eComm/Pharmacy Support Transition

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Every day, communicators throughout the CU System rely on eComm to build and strengthen relationships with their constituents, including students, alumni, donors, faculty, and staff. An integral component of these efforts is technology support to ensure that Salesforce, Marketing, Cloud and Cvent work in concert with one another and with minimal technical disruption.

Why?
WHAT & WHY

The eComm/Pharmacy Support Transition will migrate ongoing support and billing for Salesforce (CRM03), Marketing Cloud (MC03), and Cvent environments from the CU Boulder Web and Enterprise CRM team to the UIS CRM team. As CRM-related initiatives have continued to grow across CU, teams supporting this work are continuing to assess where support for enterprise-wide activities is best housed. Aligning CRM03, MC03, and Cvent with other CRM-related initiatives in UIS will allow for increased strategy, enhanced knowledge sharing and alignment, and potential cost savings and transparency related to enterprise contract management.

 

When?
WHEN

The teams intend to transition eComm/Pharmacy services by June 30, 2022. The transition will occur in three phases. Phase one will involve planning for the transition and identifying work that will occur to complete it successfully. Phase two will involve information gathering, documentation, and training. Phase three will be a warranty period during which UIS CRM will manage the eComm/Pharmacy applications but will still have support from the CU Boulder Web and Enterprise CRM team if needed.

 

 

How?
HOW

Since the three primary eComm/Pharmacy applications are cloud-based, a “lift and shift” approach will guide the transition. The CU Boulder Web and Enterprise CRM team will partner with both the eComm/Pharmacy teams and the UIS CRM team to ensure that the transition approach is collaborative and strategic while occurring with no anticipated disruption of service for eComm/Pharmacy users.

 

 

Impact?
IMPACT

The support transition will not impact the day-to-day workflows of eComm/Pharmacy users nor the availability of applications and resources. Existing support processes will remain in place for end users and eComm specialists. Learn more about the transition details on the FAQ tab.

TIMELINE

The teams intend to fully transition the eComm/Pharmacy services by June 30, 2022.*

The transition will occur in three phases.

Phase One
Planning 

  • CU Boulder and UIS teams determine intent to transition by end of FY22
  • eComm team develops transition timeline (including training, communications, and documentation needs)
  • eComm team develops communication plan and transition website
  • eComm team identifies customers and stakeholders for communication

Phase Two
Information/Documentation Gathering & Training

  • CU Boulder Web and Enterprise CRM team provides documentation on key elements of the existing support infrastructure
  • CU Boulder Web and Enterprise CRM team provides training to identified team members on the eComm and UIS CRM teams with the goal of transitioning support for each as the training is completed
  • CU Boulder and CU System financial and budgeting teams will work with the eComm and CU Boulder Web and Enterprise CRM teams to develop a plan to transition the eComm/Pharmacy budgets and billing cycles to UIS 

Phase Three
Warranty Period and Implementation of Financial Structure

  • Warranty period for key technology and support
  • Implementation of budget and billing processes in UIS

*Given the complexity and contracts associated with eComm/Pharmacy, some financial components may take longer to transition; this website will be updated appropriately as Phase One progresses.

PROGRESS

Coming in April 2022:

  • Service warranty period begins in UIS
  • Initial communication to stakeholder groups
  • Development of forecasting model for eComm and Cvent user fees through FY25
  • Development of ongoing communication plan with campus budget stakeholders
  • Announcement of FY23 eComm and Cvent user fee
  • Finalize MOU between UIS and CU Boulder for complete transition of service
  • Finalize MOU between UIS and CU Boulder for management of CRM01 Cvent users

Completed in March 2022:

  • Knowledge transfer regarding:
    • Cvent duplicate management and merging process
    • Draft governance model
    • Email preference additions and changes
    • FTP administration
    • IER archival process
    • Integration management
    • Marketing Cloud connector administration
    • MC03 to MC01 global email out out process
    • PharmCAS management and configuration
    • Pharmacy duplicate management and merging
    • Pharmacy jounrney administration
    • Pharmacy RFI form
    • Playable administration
    • Sandbox creation and management

Completed in February 2022:

  • Launched UIS initiative to assist in managing the transition and to ensure that proper support is available
  • Provisioned key support team members in additional applications
  • Began conversations with UIS and CU Boulder budget teams
  • Knowledge transfer regarding:
    • Apsona administration
    • Business unit administration
    • GeoPointe administration
    • Email preference deletion
    • Form Assembly administration

FAQ

While we do our best to anticipate all of the questions you might ask, we recognize that we likely did not capture all of them. If you have a question or concern not addressed below, please reach out to us for assistance.

