Members of the Ross leadership team made the decision in October to transition to Salesforce, the world’s leading customer relationship management software. The move will be a collaborative effort among several Ross departments and Tondro Consulting, a Salesforce-dedicated development agency; the first phase is anticipated to be completed by February 2023.
Allison McConnell, Senior Vice President of Admissions, answers in more detail what the project means for Ross employees, the impact it will have on department operations, and the improvements it will bring to the student journey.
How will the new Salesforce platform change the way Ross operates?
Ross acknowledges the pace at which technology is evolving in higher education and how traditional methods limit access for our students. The partnership with Salesforce will allow us to modernize our student experience by connecting with our students in new and exciting ways. Ross will deploy unique analytics, communication, and planning tools to anticipate students’ needs and customize communication.
What will be the main benefits of moving to Salesforce?
The investment in Salesforce is the latest example of Ross’s commitment to uniting historically-siloed workflows and creating a student-centric environment for staff and students. The Ross admissions team understands that our students, like most consumers, expect personalized interaction and a variety of ways to access information. The student experience encompasses every aspect of Ross, from how we communicate with our students to the resources and support we provide them. We’ll utilize Salesforce to eliminate unnecessary friction and modify outreach to meet the students where they are at.
When will the Salesforce project be completed?
The design and implementation of the platform will be completed as a multi-phase project. The first phase will offer a unified interface for Admissions, Financial Aid, and Career Services to collaborate and better guide the student’s journey. The project’s second phase is geared toward Student Services and creating equitable support across our residential, hybrid, and online learning communities.
Which departments are going to be affected by the change and what does this mean for employees?
The Admissions, Financial Aid, and Career Service staff will engage in the first phase integration, beginning January 2023. The implementation process will offer many opportunities for the staff within these departments to familiarize themselves with the system, engage in training, and provide feedback. The Student Service staff will be involved in the second phase, which is slated for the later part of 2023. It’s important that we are patient with ourselves and the system as we become familiar with Salesforce. Customizing the platform to meet the needs of each department will require time to develop. Everyone should expect the basic functionality on day one but optimization will continue as we work within the system.