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SalesForce.com at W. P. Carey. University Technology Council October 7, 2009. . . . and Beyond?. W. P. Carey Help Desk System RFP - 2005 PeopleSoft CRM for Support: UTO, WPC, Fulton - 2006 - ? Much sweat & tears, eventual success PeopleSoft CRM for Sales & Marketing: WPC, Fulton, . . .
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SalesForce.com at W. P. Carey University Technology Council October 7, 2009 . . . and Beyond?
W. P. Carey Help Desk System RFP - 2005 PeopleSoft CRM for Support: UTO, WPC, Fulton - 2006 - ? Much sweat & tears, eventual success PeopleSoft CRM for Sales & Marketing: WPC, Fulton, . . . WPC MBA Admissions: 2007 -2008 Much sweat & tears, eventual acceptance amidst the grumbling SalesForce.com trial instance: 2008 WPC Center for Executive and Professional Development Some sweat, no tears, quick success Brief History
PeopleSoft CRM for Sales & Marketing Implementation process lengthy & cumbersome Not easily configurable, changes difficult Performance, interface and reporting inconvenient But …workflow improvement enabled SalesForce.com Empowers business units Reduces dependence on IT organization Hosted solution, locally configurable But …challenges: Data consistency across business units, linkages to Enterprise assets Process: propagation of good practice in independent units Comparative Experience
Goals Consistent, consolidated customer data across functions Admissions, career services, corporate relations, student services … Continuous improvement- processes and metrics Cross-pollination of good practice Productive collaboration E.g., cross-selling of products Plan Extend CEPD SalesForce instance to MBA Admissions Merge data structures, eye towards further extensions Fold in other functions sequentially Strategy
Overcame Resistance MBA Admissions: Don’t touch our PeopleSoft CRM !!! Tactic: Demo equivalent functionality in SalesForce Response: We want SalesForce ASAP !!! Focused on Processes Extensive Business Process Mapping Process differences resolved via consensus Merged data structures, standardized definitions Converting processes and data Cultivating a “Super User” in each business unit Next: career services, selected student services, … Results
Implications A platform for continuous improvement Begin with the business process Develop local super users Coordinating & technical assistance role: Planning, configuration, data oversight, license management, referee Interest across ASU PRIDE, Fulton, Grad College; Herberger, Foundation, CPP; Others? Support License administration: UTO Local start-up assistance? Ongoing consultation: Confederation? Beyond W. P. Carey