Strategy [1]
The University of Colorado's university-wide eComm platform ensures a personalized, constituent-centered approach that maximizes the university's ability to use data to support engagement strategies. eComm fosters collaboration, cost-effectiveness, and efficiency as it moves toward a shared technology architecture and common data platform.
The CU eComm program offers CU schools, colleges, units and departments a unified platform for electronic communications with alumni, donors, parents and friends via a suite of web-based tools: Salesforce, Marketing Cloud, and Cvent.
eComm’s email marketing and event management tools for CU communicators integrate with CU's source systems of more than 1.5 million records. This integration creates customized, targeted and engaging communications that capture valuable data in a dynamic and secure environment.
eComm provides a single, centralized environment for CU constituents to update their contact information, register for events, donate to CU and identify communication preferences. By increasing the quality, currency and accuracy of constituent data, CU can enhance engagement with its audiences while adhering to CAN-SPAM legislation and saving money.
| CU SYSTEM, UNIVERSITY INFORMATION SERVICES | contact@cu.edu [2] | |||
 Megan Harris [3] Senior eComm Program Success Analyst |
 Melanie Jones [4] Training & Enablement Lead |
 Lauren Galena [5] Senior eComm Analyst |
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| CU ADVANCEMENT | |||
 Serwaa Adu-Tutu [6] e-Communications Manager |
 Maddie Taylor [7] Digital Marketing Specialist |
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| CU ANSCHUTZ | ecomm@cuanschutz.edu [8] | |||
 Nicole Lawrence [9] Director of Digital Communications |
 Kelly Miller [10] Digital Communications Manager |
 Hannah Schlueter [11] Digital Communications Specialist |
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| CU BOULDER, STRATEGIC RELATIONS | eComm-BUG@colorado.edu [12] | |||
 Erin Frazier [13] Assistant Vice Chancellor of Constituent Engagement |
 Lissa Cordova [14] eCommunications Director of Constituent Experience and Technology |
 Nicole Janosi [15] eCommunications Specialist |
Rainier Lolly [16] |
| CU BOULDER ALUMNI ASSOCIATION | |||
 Tom Needy [17] Senior Marketing Operations Strategist Advancement Marketing and Communications |
 Thomas Sloan [18] Marketing Project Manager, Office of Advancement |
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| CU COLORADO SPRINGS | |||
 Eric Nissen [19] Director, Marketing and eCommunication |
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| CU DENVER | |||
 Emilia Covault [20] Admin Support Specialist |
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| CU SYSTEM, UNIVERSITY INFORMATION SERVICES | |||
 Jennifer Mortensen Director of CRM |
 Jeff Benn Assistant Director of CRM |
 Daniella Torres Senior Salesforce Administrator |
 Nonie Roberts Senior Marketing Cloud Administrator |
The goal of the governance/roadmapping model is to ensure that the eComm program continues to grow and develop in a manner that serves both the enterprise and the campuses/system/advancement while understanding that these objectives do not always align.
- An annual goal setting meeting will occur with each campus team (managers of electronic communication, or MECs) after which shared goals will be identified.
- The Advisory Committee will discuss goals that are not in alignment and make a recommendation to the Steering Committee for prioritization.
- Quarterly meetings will ensure we remain transparent and on track.
View Diagram [22]
Given the complexities of running a system-wide eCommunication program, policies and guidance documents support our efforts. The content in each of these policies is directly related to the eComm User Agreement that each user of Salesforce, Marketing Cloud, and Cvent agrees to before accessing the platform.
APS 6002: Electronic Communications
APS 6002 [23] establishes electronic communication as the official means of communication and related parameters for use. Electronic communication includes email, text messaging, and emerging technologies that are part of software solutions.eComm Policy
The eComm Policy [24] establishes parameters for use of the eComm program (Salesforce, Marketing Cloud, and Cvent) at the University of Colorado. Questions about the policy or program? Please contact us [25].eComm User and License Management Policy
The eComm User and License Management Policy [26] establishes parameters around user management, including discovery, pre-access requirements, provisioning, new user training and verification quiz, ongoing audits, and deprovisioning. Questions about the policy or the program? Please contact us [25].CU Anschutz Policy 3019A
The objectives of this policy [27] are to facilitate campus electronic communications strategy, increase electronic communications effectiveness, increase brand compliance and campus reputation, reduce IT security vulnerabilities, increase legal compliance and reduce institutional riskCU Boulder eCommunication Policy
This eCommunications Policy [28] (“Policy”) defines the governance roles and responsibilities of organizational units to enable the University of Colorado Boulder (“university”) to exercise proactive technology, method, and process controls for electronic communications (“eCommunications”), including the data and audiences associated with eCommunications. Electronic communications services include but are not limited to: email, text messaging, and authenticated web environments.We look forward to working together to continue enabling CU's communicators and event planners to make the most of their outreach efforts while improving the ability to customize based on constituent interests and preferences.
