The CRM team is currently supporting multiple projects that span CU's four campuses. A brief summary of current projects and activities is included below. Don't see your project below or looking for assistance getting started? We're ready to learn more about your CRM and digital engagement needs and how we can help. Inquiries are welcome; please reach out.
Online Upgrade | Campus Brand Model Implementation
Online and digital marketing efforts for CU are moving from a centralized marketing and website model to a campus branded model. This transition will allow for increased alignment between online/digital content and existing campus efforts while allowing each campus to highlight its unique attributes and overall messaging.
In spring 2023, the campuses made a recommendation to move forward with a campus branded model that will align with existing campus-specific outreach efforts. Requirements gathering is underway and will be complete by May 31.
Founded in 2016, CU's eComm program offers electronic communication and event management tools to roughly 250 multi-campus users. eComm's Salesforce org contains over 1.5 million contacts sourced from Campus Solutions, HCM, and Advance. Each contact record contains over 500 unique data points that allow for audience segmentation and targeting including enrollment and education data, employment information, and standard bio/demo data. eComm's data is linked with Marketing Cloud for email-based outreach and management of email preferences from CAN-SPAM compliance to unit-specific categories. Event management is conducted via Cvent and generated over $2.25 million in revenue in 2021. The team is currently working to rollout multiple enhancements based on the shared campus roadmap, including but not limited to journeys and automations, dynamic content based on synchronized data, and alternative options for users with varying levels of expertise.
CU Online / Integrated Online Services (IOS)
The CU Online / IOS Salesforce implementation provides full pipeline visibility and processes from inquiry to enrollment. Focused primarily on CU Online programs, IOS allows recruiters and marketers to assess the effectiveness of lead generation and to develop engagement strategies that enable success. The CRM team is currently responsible for managing the technical implementation, developing drip campaigns for marketing engagement, supporting the CU Online website, and producing brand content and creative. Programmatic marketing efforts reside on the campuses.
School of Pharmacy
The CU Anschutz Skaggs School of Pharmacy is in the process of migrating its recruitment efforts from the eComm Salesforce implementation to the Integrated Online Services (IOS) org. This migration will enable the School of Pharmacy to engage more effectively with leads and prospects from the point of inquiry to enrollment. The UIS CRM team is supporting the technical build and marketing infrastructure, in addition to copywriting, web, and graphic design services.
UCCS implemented Salesforce Admissions Connect in Fall of 2021 to replace the legacy system, FireEngineRed. Since launch, the campus has seen growing success with admissions operations, as CRM provides a tighter relationship between lead generation, prospect nurturing, admissions and enrollment. UCCS is excited to be transitioning out of a successful fall recruiting cycle, which saw large improvements in application processing efficiency. UIS is currently working to replace the entire application form for Graduate and Undergraduate applicants, leveraging a tool called OmniStudio to improve reliability, data quality and applicant experience. Likewise, UIS is hoping to implement additional Service Indicator functionality to Salesforce, which will reduce the need for staff to work within both SIS and Salesforce, while providing additional opportunities for reporting and communication automation to constituents. Our Digital Engagement team is currently building out a variety of drip campaigns to help guide prospective students along the path to enrolling at UCCS.
Student Support Network
Originally started in Fall/Winter 2021, the Student Support Network represents the implementation of Salesforce Student Success Hub to support student success and student services throughout the UCCS campus. A strategic change in direction delayed the relaunch of this project until June 2022, but UIS has completed most of the technical build for UCCS Success Network. The solution will help academic advisors, faculty and students connect more effectively – improving communication, orientation, early alerts, and ultimately improve student retention. The technical teams are currently testing and polishing integration items, by identifying missing or inaccurate data related to the students. Additionally, the CRM Administrators are working to finalize the calendar scheduling components and functionality related to progress reports. UCCS users are expected to have access to the tool to begin light testing within the coming weeks.
Procurement Service Center (PSC)
The Procurement Service Center (PSC) implemented Salesforce in June 2022 to support their ticketing services. A high volume system office, the PSC serves all the procurement and supplier needs of the entire CU system. Salesforce allows staff to get out of managing thousands of weekly tickets via email, and instead use Salesforce Service Cloud to more efficiently process incoming tickets, including a self-help knowledge base, and efficient email-to-case processing. The PSC has kicked off work to implement a CTI tool over the coming months. CTI stands for computer telelphony integrations, and it will allow the PSC to take phone calls that directly integrate with CRM, so that staff doesn’t not have to manually search for contacts, log activities, or leave Salesforce to answer calls.
CU Advancement Marketing Cloud Requirements Assessment
The CRM team recently completed requirements gathering for a Marketing Cloud implementation that will be associated with Advancement's Salesforce org, Ascend. This assessment included meeting with key campus stakeholders and communicators to understand business needs and plan toward future state. To learn more about this project, contact the CRM team.