Eigen X Case Study - Cal State East Bay

Client Overview

Location: Hayward, CA, USA

Employees: 850 +

Industry: Education

Solution: Sales Cloud,​ Service Cloud, Experience Cloud, Conga, Marketing Cloud

Go-Live Dates: On Going

California State University East Bay, is a public university located in Hayward California. Formed in 1957, the university now offers over 130 undergraduate and 60 post graduate areas of study. The university is part of a 23-campus wide network forming California State University. Cal State East Bay consists of 3 total campuses located in Hayward, Concord and Oakland.

Challenge

• Engaging in multiple strategic and support-based projects with California State East Bay centering around Enrollment​

• Working on initiatives for various departments including Accessibility Services, International Programs, University Extension, and Domestic & International Admissions​

• Needing to consolidate multiple solutions into a single Salesforce & Marketing Cloud instance​

• Addressing the challenge of streamlining undergraduate intake processes and reducing technical debt

Solution

• Regularly engaging in best practice sessions, prioritizing native Salesforce and packaged solutions over custom development​

• Successful implementation of Enrollment Rx for admission and recruitment purposes, consolidating multiple solutions into one​

• Leveraging core existing Salesforce objects to mitigate technical debt and reduce maintenance costs​

• Implementing comprehensive regression testing practices, vendor selection review processes, and sprint planning guidelines

Result

• Increased efficiency by 30% for reviewers in undergraduate intake processes​

• Quantifiable reduction in maintenance costs due to leveraging existing Salesforce objects​

• Successful enhancement and migration of two legacy systems into Salesforce, including the implementation of an Experience Cloud student portal, five user audiences, and four app exchange integrations​

• Improved accessibility services with a 25% reduction in clicks to completion for students with disabilities