- FY25 In Progress
- FY25 Completed
- FY24 Completed
- FY23 Completed
- Ongoing Backlog
- Canceled / Held / Pending Prioritization
- Cvent User Fee Review | Operational Management
Review Cvent user fee calculation process and explore alternative models based on user counts, registration activity, paid/free events, etc.
- Marketing Cloud Subscriber Table Maintenance | Operational Management
We will research and implement subscriber table management practices to improve operations at scale.
- SSO for Marketing Cloud and Cvent | Improve Security
We will move to single sign on (SSO) for both Marketing Cloud and Cvent to comply with CU's security requirements.
- CU Boulder SAP | Bulk Sender Compliance
Implement Boulder-specific SAP to allow for a custom domain while continuing compliance with bulk sender regulations.
- 2024 Bulk Sender Requirement Changes | Keep inboxes safe and SPAM-free
Ensure that Marketing Cloud is technically configured to support delivery in compliance with new Gmail and Yahoo regulations.
- Do Not Contact | Integrate Do Not Contact field
We will work to integrate the do not contact field from Advance/Ascend to Salesforce to reduce the need for manual data loads and increase the accuracy of data.
- Email Opt-Out Field | Create bidirectional integration for email opt-out data
We will work to create a bidirectional integration for the global email opt-out field between Salesforce and Advance/Ascend to eliminate the need for manual data loads and increase accuracy.
- eComm Specialist Education & Enablement | Increase adoption of Marketing Cloud features for strategic marketers
- Basic: Audience creation quizzes (rolled out in Nov. and Dec. 2023) are a pre-requisite for attending advanced sessions.
- Campaigns, Campaign Members, and Apsona
- Reports
- Data Extensions
- Advanced: Offer opportunities for strategic marketers to effectively use Marketing Cloud technology including
- Dynamic Content
- Automation Studio: Importing Data Extensions
- Subscriptions
- Analytics: Tracking, Intelligence Reports, Einstein, and Salesforce Dashboards. Sessions start in Feb. 2024.
- Peer Presentations: Share at a monthly eComm specialist meeting
- Managing the eComm program at UCCS, Kayla Boyer & Eric Nissen
- CU Denver Alumni Benefit from Cvent and OnArrival, Monica Cutler
- Super Users at CU Anschutz, with Kelly Miller
- Basic: Audience creation quizzes (rolled out in Nov. and Dec. 2023) are a pre-requisite for attending advanced sessions.
- POI Data | Integrate POI Data
We will integrate POI data with Salesforce to gain a more complete picture of this audience and will adjust audiences accordingly. This data is ready to be made available once the eComm specialists prioritize it and have the capacity to update nearly 1,500 impacted Reports.
- User Continued Education & Enablement Sessions | Increase user skills and overall program engagement
- Monthly New User Newsletter with Dynamic Content
- Chatter / Collaborative Communities
- Anschutz Super User Pilot | Expand access to specific features and functionality
Launch super users for schools/colleges to create audiences and approve events in alignment with Anschutz email and event policy.
- Business Unit & Preference Optimization | Share Business Units and consolidate Preferences
Implement a simplified Marketing Cloud business unit and preference model across the campuses to reduce costs, streamline the constituent experience, and decrease the level of backend management needed.
- Event Management | Identify cost-effective solutions
Gather requirements and work to identify a simple, cost-effective event management solution, particularly for users with simple, free events.
- Selected Boulder Users Migrating to CRM01 & MC01 | Streamline engagement with CU Boulder student audeince
Migrate selected senders engaging with student to a campus-specific implementation.
- Billing Fields | Create new billing fields on the license
We will create several new billing fields on the license object to streamline the billing process for all campuses, including those with a distributed funding model. New fields will also account for charges to multiple speedtypes.
- Billing Process | Launch new billing process in UIS
We will launch a new billing process in UIS using the new billing fields that will increase accountability and transparency for all license charges. We will continue to accept feedback throughout the year and make incremental changes as needed.
- Bounced Emails | Streamline bounced email data flow
We will identify a streamlined approach for the management of bounced and inactive email addresses, including identification and removal from Advance/Ascend. Additionally, determine the automated process to reactivate inactive subscribers in Marketing Cloud when a new email address is added to the contact record.
- Cvent Licenses | Purchase additional licenses
We will purchase additional Cvent licenses to accommodate ongoing growth in the user base.
- Cvent Integration | Improve the CV-SF integration
We will work with Cvent to troubleshoot and correct previous integration issues and populate data that was not initially sent to Salesforce.
- Cvent Payment Issues | Improve financial reconciliation
We will work to streamline speedtype and account code selection to reduce reconciliation time.
