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. 

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Case Management

We maintain the Salesforce platform for our internal case management and knowledge articles, helping teams manage their work and workflows according to their needs. 

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Knowledge management strategy

Learn how to build, maintain and expand your website, social media channel and more successfully.

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Applications & Software

Our team manages a portfolio of enterprise-level communication and collaboration tools used by the Office of the President and across the UMass system.