2021 Nominees - Salesforce.org
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2021 Nominees
Excellence in Student Success
Excellence in Institutional Efficiency
2021 Nominees
2021
Nominees
Community Champion Award
Each Summit Award provides an
opportunity to recognize incredible Mark Flanagan Rebecca Joffrey Frank Montoya Carrie Otto
Trailblazers in the Salesforce.
org education community. We
are thrilled to present these College & Career Prep Award
nominations and look forward to
receiving your vote!
Excellence in Recruitment & Admissions Innovation
Dave Perry Excellence in InnovationBabson College
With a fully connected campus driving Babson College’s roadmap
Excellence in and vision, the College embraced the adoption and implementation
Student Success of Advisor Link. Student engagement and success is one of Babson’s
foundational pillars, driving the soft launch of Advisor Link with the
Grad School in January 2020. Recognizing the prospect of a long-
This award will be given to a term virtual educational experience, Babson focused on speeding
college or university that is using an adoption timeline for its Undergraduate advisors for a Fall
Salesforce to impact student 2020 institutional go-live with Advisor Link. Extensive engagement
dashboards now give the College’s leadership teams insight to
success in a positive way.
student/advisor metrics which help drive enhancements and focus
training. Their ongoing efforts dedicated to various applications on the
Salesforce platform are a differentiator for Babson.
CLICK TO VOTE
2021 NomineesExcellence in Student Success
Case Western Reserve University Coventry University
CWRU prioritized a strategic initiative to improve the overall The Student Engagement Program is a Group-wide business
student experience and help all students achieve their change program transforming how students interact with us
greatest potential while also improving retention, satisfaction, to enhance student success and a sense of belonging. The
and graduation rates. Existing systems couldn’t achieve the Coventry University Group mobilized and delivered quick wins
transparency and universal connectivity needed, so the in February and March 2020. This included Live Chat, which
university looked to Salesforce.org Education Cloud for a maintained critical engagement with students and prospective
complete CRM solution. CWRU adopted a “high-touch/high- students during the first lockdown. Since then, the program
tech” approach for leveraging this technology to personalize has delivered organizational change, process change, and
the student experience and engage learners consistently across new functionality to support urgent COVID-19 requirements.
the touch points of their education journey. Through Advisor They’ve introduced new student self-service (e.g. ID card
Link, which provided the foundation for CWRU’s guiding creation), automated communications through Marketing
strategy, 86% of CWRU’s undergraduates were engaged, Cloud, and launched Salesforce Adviser Link to digitally
10,000+ appointments were created, 680 success plans were support students.
developed, and 410 referrals were made within the first year of
In their first year on the new platform, Coventry has engaged
the product’s deployment. With a successful implementation
with students to promote student success through:
in place, CWRU is now continuing to scale and maximize this
resource, even dovetailing functionality for COVID needs. • 275,000 recruitment enquiries
• 96,000 student enquiries
• Over 1 million automated communications
• 66,000 live chats
• Linking the platform to Coventry’s Student Engagement Data to help proactive
engagement with Students
• Implementing and Utilising Mulesoft as a Digital Integration Hub with the
platform to start to bring other data sets including from legacy systems to aid
creation of a 360 degree view of a student
2021 NomineesFlorida State University
The myFSU Service Center launched at Florida State University with the
Excellence in vision of having one university-wide case management solution that
Institutional Efficiency spans all administrative departments to create a seamless, relevant,
and timely experience for our community. Using Salesforce, the FSU
team created a modern, userfriendly experience that is configurable
This award will be given to a college to the needs of their individual administrative departments including
or university that is using Salesforce to student services, human resources, information technology and 20+
other departments and colleges. The Center also streamlined the
increase operational efficiency in one
experience for the community who can now log a single case versus
or more areas of campus (e.g. Central reaching out to separate departments to get answers. The Center
Marcom, Advancement, Corporate averages 15,000 cases a month by more than 600 agents across the
Relations, Faculty & Staff, Digital University.
Infrastructure, Learner Data).