- Data Extension Automation | Reduce the need to import data extensions
We will offer opportunities to automate data extension imports to increase audience accuracy and CAN-SPAM compliance.
- Dynamic Content | Allow for customized email content
We will create opportunities for the broad use of dynamic content through the synchronization of Salesforce objects and will conduct training accordingly.
- Einstein Enablement | Enable Einstein for Marketing Cloud
We will conduct an Einstein pilot in Marketing Cloud to assess overall business value, particularly in conjunction with journeys.
- GeoCode Sunset | Sunset the use of two fields in Salesforce
We will sunset the use of GeoCode and GeoCode Description in anticipation of its source (Advance soon to be Ascend) sunsetting the field during migration (June 1 launch).
- Intermediate Training | Provide Cvent intermediate training
We will create and provide intermediate training for Cvent users to increase enablement and reduce reliance on eComm specialists.
- Journey Builder | Conduct Journey Builder pilot
We will conduct a Journey Builder pilot in conjunction with synchronized data, dynamic content, and automation prior to a rollout for advanced marketing users. This will include opportunities to identify and segment unengaged constituents.
- Multifactor Authentication | We will enable MFA in Marketing Cloud
Per SFMC requirements, we will fully enable multi-factor authentication for users.
- New User Journey | Increase the skillset of new users
We will develop a journey for new eComm users that will continue their education post-onboarding and that will address more advanced topics, such as A/B testing, designing for mobile, and accessibility.
- Opt-Out Audit | Ensure accurate opt-out data for all preferences
We will work to customize new user onboarding communications with Dynamic Content to streamline the new user process and reduce time spent on manual tasks.
- Onboarding | Customize onboarding outreach
We will work to customize new user onboarding communications with Dynamic Content to streamline the new user process and reduce time spent on manual tasks.
- Page Layout | Improve page layout on Salesforce objects
We will clean up the page layout for all Salesforce objects including removal of unnecessary fields and reorganization of existing fields based on eComm business cases.
- Preferences Audit | Audit all preferences for accuracy
We will conduct a complete audit of the existing email preference solution and determine inconsistencies, inaccuracies, and where corrections should occur.
- Preferences Solution | Explore new preferences solution
We will gather requirements and begin exploring alternatives to our current email preferences solution, including the potential restructuring of CU's existing preference model.
- Preferred Name | Allow for preferred name personalization
We will integrate preferred name data from CU source systems to allow for improved audience personalization. We will create corresponding preferred name personalization options in Marketing Cloud that include default values for auto-population in cases where the preferred name is blank.
- Provisioning Flow | Create new provisioning flow
We will create new, modern provisioning flow to capture monthly eComm user changes. This will include the ability to view current license information, request new speedtypes, and provide billing notes. Additionally, eComm specialists will now upload Skillsoft verification directly to the files option on the license.
- Salesforce-Only License | Create Salesforce-only license tier
We will work to create a Salesforce-only license tier to increase access and affordability for campuses.
- Subscriber Management | Improve subscriber management
We will identify opportunities to improve the management of the subscriber table to reduce storage costs, such as the removal of subscribers who no longer have an active email address in Salesforce.
- Subscriber Reactiviation | Automatically reactivate subscribers
We will develop a process to automatically reactivate inactivated subscribers who are active employees and/or active students to improve email deliverability while investigating the cause of the bounce.
- Synchronized Data | Enable synchronized data in Marketing Cloud
We will enable synchronized data in Marketing Cloud to allow for improved use of Dynamic Content and Journey Builder.
- True-Up Process | Improve bi-monthly true-ups
We will work with UIS services to identify an appropriate process for bi-monthly true-ups based on feedback from the campuses.
- VPN Restrictions | Remove VPN login restrictions
We will remove VPN restrictions for login to Salesforce and Marketing Cloud.
- Additional Emails | Add more email addresses to contact
We will work to integrate additional, relevant email addresses with the contact record, such as CU Anschutz email address and CU Hospital email address. This will allow for greater segmentation of audiences and increased engagement.
- Align Marketing Cloud Implementations | Reduce the number of Marketing Cloud implementations
We will work to consolidate communications in a single Marketing Cloud implementation to increase actionable data and reduce duplicative spending.
- Athletics Data | Add athletics data to the interest object
We will work to identify the source of athletic participation data and integrate it with the appropriate object in Salesforce to allow for interest-based outreach.
- Automation of all DEs | Automate all data extensions
We will pilot the automation of the majority of data extensions on campus or campuses to eliminate the need for manual imports prior to every send.
- Certificate Data | Add certificate data to the education object
We will work to integrate certificate data (both degree and non-degree) with the education object in Salesforce to allow for more granular outreach to specific educational groups.
- Club/Interest Data | Add club/interest data to the interest object
We will work to add relevant club and interest data to the interest object in Salesforce to allow for interest-based outreach.
