1 / 6

SalesForce at W. P. Carey

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, . . .

veda-miles
Download Presentation

SalesForce at W. P. Carey

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. SalesForce.com at W. P. Carey University Technology Council October 7, 2009 . . . and Beyond?

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

More Related