CLICK TO VOTE
2021 NomineesExcellence in Institutional Efficiency
University of Kentucky
The University of Kentucky deployed Salesforce’s Work.com
Ivy Tech Community College to help safely welcome back students, faculty, and staff to its
campus in the fall of 2020. Since 2017, UK has used Salesforce.
In just two short years, Ivy Tech Community College rolled out org Education Cloud to connect all of its departments on a
a system-wide implementation of Tableau, Mulesoft, Marketing single platform to deliver connected experiences. This trusted
Cloud and EDA. The systems used by student support partnership allowed UK to quickly pivot to address the emerging
teams reduced from 11 to a single screen, and thousands pandemic, beginning with a university-wide wellness outreach
of applications that were once manually processed are now campaign in March when it contacted all 30,000 students via
automated with Education Cloud. Ivy Tech consolidated and phone to check in on their mental health and wellness, and
streamlined the application process, moving 14 different share additional resources.
external-facing URLs into a single landing page, increasing UK assessed how it could safely and effectively bring its
the ease of use for students and enabling the college to track community back to campus this past fall semester. It quickly
and manage data much more efficiently. Before Salesforce, assembled a cross-departmental team comprising 500 faculty,
students drove to various different campus locations to staff, and students who worked extensively over three months
pick up and drop off applications for Health Sciences and to create a comprehensive return-to-campus framework,
Nursing. With just 10 clicks, students can now fill out an online outlined in its Playbook for Reinvented Operations. To execute
application with their program and location preferences. If not this strategy and manage its return to campus, the University
admitted to their first choice, Health Sciences and Nursing implemented Work.com solutions that enabled the University to
students are prompted to enroll in the next best-fit program keep their doors open, students safe, and provide some sense
ensuring no student falls through the cracks. of normalcy to the UK community, which garnered national
attention.
“We are using Salesforce’s Work.com solutions as a springboard
for a healthier community, supporting student mental health
and well-being, and preparing our university to handle any
number of future scenarios.”-President Eli Capiluoto
2021 NomineesMark Flanagan
As the Senior Director of IT, Innovation, and Solutions for the Dallas
County Promise (Promise) and now the Chief Technology Officer at
Economic Mobility Systems at the Commit Partnership in Dallas, Mark
Flanagan has helped the Dallas ecosystem build college and career
case management capacity from the inception of effectively managing
a Promise Scholarship. Launched in 2017, the Promise now engages
22,000 high school seniors annually across 57 high schools and a dozen
colleges and universities.
Mark’s leadership has:
• Built, supports & trains schools on the Salesforce-driven Dallas County Promise
Community Platform that extends out into partner institutions
• Helped establish regional blockchain learner credentials w/their partnership with
Champion Award Greenlight Credentials
• Meaningfully demonstrated a data bridge between K-12 & Higher Ed that better
supports students & families, while also establishing operational efficiencies in
This award is given to an individual education
who consistently demonstrates • Guides efforts to model the Dallas County Promise across Texas in Houston, San
thought leadership, innovation Antonio, Fort Worth, and is now beginning to enable more rural areas with college
readiness support guide!
in transparency and inclusive
collaboration, and unparalleled
dedication to the Salesforce Rebecca Joffrey
education community. Rebecca (Becky) Joffrey is a Salesforce MVP and founding officer of
the Salesforce.org Higher Education Advisory Council and has selflessly
provided to the Council and larger higher education Salesforce ohana
for more than 10 years. Becky served as the Primary Investigator on
the Force for Change Grant committee that produced the open source
product, Unity, for the higher education community. Fun fact: Before
CLICK TO VOTE the first official Higher Education Summit in 2013, she hosted the
2012 Higher Ed Chatter Summit while serving as the Director of Career
Development for the Tuck School of Business at Dartmouth. Now, Becky
serves as the IT Innovation Officer at Cornell University, where she has
led the Cornell Student Experience Initiative and other CRM-based
innovations. Before COVID-19 hit, Becky went on a road show to share
and learn from other institutions about all the innovations being done
on the Salesforce platform. She took the best practices and lessons
learned and worked with an amazing group of colleagues to produce the
Salesforce Corporate Relations Trailblazer Guide!