- CU Ascend Cvent Integration | Improve Data Availability for Advancement
We will work with CU Advancement to determine how to capture event data in CU Ascend.
- CU Ascend Marketing Cloud Integration | Improve Data Availability for Advancement
We will work with CU Advancement to determine how to connect CU Ascend data to a multi-org Marketing Cloud implementation.
- Email Deliverability | Improve email deliverability
We will research and identify measures to improve email deliverability, such as Litmus, ReturnPath, etc.
- Email Preference Flow | Create Salesforce flow for email preferences
We will create a Salesforce flow for the quarterly email preference and business unit request process to streamline submissions and increase accuracy.
- Military Affiliation | Identify contacts with military affiliation
We will determine if it is possible to integrate military affiliation data for audience segmentation and targeted outreach.
- Parent/Relationship Data | Improve parent data in Salesforce
We will identify improved measures to collect and maintain parent data in Salesforce, including relationship data (i.e. Parent A is related to Student A, who is related to Alumnus A).
- Scholarship Data | Integrate scholarship data
We will identify a mechanism for the integration of scholarship data with the scholarship object in Salesforce to allow for targeted communications and outreach.
- Unengaged Subscribers | Segment unengaged subscribers
We will determine a way to identify unengaged subscribers for the purposes of strategically excluding them for certain types of outreach and/or placing them in a re-engagement campaign.
- Distributed Marketing | Enable "simple send" for non-marketing users
- We will investigate and launch a "simple send" mechanism for communicators who do not have advanced marketing needs to improve efficiency and reduce reliance on eComm specialists.
- Held: Due to decreased functionality, equal costs, and significant change management eComm collectively opted against pursuing this path.
- GeoPointe | requested from Boulder Alumni only
- AmpScript | requested from Advancement only
- GeoCode Data | Integrate Geocode data
- We will integrate Advance/Ascend geocode with Salesforce to eliminate the need for manual data loads and create more accurate data.
- Canceled: GeoCode not migrating to Ascend. See 'GeoCode Sunset' under the first 'Completed' tab, instead.
- Subscriber Status | Add subscriber status to contact object
- We will determine if there is a way to add Marketing Cloud subscriber status to the Salesforce contact object to increase the ease of sending troubleshooting.
- Canceled: This is not possible based on our research.
You might know a bit about the tools that make up eComm's platform (Salesforce, Marketing Cloud, and Cvent), but what's the real ROI of eComm for your communication and event management needs? It's a question many users ask, and we're here to help you both understand the value and communicate it to others on your team.
Salesforce is at the heart of eComm, but it would be nothing without other systems across CU. Most of eComm's Salesforce Contacts are from a source system (updated nightly) and enhanced with engagement information from eComm's other applications (Marketing Cloud & Cvent), constituents and eComm specialists.
- Advance | Donors, Friends & Alumni Updates
- Campus Solutions | Academic & Enrollment Details
- Human Capital Management (HCM) | CU Employment Details
- Identity Management (IDM) | Campus-level Affiliations
- eComm Specialist | Contacts that do not exist in one of the above data systems can be created directly in Salesforce by an eComm specialist
- Marketing Cloud | Enhances a Contact by layering on individual email preferences and Individual Email Results (IERs).
- Marketing Cloud and Salesforce have a bi-directional integration meaning a Marketing Cloud email can be distributed to a targetted audience created in Salesforce and data from that email is sent back to Salesforce.
- Cvent | Enhances a Contact by adding event participation (and creates new Contacts when necessary).
- Form Assembly | Enhances a Contact by including any action taken to subscribe (and creates new Contacts when necessary).
- eComm Specialists | Update a constituent's Email Preferences
- Constituents can adjust their Email Preferences by receiving an email and selecting 'Manage My Preferences' in the footer
- Advance, Campus Solutions & HCM | Updates constituent's First Name, Last Name, or Email (depending on which source system the Contact originated from)
Data Dictionary & Entity Relationship Diagram (ERD)
The data dictionary [30] provides full descriptions and values of fields that exist in Salesforce while the Entity Relationship Diagram (ERD) [31] indicates how the data is related to one another.