General

What kinds of communications are planned to keep us informed about the transition?

We're planning to send weekly email updates to the individuals identified on the stakeholders tab. We'll also provide updates on work completed each week on the progress tab. Interested in receiving updates about the support transition? Let us know.

Will there be an impact to negotiations with vendors?

Given that relationships with and management of vendors is ongoing, the CU Boulder Web and Enterprise CRM team will partner with the eComm/Pharmacy and UIS CRM teams for remaining negotiations that occur in FY22. 

  • Salesforce Marketing Cloud Contract: Renews annually on 7/1; negotiations typically occur during April/May
  • Cvent Contract: Existing contract currently under negotiation for renewal with 18-month expiry on 6/30/23

The CU Boulder Web and Enterprise CRM team will assist with negotiations based on previous vendor experience with an eye toward optimizing an enterprise approach that brings value to CU. Current negotiations as well as those into the future will occur with a wide-lens approach of CRM and event management initiatives across the enterprise with the hope that a more strategic negotiation approach will result in cost savings and enhanced vendor performance.

How does this transition relate to work associated with NextGen and other CRM-related initiatives?

Work occurring for NextGen and other CRM-related initiatives is taking place in different orgs, so the support transition will not impact those groups. We are, however, having conversations about how all of these initiatives intersect so that we can continue to plan strategically for the future.

When will we have more information about support model changes associated with the transition?

From the eComm/Pharmacy user level through the eComm specialist level, there will be no changes to the existing support model. Users will still work primarily with their eComm specialist, who will escalate unresolved issues to the System eComm team. When needed, the System team will work with the UIS team toward a resolution.

What is the eComm roadmap for the future?

We've been keeping a list of desired enhancements based on feedback from our users and eComm specialists. Beginning in April 2022, we will revisit our backlog of requests to prioritize work for FY23. Once a roadmap has been agreed to, we'll share it on the eComm website and in communications to users and stakeholders.

What kind of support can I expect from the UIS CRM team?

This UIS CRM team is highly skilled in all eComm/Pharmacy applications. The support we expect to receive will be commensurate with the support we've had in the past, although we hope that additional full-time staffing resources will allow us to work toward our desired future state while continuing to address day-to-day issues as they arise.

Budget and Billing

Will the eComm user fee change based on the support transition?

The support transition will include a full analysis of the existing budget and charge-back model. Since negotiations with vendors for annual contracts are ongoing, there is always a possibility that rates will change despite CU's negotiation efforts. We are hopeful, however, that rates will not increase for FY23. We will have more information about rate changes soon and will update this website as that information becomes available.

When will we know about the eComm user fee rate for FY23?

We should have a fairly good idea of FY23 rates in April/May 2022 and will communicate with campus budget teams accordingly.

How will the eComm user fee be communicated to the campuses?

The UIS budget team will be conducting a full process assessment as part of the support transition, including the need for ongoing communication with the campuses. We recognize that the campuses have requested improved communication regarding budget and rate setting, and that request is a priority that will be addressed during the transition.

What changes should we expect with the annual billing cycle?

We'll be making decisions regarding changes to the annual billing cycle in spring 2022 and will post additional information here as decisions are reached.

Technology / Applications

Will there be any scheduled downtime associated with the transition?

We do not expect that any scheduled downtime will be needed as part of the transition.

Will my login information change?

No. We do not expect that any login changes will occur as part of the transition.

Will there be any changes to existing functionality?

No. All functionality as users experience it today will remain available.

CU Boulder CRM01/MC01 Users

I am a CRM01/MC01 user at CU Boulder, and I also use Cvent. Will I still be able to access Cvent with this transition?