2021 NomineesCommunity Champion Award
Frank Montoya
Frank Montoya is the Salesforce Operations Manager / Product Owner at Arizona State University, where he has
been involved in innovative and trailblazing Salesforce implementations for more than a decade. He has served
on the Salesforce.org Higher Education Advisory Council for five years and is currently in his second year on the
Leadership Team. Additionally, Frank is a co-host of The PodCACHE, where an entertaining duo volunteer their
spare time to interview Salesforce higher education trailblazers and help our ohana learn from others’ journeys.
Carrie Otto
Carrie Otto oversees the business side of Enterprise Salesforce CRM at the University of Minnesota, where
she has embraced the responsibility for creating and fostering institutional strategy across campus for
Salesforce initiatives. She has served on the Salesforce.org Higher Education Advisory Council since 2016,
where she is currently in her third year on the Leadership Team, serving as Vice Chair. Carrie is also a member
of the newly formed Salesforce Student Experience Advisory Council. Carrie’s leadership with Salesforce
at the University of Minnesota began with blazing trails in the implementation of Salesforce for their One
Stop Student Services practice and now continues with other enterprise initiatives. Carrie has been selflessly
serving higher education and the Salesforce ohana for her entire career.
2021 NomineesCherry Creek Public Schools, Career & Innovation in
the Education Services Department
College & Career Cherry Creek School District implemented Salesforce.org Education Cloud
for K-12 to manage work-based learning programs, organize industry partner
Prep Award connections, and provide space for 25,000 secondary students to create
their individual career and academic planning. The district successfully
This award will be given to streamlined a large number of intricacies to create efficiencies for staff, and
successfully track and communicate with partners, students, and families. By
an educational institution or
focusing on the student experience, the team created a more equitable and
system (K-12) using Salesforce to easy to navigate process that helps students build their pathway of purpose
prepare its students for success in education in high school and beyond.
in college and career.
CLICK TO VOTE
2021 NomineesCollege & Career Prep Award Houston Independent School District, San Diego County Office of Education, College Readiness Office of Innovation Houston Independent School District (HISD), the largest SDCOE implemented Education Cloud in the 2019-20 school district in Texas, serves a diverse group of over 200,000 year for data and partnership management for its career read- students--each of whom it aims to holistically support. The iness programs. Using Salesforce created many efficiencies district’s College Readiness department is charged with in tracking data from hundreds of activities and trainings and boosting access to postsecondary education for all students organizing our communications with employers, which allowed across 46 high schools. In 2018, HISD implemented Salesforce our team to quickly pivot to distance learning during the pan- and CoPilot, an AppExchange app for holistic student tracking. demic. Despite the challenges of remote work, our programs HISD creates profiles for each student with recorded notes for 2020-21 have served over 7,000 students and educators from their advisor, sends advising updates to the students across 200+ activities and trainings, a 25% increase from last directly via text messages, and builds dashboards and reports year. Additionally, SDCOE has used the data collected through to ensure that progress is taking place. The district now has Education Cloud to allocate our resources to the regions and a 360-degree view of postsecondary progress and identifies populations that need them most, improving education out- groups of students who are at high risk of not enrolling in comes for our students. college. 2021 Nominees
Southern New Hampshire University
Excellence in Southern New Hampshire University implemented its Admission Portal,
Recruitment & enabling online learners to initiate the admissions process in a self-service
manner. With mobile compatibility and the student experience at the forefront
Admissions Innovation of the design, this intuitive and dynamic portal provides the opportunity
for prospective students to apply, submit documentation, review and easily
identify where they are in the admission process - all at their convenience.
*This award will be given to a college In addition, applicants can chat with an Admission Counselor, access FAQs,
or university that is using Salesforce explore funding options, and receive alerts. In the first year SNHU saw 138,903
in innovative, forward-looking ways applicants log into the portal, 69,354 applications submitted via the portal,
163,852 documents submitted, and the inquiry to application rate decreased
to transform their approach to by 2 days. Overall, the Admission Portal has improved efficiency for university
recruitment and admissions. staff, allowing them to focus on what they do best – providing exceptional
support for our 165,000+ learners.
