The UMass Office of the President UITS CRM team is instrumental in integrating Salesforce CRM for case management and knowledge articles. Their main goal is to develop tailored CRM solutions for System office departments, enabling effective customer interaction management and analysis. They provide community-driven website content, including searchable knowledge articles, as a key service to offer comprehensive guidance to customers.  

Additionally, the group establishes a customer portal for convenient support request monitoring. They also oversee case management through Salesforce Service Cloud, ensuring efficient resolution and customer satisfaction, while modernizing tools and processes with Salesforce and Heroku integration to optimize workflows and enhance productivity across departments. Overall, the CRM group significantly enhances operational efficiency and customer experience through Salesforce CRM implementation. 

Case Management

Support person on a computer. We maintain the Salesforce platform for our internal case management, helping teams manage their work and workflows according to their needs. 

Digital Communication & Collaboration

Digital comments being added to a document.Our team manages a portfolio of enterprise-level communication and collaboration tools used by the Office of the President and across the UMass system, including Dropbox and Slack.

Knowledge Management

A light bulb over a knowledge article.We provide the knowledge management structure and strategy for teams to deliver knowledge articles, frequently asked questions, and other critical support materials to customers.