Yes. Although we are still addressing specific details associated with CRM01/MC01 Cvent users, they will not lose access to Cvent functionality.

If I have a support question about Cvent after the transition, how will it be addressed?

We'll provide more information about the support model as the transition progresses, but CRM01/MC01 Cvent users will still work with their eComm specialist to address issues.

TRANSITION TEAM

Questions about the work taking place for the eComm/Pharmacy support transition? Please contact us for assistance.

Jeff Benn
Jeff Benn

Assistant Director of CRM, University of Colorado System

 

 

 

Aisha Jackson
Aisha Jackson

Assistant Vice Provost and Assistant Vice Chancellor for Academic Technologies and Student Success, University of Colorado Boulder

 

 

 

Jen Mortensen
Jennifer Mortensen

Associate Director of Electronic Communication, University of Colorado System

 

 

 

Daniel Robert
Daniel Robert

Associate Director, Enterprise Web & CRM, University of Colorado Boulder

STAKEHOLDERS

While the support transition will not change the day-to-day experience for eComm/Pharmacy users, we are cognizant that there are many key teams and individuals involved in the transition. We'll be providing weekly updates to the teams and individuals below to ensure we're accounting for all elements of the work.

Primary Teams

  • CU System eComm Team
  • CU Anschutz School of Pharmacy Team
  • CU Boulder Web and Enterprise CRM Team
  • CU System UIS CRM Team

Secondary Teams

  • CU System UIS Service Strategy and Service Delivery Teams
  • Campus eComm Specialists
  • Selected eComm/Campus Stakeholders
  • CU Boulder and CU System Financial Teams

For a campus breakdown of the individuals involved in the transition, expand the sections below.

Advancement

  • Jason Hunter, CIO and Associate Vice President
  • Katie Theiler, Digital Marketing Manager

Anschutz

  • Shannon Hopkins, Strategic Communications Specialist
  • Kiley Kudrna, Communications Specialist
  • Ryan Nisogi, Assistant Vice Chancellor of Marketing and Communications
  • Justin Rowe, Senior Recruiting Strategist
  • Christopher Smith, Vice Chancellor, Information Strategy and Services
  • Jason Thomas, Strategic Communications Manager
  • Lori Westerman, Director of Marketing

Boulder

  • Amber Barlett, eCommunications Professional
  • Tracy Berger, Business Analyst
  • Lisa Carr, CRM Program Manager
  • Erin Frazier, Assistant Vice Chancellor of Constituent Engagement
  • Sravanth Gampa, eCommunications Professional
  • Rebecca Lankford, DevOps Manager 
  • Jon Leslie, Senior Associate Vice Chancellor of Strategic Communications and Chief Communications Officer
  • Christopher Littlefield, Sr CRM Analyst
  • Tom Needy, Sr. E-Communications Manager
  • Jessica Raab, Associate Director of Engagement Management
  • Sarah Rhode, Finance Analyst
  • Marin Stanek, Sr. Associate Vice Chancellor for IT and CIO

Colorado Springs

  • Kayla Gronseth Boyer, ​​eComm Program Manager
  • Josh Husman, Development Coordinator
  • Harper Johnson, Assistant Vice Chancellor for Technology and Human Resources
  • Eric Nissen, Associate Director, Marketing and eCommunication

Denver

  • Karen Klimczak, Assistant Vice Chancellor, Marketing and Brand
  • Laura Morris, Associate Vice Chancellor and Chief Information Officer
  • Gordy Sauer, Director of Executive Communications
  • (Vacant) eComm Specialist

System

  • Ridawn Cummings, Senior Director
  • Marc Donohue, Salesforce Online Program Administrator
  • Claire Hamilton, Web Marketing Analyst
  • Joanna Iturbe, Enterprise CRM Director
  • Melanie Jones, eComm Training Manager
  • Aaron Mansfield, Assistant Vice President, IT Service Strategy
  • Scott Munson, CIO and Associate Vice President
  • Paula Ramirez, Assistant Director of Business Services
  • Milap Sharma, Assistant Vice President Of Service Delivery
  • Daniella Torres, eComm Data Analyst