We live in a decentralized world; schools, colleges, and units sometimes use the same technology in ways not needed elsewhere at U-M. While targeted solutions often fill a need, they can also put up barriers to collaboration and insights.

At U-M, the Salesforce ecosystem has formed organically. Instances of Salesforce, called organizations, span the spectrums of size, purpose, and support. To help unify knowledge, structure, and process across all of these organizations, some form of centralized resources are needed.

The ITS Salesforce Center of Excellence (SFCOE) is that centralized resource. Mixing targeted project work, expert knowledge for consultations, strong relationships and partnerships, and direct support, the SFCOE fills a long-standing void on campus for which administrators desired central support. SFCOE now provides the ITS Enterprise Salesforce Organization, a centrally-supported Salesforce org for general Constituent Relationship Management (CRM) use as well as potential unit-facing project work for larger solutions. The ITS Enterprise Salesforce Org provides institutionally-sourced data with regular updates, ongoing support, and governance.

This presentation will discuss the broad needs campus has for effectively using Salesforce, how the ITS Enterprise Salesforce Organization is helping improve existing uses of Salesforce, bringing in new use cases, and responding to varied and unique needs on the platform. A cross-campus group will discuss past and ongoing projects, the value of consultative work, and how the future of the Center of Excellence can benefit all campuses.

Presenters: Larry Chaffee, David Schmitke, Ann Tuttle, and Alissa Talley-Pixley | ITS