Risk Management in Planning CRM Implementation
Risk Management in Planning CRM Implementation A Cautionary Tale
Introductions Siobhan Venman Manager of Recruitment, Salesforce Administrator Colorado State University Online
Jordan Schroeder Application and Database Developer Colorado State University Online
Trevor Eyden Manager of Student Engagement Colorado State University Online
Outline • History • Pre-implementation • The implementation team • Our story • Lessons learned/recommendations • Questions
Pre-Implementation • System limitations • • • • •
Automation Marketing integration Customization Technical support System limits
• Choosing a vendor
The Implementation Team • Siobhan • Trevor • Jordan • Steve • Matt
System Administrator Backup Administrator Developer IT Web developer
Our Timeline
Go-Live Requirements • Data migration • Contacts • Lifecycle • Cases
• • • • • •
Customizing the interface Use cases Forms Templates Workflows End user training
Go-Live Attempts • September 29th – system not configured • October 28th – email delivery issues • November 5th – business process wasn’t working • November 12th – actual go-live date
Go-Live Timeline
Go-Live: November 12, 2014 Off to a rough start…
Go-Live: November 12, 2014 Overall, things were going smoothly
What Went Well? • Data migration • Data validation • Workflow testing • Reengaging students • Small working group • User adoption • The team rallied
Post Go-Live Issues • Email drip campaign • Email response rules • Template verbiage • Editing templates • New templates drafted • User adoption issues
• Owners not assigned • Web forms • Formal processes not established for launching new programs
Lessons Learned/Recommendations • Have a well defined business process—and stick to it • Have a full understanding of system capabilities • Spread the knowledge:
Lessons Learned/Recommendations • Evaluate 3rd party vendors • Determine the most valuable conferences • Time and resource requirements • Project manager • User permissions • Test, test, and test some more! • Change one thing at a time
Additional Considerations • Helpful to have dedicated IT resources • Long-term system support resources • Available support • The timing of go-live • Document the process
Questions?
Thank You! Siobhan Venman 970-492-4718 [email protected]
Introductions Siobhan Venman Manager of Recruitment, Salesforce Administrator Colorado State University Online
Jordan Schroeder Application and Database Developer Colorado State University Online
Trevor Eyden Manager of Student Engagement Colorado State University Online
Outline • History • Pre-implementation • The implementation team • Our story • Lessons learned/recommendations • Questions
Pre-Implementation • System limitations • • • • •
Automation Marketing integration Customization Technical support System limits
• Choosing a vendor
The Implementation Team • Siobhan • Trevor • Jordan • Steve • Matt
System Administrator Backup Administrator Developer IT Web developer
Our Timeline
Go-Live Requirements • Data migration • Contacts • Lifecycle • Cases
• • • • • •
Customizing the interface Use cases Forms Templates Workflows End user training
Go-Live Attempts • September 29th – system not configured • October 28th – email delivery issues • November 5th – business process wasn’t working • November 12th – actual go-live date
Go-Live Timeline
Go-Live: November 12, 2014 Off to a rough start…
Go-Live: November 12, 2014 Overall, things were going smoothly
What Went Well? • Data migration • Data validation • Workflow testing • Reengaging students • Small working group • User adoption • The team rallied
Post Go-Live Issues • Email drip campaign • Email response rules • Template verbiage • Editing templates • New templates drafted • User adoption issues
• Owners not assigned • Web forms • Formal processes not established for launching new programs
Lessons Learned/Recommendations • Have a well defined business process—and stick to it • Have a full understanding of system capabilities • Spread the knowledge:
Lessons Learned/Recommendations • Evaluate 3rd party vendors • Determine the most valuable conferences • Time and resource requirements • Project manager • User permissions • Test, test, and test some more! • Change one thing at a time
Additional Considerations • Helpful to have dedicated IT resources • Long-term system support resources • Available support • The timing of go-live • Document the process
Questions?
Thank You! Siobhan Venman 970-492-4718 [email protected]
