

28. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Timekeeping

29. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Chatter

30. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Customer Service Surveys

31. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Calendars

32. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Dashboards

33. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Reports

34. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Professional Development

35. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Best practices for a successful
implementation
§ Have an executive sponsor who is active and committed
§ Work with energetic partners who aren't afraid of change
§ Have a big vision but phase in implementation
§ Focus on continual improvement
§ Have smart people on staff
§ Define and test the ability to integrate with your ERP
§ Don't be afraid of the cloud!

36. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Kathy Lueckeman Gayle Reynolds Rob Thompson
k@wayne.edu greynolds@wayne.edu rob@wayne.edu
@klueckeman @gaylereynolds @ab5602
Contact Us!

37. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.