ASU has been using the Salesforce Marketing Cloud since November 2014. The implementation to date has been focused on replacing more than 13 siloed mass email systems that were in use by various units of the university.
Since bringing the email channel online in November 2014, we have achieved the following:
Why are we storing corporate relations data in Salesforce?
We are storing this data to give more visibility into what each department is doing so that we can work together to strengthen the relationships that all departments in ASU have and improve our individual and collective results.
Can I make my contacts in Salesforce private?
Principle 1: The benefits of access to company and contact information across the university can be maximized only if: (a) corporate relations communications are as open and regular as possible; and (b) all data are visible and available for use by all Salesforce users.
ASU has been using Salesforce Knowledge since 2014, launching the Public Knowledge Base (PKB) on January 14, 2014 and the Authenticated Knowledge Base (AKB) on July 15, 2014. Since launch, we have achieved the following:
ASU has enhanced how students get support. Students now have 24/7 access to personalized help, create and track requests, and search student-centric knowledge articles through My ASU Help.
A few important notes:
To view the students’ My ASU Help experience, watch the video tutorial below.
2013 marked the beginning of ASU’s Service Excellence Initiatives. Through assessments, we learned student service needs and wants were focused on quality of service and delivery, personalized communication standards improving relevancy and timeliness, and greater access to online resources. We researched tools and systems that could elevate these improvements at the enterprise level and decided to move forward with Salesforce.
Salesforce enables ASU to combines process, people and technology to recruit and keep students.
Salesforce is a customer relationship management (CRM) system, which doesn't simply store student data, but captures the relationship between students and the services offered at ASU.
What is Salesforce?
Salesforce is the world's leading customer relationship management (CRM) software and enterprise cloud ecosystem. With Salesforce, ASU can build more meaningful and lasting relationships with our constituents, be they prospects, faculty and staff, parents, students, donors, corporations or alumni. Simply by logging in and starting to use the tool, we can better understand customer wants and needs, identify new opportunities to help and address any problems faster with an overview of every customer interaction.
Vision
To create a comprehensive and connected experience for the constituents we serve.
Mission
To build the software infrastructure needed by the university to meet its immediate and 2020 goals for recruiting, retaining and graduating students; engaging and increasing affinity for the institution among alumni; delivering educational programs and related services for immersion, online and executive education students; achieving our corporate and individual philanthropic targets; and achieving our research revenue growth objectives.
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