2023 Optimization
By implementing a simplified Marketing Cloud business unit and preference model across all campuses, the eComm team will reduce costs, streamline the constituent experience, and decrease the level of backend management needed. The current model has 151 business units and 373 associated preferences. This project aims to reduce these numbers by at least 50%. After thorough analysis, we identified: Any future projects to make Marketing Cloud more robust will be made easier by the simplest and fewest business units and preferences. Future state will require further simplification. Users will fall into one of the following categories and communications have been customized for each individual. If you are unsure which category you fall into, ask your eComm specialist. VARIED CAMPUS TIMELINES
The following timelines are separated by 'pre-move' and 'post-move'. Each campus' move dates are unique and listed below. Content Builder content will be moved a couple of days before the move date resulting in a 'freeze' period. Assets added during this time will not be moved automatically and will need to be re-uploaded when moved to your new account. 'Recently' used Data Extensions will be migrated, relative to the date the campus is moving. Other Users Start Sharing Business Unit
Content Builder
Salesforce Send Emails Tracking Reports / Data Extensions Send Classifications and Sender Profiles Automations / Journey Content Builder, Salesforce Send Emails, Tracking, and Automations
Data Extensions
Send Classifications and Sender Profiles
Other Users Start Sharing Business Unit If other users are creating clutter, please let your eComm specialist know so they can reiterate best practices. Reports / Data Extensions Send Classifications and Sender Profiles Business Unit
Email Preferences
Reports / Data Extensions
Data Extensions If others are creating clutter, let your eComm specialist know so they can reiterate best practices.
VARIED CAMPUS TIMELINES
*FOR THOSE MOVING FROM BUSINESS UNIT TO BE DELETED
While most Business Units are experiencing changes, some will actually be deleted. You can ask your eComm specialist for items until the dates indicated below, but after will be erased with no method of recovery.
CU Adv-UCCS Annual Giving UCCS Events CU Adv-Denver Annual Giving CUA & UCD Police Department CU Advancement CU System Office of Outreach & Engagement CU Adv-Anschutz Annual Giving CUA Alzheimer's & Cognition Center Clean-Up You'll need to work with your eComm specialist to modify or remove Data Extensions and Send Classifications that are no longer needed. Users are encouraged to create/modify a Folder structure and organize assets within Content Builder. Instead of deleting assets, create a Folder named 'zArchive' , then move items you want 'deleted' to the folder. This gets unneeded assets out of the way without the risk of accidentally deleting items, particularly ones that turn out not to be 'yours'. Learn how to create folders and move assets [35]. Content Builder, Salesforce Send Emails, Tracking, and Automations
Business Unit
Email Preferences
Data Extensions NOTE: Delete Data Extensions in both areas! Send Classifications and Sender Profiles Business Unit Email Preferences Data Extensions & Reports Send Classifications and Sender Profiles Full Process for Un-Archiving (for eComm specialists)
A new audience request can get you to the same end goal although unarchiving when possible is far more efficient. Note that items followed by a * can only be completed with the help of your eComm Specialist [21].Preference and Business Unit Optimization [32]
Why
Justification
Benefits
Results
Business Units
Campus
# of Old Business Units
# of New Business Units
Number Reduced
Advancement
14
11
3
Anschutz
37
18
19
Boulder
41
26
15
Denver
21
14
7
System
15
6
9
UCCS
17
10
7
Misc (Test & Parent)
2
2
0
Total
147
87
60
Preferences
# Old Preferences
# New Preferences
Number Reduced
Advancement
5
3
2
Anschutz
84
45
39
Boulder
163
136
27
Denver
44
25
19
System
17
13
3
UCCS
16
25
-9
Total
329
248
81
User Impacts
POST-MOVE
PRE-MOVE
POST-MOVE
PRE-MOVE
POST-MOVE
User Training
Organization Across Marketing Cloud
Email Preferences & Audiences
UCCS | Business Units to be Deleted July 31
UCCS Alumni Relations
UCCS Comm and Marketing
UCCS Downtown
UCCS Institute for Human Resilience
UCCS Office of Diversity, Equity & Inclusion
UCCS Office of ResearchCU Denver | Business Units to be Deleted July 31
CU Adv-Denver Development
CUD Business Career Connections
CUA & UCD Office of Information Technology
CU Denver Police Department
CU Denver Office of Regulatory Compliance
CU Denver Facilities ManagementCU SYSTEM | Business Units to be Deleted Aug. 31
CU System COLTT
CU System Faculty Council
CU System Government Relations
CU System Policy, Efficiency, and Audit
CU System Office of the University Controller (OUC)
CU System Procurement Service CenterCU ANSCHUTZ| Business Units to be Deleted Aug. 31
CUA Diversity & Inclusion
CUA & UCD Office of Information Technology
CUA Strauss Library
CUA University Events
CUA School of Medicine - Anesthesiology
CUA Infectious Diseases
CUA School of Medicine - Ob-Gyn
CUA School of Medicine - Physical Medicine
CUA Psychiatry
CUA Bioethics & Humanities Center
CUA Center on Aging
CUA Center for Personalized Medicine
CUA Diabetes Research Center
CUA Gates Center
CUA Health & Wellness Center
CUA JFK Partners
CUA Ludeman Center
CUA and CUD Office of Regulatory ComplianceeComm Specialist Impacts & Training
PRE-MOVE
POST-MOVE
Related Wikis
2019 eComm Migration
Latest Updates [40] Center of Excellence [41] Contact Us [2]
Every day, communicators throughout the CU System rely on the eComm program [42] to build and strengthen relationships with their constituents, including students, alumni, donors, faculty, and staff. An integral component of these efforts is ensuring that Salesforce, Marketing, Cloud and Cvent work in concert with one another and with minimal technical disruption, an effort jointly supported by the eComm team [21] in the Office of the President and the CRM Center of Excellence (COE) [41] housed on the Boulder campus.
