Time: 1:00 p.m. to 1:50 p.m.
Track: Transformations & Implementations
Audience: General Audience
Format: Lecture style
The presentation will outline how TRSM students interact with Salesforce to support their university experience, from recruitment to post graduation, and how it enables staff to effectively assist students, keep track of records and organize tasks.
Recruitment: During the recruitment process, staff are able to update leads to new applicants and then create student records with contacts. When a student accepts their offer to the Ted Rogers School of Management, they’re invited to the new student orientation through Marketing Cloud, and can register for various events and orientation sessions through the use of Blackthorn, the event management system.
Student Support: Salesforce supports students through the ability to instantly book appointments with various departments (i.e. Student Advising) online by leveraging SUMO Scheduler, the appointment automation system. If students have any questions, they can get fast access to information any time from our Business Career Hub and Fit For Business chatbots, or connect with live agents during business hours for personalized assistance. Additionally, through case management used by Student Advising and the Business Career Hub, staff are able to efficiently help student support requests by viewing their full student profile and case history all in one place.
Events: Students are able to view event information and register through the event management system, Blackthorn. Attendance is recorded to assist staff in tracking student engagement, planning and substantiating funding. Events include the Business Career Hub’s bootcamps, which teaches students industry-relevant technical skills. Alternatively, students can also access Hub Digital (Salesforce trailhead) to help them learn at their own pace and according to their schedule.
Communication: Marketing Cloud enables staff to send personalized information to students through targeted email blasts. In addition, weekly newsletters are sent to students to keep them updated with program information and upcoming events. Click rate and open rate metrics help staff understand engagement and use the data to further enhance communications.
Co-op: Salesforce allows Business Career Hub staff to track co-op requirements, send career-related updates to students and manage cases from students on work term.
Data: By leveraging the data from Salesforce, TRSM was able to build Hub360 which provides students and co-op employers a live, interactive, at-a-glance view of the support the Business Career Hub provides to students and the success rates of the co-op program. Similarly, FFB 360 highlights the program's recognized initiatives, and student engagement.
Graduation and Post Graduation: Students also use Blackthorn to register for graduation celebrations. After graduating, TRSM uses Marketing Cloud to maintain alumni engagement and communication.
Presenter: Lauren Di Mambro, Toronto Metropolitan University: Ted Rogers School of Management
Lauren Di Mambro has over 15 years of IT experience in both the public and private sectors. They joined the Ted Rogers School of Management (TRSM) at Toronto Metropolitan University in 2017 and has been at the helm since 2019. When the pandemic began, and reliance on technology became even more important, Lauren was able to quickly highlight deficiencies and adapt to the new, ever-changing normal. With a focus on client service, data governance and employee wellness, Lauren believes in a holistic, proactive approach to technology services. During the pandemic, Lauren hired a team of students to provide bookable in-class technical assistance for remote classes. Available only to TRSM faculty, over 500 classes were provided assistance, allowing for faculty and students to focus on the message rather than the medium. Lauren has consulted on instructional technology strategies for TRSM and central Toronto Metropolitan University, including the piloting of the university's first HyFlex classrooms. They expanded the already robust technology support help desk at the Ted Rogers School of Management to include student technical services. This service ensures all students can access necessary course software and provides hardware to students in need. Additionally, Lauren has been instrumental in the implementation and overseeing of Salesforce at the Ted Rogers School of Management. Salesforce has connected departments, students and staff alike as well as captured and transformed the student journey, from recruitment to alumni management. In their spare time, Lauren enjoys playing guitar, solving crossword puzzles and being bullied by their toddler.