Roadmap

This phase focused on setting the foundation for success by conducting a return-on-investment analysis and establishing key program structures. These initial steps were crucial for ensuring that CU Boulder was well-positioned for the strategic rollout of Salesforce Education Cloud.

Pre-Discovery 

Summer 2023 (Completed) 

A consulting partner was engaged to evaluate the CRM landscape at CU Boulder. Deliverables included:

• Documented CRM and Web Strategic Vision and Goals, CU Boulder’s CRM Current State, and key elements of the CRM and Web solution (CRM and Data Model, Web, Governance, and Team Structure)
• Strategic vision, project goals, guiding principles, key value drivers, and objectives key results (OKRs), all informed by stakeholder interviews and vision workshops
• Current pain points, existing and preferred capabilities identified during stakeholder interviews, technical demonstrations, document research, and observations that would drive value for CU Boulder

Fall 2023 (Completed)

Working with consulting partners, CU Boulder produced the roadmap of ideal state including:

• Suggested CRM architecture and data model strategy and the related solutions that will enable its associated capabilities
• Selected Core CRM technology (Salesforce Education Cloud)
• Suggested web strategy and related solutions that will enable its associated capabilities
• Suggested governance model including guidelines that aim to support CU Boulder’s future goals
• CU Boulder’s Executive Leadership approved the vision for a new CRM strategy: Learner Lifecycle CRM

Discovery

Summer 2024 (Completed) 

• Core requirements documented with key business groups in CU Boulder Online
• CU Boulder, with UIS and Salesforce technical architect, determined the best architecture configuration to achieve the desired agility and scalability for the Core CRM 

Fall 2024 (Completed) 

• Expanded core requirements and added new business needs based on updated CU Boulder Online and Continuing Education process maps
• Identified over 300 unique requirements for the request for proposal (RFP), enabling vendors to provide more accurate quotes
• RFP ready to be processed
• Approval to proceed has been granted

Summer/Fall 2025 (Completed)

• Launch RFP and select implementation partner
• Engage implementation partner to complete Discovery for Phase 1

This phase includes implementation of a core set of out-of-the-box Salesforce Education Cloud features, along with integrated data systems. This foundational setup, known as Core CRM, will enable scalability as we begin onboarding learners and supporting business units, ensuring a robust and flexible CRM infrastructure.

Core and Foundational Functionality

• Implement foundational Education Cloud for CU Boulder undergraduates, Continuing Education and online learners
• Establish the CRM05 core and align Education Cloud data models
• Configure core learner-lifecycle functionality and prepare the Student Success Portal for early adopters
• Create a scalable framework for future unit onboarding

Retire Legacy Salesforce (Buff Portal Advising)

• Review existing Buff Portal Advising (CRM01) features to determine what will be rebuilt, replaced, or retired
• Retire the current Buff Portal Advising (CRM01) system and transitions essential functionality to Education Cloud
• Coordinate transition planning with Student Success, Buff Info, and Parking & Transportation Services
• Ensure a safe migration that avoids service disruption for current students

Establish new Data Cloud & Marketing Cloud Instances

• Establish new Data Cloud and Marketing Cloud instances aligned with CRM05
• Plan the retirement of Marketing Cloud elements tied to CRM01
• Configure core capabilities, including contacts, campaigns, journeys, and RFIs
• Deliver a modern marketing automation platform supporting prospective, current, and returning learners

Conduct in-depth discovery to prepare for Phase 2

These phases will scale the CRM solution to different learner populations in a strategic, phased approach. Initially, we will focus on undergraduate, Continuing Education and Online learners, followed in these phases by graduate students and Leeds School students. This phased approach ensures a manageable and effective expansion of the CRM's reach.

• Further fleshing out of requirements for additional development for the undergraduate population
• Expanding adoption across campus services
• Deploy Education Cloud solutions to Graduate School and Leeds segments and their students.
• Case management and self-service features of enhanced support capabilities

The final phase will introduce advanced features and capabilities, enhancing the CRM’s functionality to meet the evolving needs of CU Boulder and further supporting its long-term strategic goals.

• Enhance foundational communications across student population through omni-channel features
• Deploy more advanced predictive analytics and automation
• Launch advanced marketing and communications capabilities
• Launch AI capabilities