Client and Need

  • Fully-accredited online university
  • Increase student satisfaction, retention, and operational efficiency
  • CRM tool selection and implementation of CRM solution, to accurately track the student lifecycle and integrate with existing systems


  • Delivered a complete business case, Total Cost of Ownership analysis, and platform recommendation
  • Designed a custom Salesforce environment and adoption plan for multiple JIU departments
  • Implemented a custom Salesforce environment to handle potential and current students, using CTI integration; e-signature integration; integration with ExactTarget; integrations with the legacy student information system; integrations using SSIS; multiple AppExchange applications for texting capabilities and data deduplication

Value Added

  • RFI, Fit/Gap matrix, vendor scoring matrix, demo assessments, demo script, and TCO & ROI worksheets
  • Final package for the JIU board including a vendor assessment, business case, and platform recommendation
  • Salesforce Service Console with Call Center that allowed employees to easily navigate records, identify at risk students, and better prioritize their day
  • A custom portal solution for current and potential students, with custom security and a one-stop-shop to access courses, grades, and other JIU related material
  • Integration with the legacy student information system to provide synchronization between departments