- Summary
- UCCS & System
- Denver & Anschutz / Denver & Anschutz Advancement
- Boulder & Boulder Advancement
- FAQ
- The Team
WHAT & WHY
When the eComm program as we know it today launched in 2016, the Salesforce environment that is the data backbone of communication efforts existed in the same technical space as student success CRM efforts on the Boulder campus. While this shared space allowed eComm to achieve its goals, continued program growth has presented challenges for both the eComm and student success teams. A few of these challenges include but are not limited to data integrity, integration between data source systems and Salesforce, overall platform stability given the volume of users and data housed, and visibility of data based on its relevance to the team being supported.
WHEN
In fall 2018, the COE launched a project to address these and other issues: eComm Upgrade. This project will move eComm users, data, content, and functionality off of the current shared environment with Boulder student success to a new space that will be eComm-specific. The goal of the project is to ensure that eComm users have access to the data that they need to communicate effectively and that the data is accurate, timely, and usable in a powerful way to increase constituent engagement throughout the CU System.
HOW
While the eComm upgrade is a technical change that will not result in disruptions or gaps in communication, eComm Specialists across CU will support project efforts by reviewing current audience reports for relevance and accuracy and by working with eComm’s over 300 users to build and refine outreach strategies that will truly maximize the power of the eComm tools. eComm’s new Salesforce environment will be completed and extensively tested by April 1, 2019. At that time, the COE will work with eComm Specialists to begin moving users from our current shared environment to the eComm-specific one.
IMPACT
The change should be seamless - while some login information and processes will change, usability will not be affected, and users will be able to continue sending their communications as normal. The shift to the new environment will also be gradual. Rather than moving all eComm users at once, the COE will work with eComm Specialists to conduct a rolling migration of users based on planned communication and outreach efforts so that the impact of the technical change is minimal. The COE expects to begin migrating users in April 2019 with a completion goal of May 2019. For further questions about the impact, see the "FAQ" tab.
UCCS AND CU SYSTEM MIGRATION
UCCS and CU System eComm users will migrate to the new org on April 29-30, 2019. A timeline for the migration is below.
Required Training
Required training will be offered on the dates and times below. The migration will directly impact Salesforce and Marketing Cloud users, who are required to attend training. Although the migration will not directly impact Cvent-only users, they are encouraged to attend training to learn about enhanced Cvent-Salesforce integration launching with the eComm upgrade.
- Tuesday, April 23, 10:00 a.m. - 12:00 p.m., CU System (1800 Grant St.) | REGISTER [43]
- Wednesday, April 24, 10:00 a.m. - 11:00 a.m., Virtual | REGISTER [44]
- Friday, April 26, 10:00 a.m. - 12:00 p.m., UCCS | REGISTER [45]
Registration will be available beginning on Monday, April 15.
Additional Resources
- Migration Impact [46]
- Key Changes [47]
Timeline
CU DENVER, CU ANSCHUTZ, & CU DENVER AND ANSCHUTZ ADVANCEMENT MIGRATION
CU Denver and CU Anschutz Medical campus eComm users (as well as Advancement users on those campuses) will migrate to the new org on May 6-7, 2019. A timeline for the migration is below.
Required Training
Required training will be offered on the dates and times below. The migration will directly impact Salesforce and Marketing Cloud users, who are required to attend training. Although the migration will not directly impact Cvent-only users, they are encouraged to attend training to learn about enhanced Cvent-Salesforce integration launching with the eComm upgrade.
- Wednesday, May 1, 10:00 a.m. - 12:00 p.m., CU Denver | REGISTER [48]
- Thursday, May 2, 10:00 a.m. - 12:00 p.m., CU Anschutz | REGISTER [49]
- Friday, May 3, 1:30 p.m. - 2:30 p.m., Virtual Training | REGISTER [50]
Registration will be available beginning on Monday, April 22.
Additional Resources
- Migration Impact [46]
- Key Changes [47]
Timeline
CU BOULDER & CU BOULDER ADVANCEMENT MIGRATION
CU Boulder and CU Boulder Advancement eComm users will migrate to the new org on May 13-14, 2019. A timeline for the migration is below.
