SalesForce'com at W' P' Carey

1
SalesForce.com at W. P. Carey
. . . and Beyond?

• University Technology Council
• October 7, 2009

2
Brief History

• 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

3
Comparative Experience

• 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

4
Strategy

• 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

5
Results

• Overcame Resistance
• MBA Admissions Dont 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,
  

6
Beyond W. P. Carey

• 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?