Client Overview
The client is a leading US-based Ivy League business school. It has consistently ranked among the top business schools in the world, and it offers full-time MBA, doctoral, and many other executive education programs. The school also has a publishing arm that publishes business books, leadership articles, and case studies.
Client Business Challenges
The business school lacked a cohesive CRM strategy, implementation, and governance mechanism. It had disparate CRM systems and tools with multiple versions of student data. Each department had its own databases and tools for collecting and managing key student interactions, which made it difficult to share student information between departments. The use of offline tools was also rampant throughout the school, which led to unstructured, uncorrelated, and unusable data formats. The overall objective of the program was to build a school-wide Salesforce CRM foundation, with the following goals:
- Streamline and automate the CRM process to provide a 360-degree view of student data.
- Share enhanced data across the school in an automated manner while adhering to data privacy standards.
- Adopt a standard platform with supporting tools and technologies to increase internal efficiencies and productivity.
- Foster collaboration within and between the business school departments, peer groups, and constituents.
- Create a consistent and seamless constituent experience by providing a mobile-first experience and access to intuitive reports and dashboards.
Solution Highlights
LTIMindtree built a single school-wide Salesforce organization by leveraging higher education data architecture (HEDA) with the following design considerations:
Secure and Reliable
Granular Control
Automated Feed Process
Collaboration and Multitenancy
Internal and Federal Compliance
Trusted and Best version of Data
Technology Landscape
- Salesforce platform capabilities including Sales Cloud, Service Cloud, and Marketing Cloud.
- Leveraged MBOLTTM, an LTIMindtree tool, for CI/CD deployment process.
- Migration from Salesforce Classic to Lightning Experience.
- Informatica MDM and ETL.
Created Student 360-degree data view with intuitive and transparent reporting and a seamless user experience by using Salesforce Lightning.
Reduced manual intervention by automating data processing and distribution between departments.
Fostered collaboration within the school’s departments, the groups and constituents.