Training
Training will be offered on the dates and times below. The migration will directly impact Salesforce and Marketing Cloud users. Although the migration will not directly impact Cvent-only users, they are encouraged to attend training to learn about enhanced Cvent-Salesforce integration launching with the eComm upgrade.
- Friday, May 3, 1:30 p.m. - 2:30 p.m., Virtual | REGISTER [50]
- Monday, May 6, 2:00 p.m. - 3:00 p.m., Virtual | REGISTER [51]
- Tuesday, May 7, 9:00 a.m. - 11:00 a.m., In-Person Training at CU Boulder | REGISTER [52]
- Friday, May 10, 10:00 a.m. - 11:00 a.m., Virtual | REGISTER [53]
Additional Resources
- Migration Impact [46]
- Key Changes [47]
Timeline
FAQ
While we do our best to anticipate all of the questions you might ask, we recognize that we likely did not capture all of them. If you have a question or concern not addressed below, please reach out to us for assistance.
Jump to Marketing Cloud FAQ | Jump to Salesforce FAQ | Jump to Cvent FAQ
General
Why is eComm moving to a new Salesforce environment?
What will be different?
- Enhanced Cvent integration
- Improved eComm-specific page layouts in Salesforce
- A hospital email field for CU Anschutz and an IdentiKey email field for CU Boulder
- A field-change history for eComm-defined fields in Salesforce
- Elimination of ability to view business contacts, which are not relevant to eComm users
- Enhanced training on report building and audience selection to achieve strategic goals
- Enhanced training on Salesforce campaigns
What will stay the same?
What do I need to do as part of this process?
- Conduct a review of your current and future audience reporting needs so that old reports can be eliminated and the accuracy of current reports can be verified
- Conduct a review of your Marketing Cloud content to eliminate unnecessary items and prepare needed content for the transition to the new environment
Marketing Cloud
Will I need a new user name and password?
Will there be a time period in which I am unable to send emails?
Will I be able to keep my Marketing Cloud content?
Will I still be able to access my tracking data for email sends?
Will my Journey Builder and Automation Studio content remain available?
Will my data extensions still be available?
What if I have email content in Classic Content and Content Builder?
Will I still be able to use dynamic content and A/B testing?
Will Marketing Cloud look different?
Will my constituents' email preferences remain the same?
I don't use Marketing Cloud as much as I thought I would. Do I have any options to save money with this transition?
Salesforce
Will I need a new user name and password?
My audience reports and campaigns are stored in Salesforce. Will I still be able to use them?
Will I still be able to email campus email fields?
Will my constituents' email preferences remain the same?
My eComm Specialist built dashboards for me. Will I still be able to access them?
Will Salesforce look different when I login?
Will I ever be able to send email through Salesforce?
Cvent
Will I need a new user name and password?
Will my events and associated data still be available?
Will all of my images and content still be available?
Will my eComm Specialist still be able to integrate my event with Salesforce?
Will Cvent look different when I login?
PROJECT TEAM
Questions about the work taking place for the eComm upgrade? Please contact us [2] for assistance.
Nalini Indorf Kaplan
Director, Enterprise CRM, Center of Excellence
Jennifer Mortensen
Executive Director of Electronic Communication, Office of the President
Nonie Roberts
Senior Business Analyst, Center of Excellence
Lisa Carr
Senior Business Analyst, Center of Excellence
eComm Specialists
The above team also works closely in a collaborative partnership with 15 eComm Specialists [21] across the CU System to ensure that the eComm upgrade meets the needs of CU communicators.