*Winning submission will be selected
by Salesforce.org
2021 NomineesExcellence in Recruitment &
Admissions Innovation
University of Alabama @ Birmingham, University University of Pittsburgh College of
Relations, Digital Strategy & Marketing Business Administration
UAB’s digital transformation took another step forward in the “Pitt Business Backstory” is a visually dynamic, personalized,
2020-2021 academic year by migrating from a managed and geo-targeted admissions campaign powered by a complex
package for Recruitment & Admissions to an EDA-centric Pardot journey and microsite. This campaign tells a three-
Salesforce.org with Marketing Cloud. UAB partnered with part story of a University of Pittsburgh College of Business
Cloud for Good to implement processes for the entire Administration student’s journey from high school to their first-
Recruitment & Admissions funnel from lead to census day, year of college, through internship and student organization
including: Application Review, Online Application Portal, experiences, and into graduation and their career. Using this
Recruitment & Orientation Events, Live Chat, SMS and content to create complex Pardot journeys has enabled our
more. Their usage of platform-first solutions, enhanced with engagement to rise significantly year after year. As of Academic
AppExchange products, has created a best-in-breed solution Year 2021, the open rate for the Backstory Campaign is over
and approach to recruitment and admission. The solution was 40% across all 7 campaigns. With recruitment rates at an
UAB’s second step in realizing a full connected campus vision, all-time high, it’s clear that Pardot has been instrumental in
following a Marketing Cloud implementation in early 2020. the College’s growth, especially during a time when national
admissions standards are in decline. To date, the College of
Business Administration has netted over 4,650 applications,
250 more than the previous high.
2021 NomineesMassachusetts Institute of Technology
Dave Perry Driven by an initial marketing automation project with Marketing Cloud, MIT
Excellence in Sloan Executive Education (MSEE) underwent a complete digital transforma-
tion with their move to the Salesforce platform for nearly every aspect of MSEE
Innovation business. In partnership with Cloud for Good, MSEE took an innovative and
collaborative approach to this implementation, including the first Commerce
Cloud implementation for Higher Education and integration with Education
Data Architecture (EDA), in-depth integration work with MuleSoft, and the use
*This award will be given to a college of Experience Cloud for coursework engagement.
or university that is using Salesforce to
innovate in one or more areas of the MSEE looked to revolutionize the executive education experience with an
updated e-commerce shopping experience and course sites with access to
institution (Recruitment & Admissions, schedule, faculty bios, course materials and more, all updated in real-time with
Student Success, Advancement, Salesforce data. Participants can now attend courses, view certificates, and
Marketing, Community Engagement, etc). purchase their next course all with the power of Salesforce, helping them reach
their educational goals. This competitive approach to executive education both
reduced times spent on checkout and empowered executive learners with
self-service options through Experience Cloud.
*Winning submission will be selected
by Salesforce.org
2021 NomineesDave Perry Excellence in Innovation
Olivet Nazarene University University of Arizona
Olivet Nazarene University tackled a digital transformation The University of Arizona delivered nine Salesforce-based
initiative to offer tuition-free general education courses online products in just two years. While their early focus has been on
that: students, COVID-19 accelerated the university’s CRM expan-
• Can be accessed at any time and on any device, making courses radically
sion to support virtual and in-person interactions across all
convenient audiences. Their Marketing Cloud, Social Studio, and Events
Management solutions work together to enable stronger en-
• Are self-paced with unlimited homework retakes, lowering the risk for students in
returning to college gagement and collaboration. The University is also blazing the
trail in creating integrated experiences across Salesforce, LMS,
• Delivers course content through myTrailhead for always-on instruction
SIS and other enterprise systems using Salesforce’s Canvas
• Provides a digital campus through Communities with Groups serving as an online framework. Their service desk capability even includes inte-
flipped classroom experience
gration to Amazon Connect for added call center experience
• Extends Education Data Architecture to serve as a Student Information System and quality assurance. Focused work on alumni engagement,
and a Learning Management System
corporate relations, and employees are near-term, next efforts
• Lowers costs for students. on the roadmap.
• Early results prove the model’s success, with a 850% increase in new students
to-date.
2021 Nominees2021 Nominees
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