IU Online Newsletter - May 18, 2016
Salesforce putting the “relationship” into customer management
In collaboration with University Student Services and Systems (USSS), IUPUI Enrollment Management, and University Information Technology Services (UITS), the Office of Online Education (OOE) has adopted Salesforce as the customer relationship management (CRM) system it will use to establish, build, and maintain relationships with prospective and current online students at Indiana University and to track performance.
OOE will use this CRM as the foundation for providing continuity of service to IU’s online students. Every person who indicates an interest in IU’s online programs is entered into Salesforce, along with his or her program or programs of interest. Each entry generates an automated email to the campus department that administers the program or programs, allowing the campus to immediately engage with the prospective student.
In the near future, the UITS contact center will also begin using Salesforce to capture information from people who call, email, or chat with the contact center about online opportunities.
Soon-to-be implemented features will enable OOE to implement marketing campaigns and send email blasts to prospective online students on behalf of the campuses.
In addition, Salesforce will play an integral role in helping OOE manage the response to an extensive five-state IU Online marketing campaign that will run from mid-April to September.