2015 Implementation
Preliminary Schedule
NOTE: Schedule may change as requirements change and details will be added accordingly. However, overall goal is to deploy and have all users trained by October 2015.| Date | Description | Details | More Information |
|---|---|---|---|
| Dec. 8 - 12, 2014 | Discovery, on-site | CU's eComm implementation partner ACF Solutions will be in Denver for five days to become more familiar with our needs and systems, which will define the eComm implementation plan. Discovery sessions will be held throughout the week at the CU System offices at 1800 Grant St. | Schedule [55] |
| Jan. 5 - 12 | ACF and CU define requirements | ACF Solutions and CU will review the information gathered during the Discovery week to define requirements. A requirements document will be available by January 12, 2015. | |
| Feb. 25 | Virtual Town Hall | Project Update: open to all eComm users and stakeholders. Email Kim at kim.egan@cu.edu [56] to receive a calendar invitation. |
Town Hall survey [58] FAQs [59] |
| Jan. - Feb. | Design | ACF Solutions will use requirements to design implementation. A design document will be available by Feb. 1, 2015. | |
| Jan. - March | Build | ACF Solutions will work in close partnership with CU to build the custom eComm solution. This includes data migration and integration as well as development for ExactTarget, roundCause Events and the online community. | |
| April 28 | Second Virtual Town Hall | Your eComm team will provide a project update, give you a peek at the alumni online community, discuss upcoming training and review Harris sunsetting milestones. |
Town Hall Recording [60] FAQs [61] |
| June 23- 25 (Tues.-Thur.) | User Acceptance Testing (UAT) | The eComm Super User group will test the eComm solution and provide feedback. ACF Solutions will modify accordingly. | Visit the 'Who's Involved' tab for a complete list of Super Users |
| July 9 | Third Virtual Town Hall | Your eComm team will provide a project update, discuss upcoming training, review Harris sunsetting milestones and answer attendees questions. |
Town Hall PowerPoint [62] Town Hall Recording [63] Salesforce 101 [64] FAQs [65] |
| Sep. 28 | Super Users migrate to production | Super Users will gain access to the Salesforce/Marketing Cloud production environment | Visit the 'Who's Involved' tab for a complete list of Super Users |
| Dec. 3 | Fourth Virtual Town Hall | Your eComm team will provide a project status update and announce details for Salesforce training, eCommference. | Town Hall PowerPoint [67] |
| Jan. 11 (week of) | All User Training | Training of eComm users set for January 2015 | |
| Jan. 11 (week of) | Cutoff date for sending emails via Harris | Users can still login to Harris Connect but will NOT be able to send a communications. Event registration and membership forms will still be functional. | Archiving content in Harris [68] |
| Feb. 2016 | Harris sunsets | Users can no longer login to Harris Connect |
Scope of Work [69]
eComm Data List [70]
If you would like a specific power point presentation, please email Kim at kim.egan@cu.edu [71].
We have selected a group of vendors to replace Harris Connect for the university’s eComm program. Salesforce [72] will be our new constituent relationship management (CRM) database. ACF Solutions [73] will provide the professional services to help build the custom eComm environment. Marketing Cloud [74] (formerly known as ExactTarget) will be our email marketing tool.
Leadership Team
Project Sponsor: Ken McConnellogue, Vice President Communication, Office of the President University Relations
Project Manager: Kim Egan [56], Electronic Communication Director, Office of the President University Relations
Milap Sharma [75], Director of Application Development, University Information Services (UIS)
Nalini Kaplan [76], CRM Director, CU-Boulder Office of Information Technology (OIT)
Jason Hunter [77], Director of Technical Projects Office of Performance Improvement (OPI)
eComm Campus Program Managers
CU System: Melanie Jones [78]
CU Colorado Springs: Megan Gallegos [79]
CU Denver | Anschutz Medical Campus: Nonie Wainwright [80]
CU-Boulder: Erin Frazier [13], Tom Needy [17] and Rachel Vaccariello [81]
Advancement: Matt Roush [82]
Discovery Week
Alexis Kelley
Amanda Ulrey
Cathy Beuten
Chirag Joshi
Dave Kohnke
Dennis Lindvedt
Erin Frazier
Heather Cuff
Jack Strober
Jack Vertovec
Jason Armbruster
Jason Hunter
Jay Dedrick
Jennifer Hane
Joanna Iturbe
Joe Tinucci
Jon Arnold
Joy French
Julann Andresen
Julie Mullin
Karen Ichiba
Karen Klimczak
Ken McConnellogue
Kim Egan
Lisa Carr
Matt Duncan
Matthew Kaskavitch
Megan Gallegos
Melanie Jones
Melissa Cech
Michele McKinney
Milap Sharma
Molly Doyle
Nalini Kaplan
Nischal Dangol
Peter Burke
Philip Denman
Rachel Vacceriello
RyAnne Scott
Sharon Grant
Steve Tapp
Tom Needy
Travis Chillemi
Valerie Skillern
Super User Group
This group will be part of the User Acceptance Testing (UAT) portion of development and will receive classroom-style training directly from the vendor.
CU System
Lisa Carr
Kim Egan
Melanie Jones
Michele McKinney
RyAnne Scott
Valerie Skillern
Advancement
Matt Roush
CU-Boulder
Melissa Cech
Nischal Dangol
Matt Duncan
Crystal Eilerman
Erin Frazier
Caro Henauw
Joanna Iturbe
Laura Kriho
Teagan Lochner
Sarah Martens
Tom Needy
Mirinda Scott
Greg Swenson
Rachel Vaccariello
CU Denver
Julia Cummings
Monica Cutler
Chad Reiling
Rebecca Ward
CU Anschutz Medical Campus
Stephanie Aguinaldo
Heather Cluff
Amanda Gonzales
Michael Miller
Nonie Wainwright
Stephen Tapp
CU Colorado Springs
Jennifer Hane
Megan Gallegos
We want to hear from you.
Go here [83]to document desired functionality.
Go here [84]to submit a question or comment.
Director, Electronic Communication
University Relations, Office of the President
kim.egan@cu.edu [85]
(303) 828-8886