About the Project
Provost IT is managing the project in close partnership with ITS and implementation efforts are supported by Cloud For Good.
This is a transformative project to implement Salesforce, replacing Oracle Service Cloud and existing email marketing server by spring 2025. Enrollment Services will join the same platform as Advise USC, enhancing collaboration with campus partners to serve students better. This project is a crucial step in reducing our reliance on SIS for student communication and processing
Project Success Criteria
- Establishes a modern and intuitive platform to support ESD business processes, compliance with student data privacy, and expanded technical and training resources.
- Provides reliable and timely reporting on student data from SIS to improve proactive outreach and reduce reactionary efforts
- Delivers self-service, automated tools for customers that will reduce reliance on staff resources
- Empowers the Division to provide excellent customer service and promotion of University values in a fiscally responsible, accountable, and accurate manner
- Accommodates the volume and complexity for ESD and campus partners to effectively engage USC students with in-person, email, phone, knowledge, chat, and allows future adoption of SMS
- Promotes standard management of student data, engagement practices, KPIs, and data dictionary that can be accessed by campus partners
- Reduces organizational, system, and data siloes that negatively impact student experience as well as staff recruitment, retention, and morale
- Improves ESD ability to communicate complex processes and highly sensitive outcomes with students and campus partners
Steering Committee
The project steering committee was formed in July 2024 with the following charge:
- Integrate the student contact experience across ESD and to the advising community of USC, reducing redundant efforts and processes.
- Meet with and consider the needs of stakeholders within the division and to relevant partners, to enable more efficient student contact and information sharing, enabling a better student experience as they navigate within and from the division.
- Future proof systems to enable flexibility with continually changing technological and data environments.
Executive Sponsor: Tim Brunold, Interim Vice President for Enrollment Management
Product Owner: Dana Randall, Senior Associate Dean & Executive Director, Marketing
Diane Anchundia, Associate Dean, Outreach & Loans
Dr. Frank Chang, Registrar
Mariciel Corbin, Senior Business Officer, ESD
Grant Derderian, Chief Technology Officer
Ray Frausto, Director, Student Services Contact Center
Dr. Sarah Holdren, Assistant Vice Provost for Academic Advising
Rebecca A. Romero, Senior Application Administrator
Joseph Sañosa, Director of Graduate Admission
Dr. Ashley Smith, Associate Chief Info Officer, Applications
Featured Updates
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Launching March 17
USC’s Enrollment Services Division (ESD) is proud to announce the launch of a new Salesforce Contact Platform on March 17, 2025. By replacing Oracle Service…
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Build Begins
Starting in October, the ESD project team and subject matter experts engaged in over 20 Discovery Workshops led by Cloud for Good. These workshops…
Resources
We encourage project team members to check for useful resources updated by Provost IT.