An important part of a University’s student success strategy is the ability to create simple, intuitive online experiences. Cornell will share how they have used Communities to on-board new students and make it easier to navigate the resources of the university. Their engagement platforms—which are social on the front end and “big data” on the back end—are a critical addition to any CRM strategy and the building blocks for outstanding customer service. Who Should Attend: Marketing, Strategic Enrollment, Student Services, Student Affairs, Recruitment, and Alumni Relations leaders Speakers: Rebecca Joffrey, Director of Interactive Services, Cornell University Sandra Sanvido, Senior Director of Product Marketing of Higher Education, Salesforce.com Foundation - Moderator

1. Cornell Redefines the
Student Experience Using
Communities
Oct 23, 2014

2. Featured Presenters
Rebecca Joffrey
Director, Interactive Services
Cornell University
Sandra Sanvido
Sr. Director, HE Marketing
Salesforce Foundation

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& CRM
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2011, 2012, 2013,
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#1
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Market Leader:
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5. 1-1-1 Model adopted by:
sharethemodel.org
Celebrating 15 Years of Giving Back
680K+ $68M+ 23K+
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6. Become a Connected Campus: Put Your Students at the Center
360° student view
Marketing
Communications
Student Success
Recruitment
Advancement
Community
Engagement

7. Higher Education Involves a Complex Ecosystem
Faculty
Administrators
Students
Staff
Donors
Prospect
Alumni
Parents
Corporations

8. Today’s Approaches Have Limited Appeal
Legacy Customer Portals
One-to-one
Transactional data
disconnected from social
Social Point Solutions
Many-to-many
-OR-Social
disconnected from transactional data

9. Communities Extend the Value of Portals
Current Portals
Social
Intelligence
Branding &
Customization
Social
Collaboration
Business
Process
Integration
Mobile
Access
Security &
Reliability

10. A Single Platform for Every Kind of Engagement
SOCIAL MOBILE BRANDED BUSINESS
INTEGRATED
RELIABLE
Site.com
Visualforce
Themes
COMMUNITIES
Optimized Pages
Hybrid App
Mobile SDK
Q&A
Chatter
Ideas
CRM Data
Operational Data
Engagement
Secure
Scalable
Unified Platform

11. for Applicants for Students for Alumni for Staff & Faculty
Marketing &
Communications
Online Application
Application Task
Management
One Stop Shop
Coursework
Collaboration
Career Services
Event Marketing
Online Donations
Networking
Social Intranet
Case Management
Cross-departmental
Collaboration

12. Redefining the
Student Experience
Rebecca Joffrey
Cornell University
@rebeccajoffrey

14. Service Problem #1: Email
*Torrey Jacobs from Cornell University gets credit for this slide

15. Service Problem #2: Personal but not Scalable

16. Service Problem #3: Scalable but not Personal

17. Goal: Personal, Scalable Service…for Everyone, All the
Time
Community and Collaboration
One Student, One Message at a Time

18. Key To Success: Solve the “Customer’s” Problem vs. Staff
STUDENT’S

19. Mobile
360° student view
Communicate more
effectively
Ensure student
Recruit the right
students
success
Raise
more funds
Real-Time Data
Social
CRM gives you a 360°view of each student

20. Communities gives students a 360°view of the University
Save time
reading email Find relevant
information
Take the right classes
Social
Mobile
Real-Time Data
Discover career
options
Figure out
deadlines
Graduate
on time
Get support
when needed
See what’s
going on
360° university view
CORNELL

21. Product 1: New Student On-boarding
Use community to get students excited about coming to Cornell

28. The Information Model for On-boarding

29. A Communities Model for On-boarding
College of Agriculture & Life Sciences

30. College of Agriculture
& Life Sciences
Engineering
School of Hotel
Administration
A Communities Model for On-boarding

42. Product 2: Student Resource Center
Make it easy for students to navigate the resources of the University

44. Student Communities Starter Pack
Enable. Connect. Accelerate. Succeed.

45. A social front end with a big data back end
*infograph is from periodiCALS, vol. 4, issue 1, 2014
THE WAVE Track
EXACT TARGET
Collaborate
CHATTER
Guide & Assist