Enterprise Constituent Relationship Management (CRM)

Enterprise CRM is both a technology and an approach to manage and support constituent (students, faculty/staff, alumni, community) touchpoints across our campus programs and departments. With CRM, we can easily access and aggregate these touchpoints to better understand the relationship our constituents have with UW–‍Madison as a whole, and use this information to engage them in a variety of ways. 

Service description

Our UW–Madison team currently implements and supports Salesforce CRM, adapted for our Higher Education use case. CRMs have rapidly become a standard in higher education as campuswide complementary systems to student-focused platforms like SIS and other learning management systems.

Our team of business analysts and developers elicit department/program needs and goals to recommend customized solutions for a wide variety of use cases: from recruitment, enrollment management, and student advising, to fundraising and corporate relations, and more. We then configure, customize, develop and train campus department/program users to adopt Salesforce. 

We manage three Salesforce Instances with dozens of customized “apps” created to assist more than 50 department/program clients in managing their constituent touchpoints or department business processes, and are continually adding more.

Some campus use case examples include:

• “Learner Success”
  School of Education, Division of Extension, Student Affairs, Veterans Affairs & others:
  • Clinical placement management
  • Advising and student support services
  • Event invitations & engagement tracking
• “Strategic Partnerships”
  Office of Business Engagement, Wisconsin School of Business Industry Relations, School of Education Career Services & others:
  • Industry relations business pipeline management
  • Career/employer services engagement tracking
  • Member/affiliate service support 
• “Administrative Support”
  DoIT Financial Services, Office of Human Resources
  • UW-Madison internal billing processes
  • Faculty/staff onboarding processes

Other Campus Salesforce Organizations not managed by DoIT CRM: 
There are other Salesforce instances and use cases on campus not managed by DoIT that we can connect you with:

• “Pre-Enrollment”
  Division of Continuing Studies, Office of Admissions and Registration
  • Prospective student recruiting and pre-enrollment processes
  • For-credit continuing education course registration
• “Continuing Education Registration Center (CERCLE)”
  Division of Continuing Studies
  • Non-credit course registration, event registration & response management

More about Salesforce CRM:
Salesforce offers features curated specifically for higher education institutions that have an operating model which differs from the standard for-profit functionality of Salesforce. Using our Enterprise Salesforce Orgs creates consistency across campus and saves us time and money that would have been spent building basic capabilities and architecture. This added ability for robust reporting, flexibility and customization of Salesforce makes it a good fit for UW–Madison and our variety of unique use cases.

CRM & Marketing Automation:
Salesforce and Eloqua Marketing Automation can be integrated to create a way for departments to manage constituent touchpoints and data; then reach out to them via Eloqua to engage them in various ways as they participate in campus programs; and track and analyze those engagements to feed that back into the (re)formation of communication strategies.

Benefits

Constituent Relationship Management (CRM): 

• Enhances a constituent’s visibility and accuracy across departments
  CRM increases transparency and eliminates silos of learner information so faculty and staff can quickly collaborate across departments in order to better support and engage learners.
• Personalizes engagement & communications
  CRM equips admissions, learner success and development staff to create tailored outreach based on constituent preferences. It creates a cohesive experience for the individual, across UW-Madison, no matter which department or program is reaching out to them.
• Empowers decision making with data, insights & efficiency
  CRM allows easy access to real-time reports and dashboards that translate CRM data to actionable activities. It reduces duplication of efforts across UW—Madison and eliminates the need for the manual synthesis of dashboard data. CRM data-powered insights help make strategic decisions that can improve learner outcomes and drive returns for UW–Madison.

Getting started

To get started with this customized service, we need to first learn more about your use case.  Following an initial discovery session, we can provide a more detailed description of what the onboarding process might look like, and the steps involved.

Get in touch with our team to schedule an information session  and learn more about the Service and onboarding process. 

Pricing

DoIT Financial Services will invoice for Salesforce licenses annually at the vendor contract renewal date of Nov. 1. Additional licenses purchased during available windows throughout the contract year will be billed on a prorated basis for the remaining number of months in the contract year.

• “Client” department  resources needed: Committed involvement of department stakeholders, provision of a clear understanding of department pain points and needs, project leadership/point person for communication, end-user availability for training, and additional funding for out-of-scope items deemed critical, if necessary. Specifics can be detailed after a needs discovery session.
• Salesforce Licenses for Strategic Partnerships, Learner Success and Administrative Services cost $680 per user, per year, depending upon the functionality needed in the application. There is also a less expensive, feature-restrictive license that is available to campus staff.
• The Enterprise CRM team offers limited custom development and functionality support at no additional cost to UW–Madison departments. New projects are currently booking out 6-9 months due to high demand.
• Projects assessed as requiring a high level of custom development or an expedited implementation timeline will require additional resources (eg, funding for a third-party implementation partner) from the inquiring department. 

Available to

• Administrators
• Departments
• Faculty
• IT Staff
• Managers
• Researchers
• Staff
• State and Federal Government Agencies
• UW-Madison and UW System Campus Staff

Service category

• Communication and collaboration