Loyola University Chicago
Salesforce and ascend implementation and customization
Loyola University Chicago is a prominent private Jesuit research university located in Chicago, Illinois. With an enrollment of approximately 17,000 students, it is one of the largest Jesuit institutions in the United States. The university offers a diverse range of more than 80 undergraduate and 140 graduate/professional programs across various disciplines, including arts and sciences, business, law, medicine, and social work. The institution is known for its commitment to academic excellence and social justice. With a strong emphasis on research and community service, Loyola continues to make significant contributions to both local and global communities.
Highlights
- Loyola University Chicago replaced its outdated CRM with Salesforce and Kindsight ascend, addressing complex platform needs and enhancing donor engagement.
- Heller Consulting customized the CRM system to Loyola's specific requirements, including data management, system configuration, and user training.
- The new system provides robust donor research, reporting capabilities, and customized dashboards, significantly improving fundraising operations.
Challenge: Aging technology and limited reporting capabilities
Loyola University Chicago came to Heller because it wanted to replace its Ellucian Advance fundraising CRM with Salesforce and Kindsight ascend. As certified ascend experts, we were the natural choice to lead the organization through discovery, implementation, and customization of the platform to meet their needs. The University’s CRM needs were complex and multifaceted. Requirements spanned various functions, indicating a need for a robust and highly customizable CRM to manage their advancement operations effectively. We surfaced and worked with the team to prioritize their CRM needs, which included the ability to manage and track multiple data points for constituents and relationships, including some specific to higher ed advancement—like interactions and affiliations. They also needed the ability to integrate external system IDs. To engage with donors effectively, they needed robust householding and organization affiliation tracking. Gift processing needs included automated processes for hard and soft credits, receipt management, and gift batching. Advancement teams needed robust donor research and reporting capabilities; and other teams needed customized dashboards that were tailored for their work.
Solution: Customizing a system for a unique mission
Heller created a cross-functional team and led Loyola through a best-practice process for implementing Salesforce and ascend that was customized for their specific needs. We engaged stakeholders to understand and align their goals and priorities, developed a detailed project roadmap that defined the main phases for integration, with milestones and timelines, and led the team through implementation, customization, and stabilization. Some steps included:
- Data management: mapping and cleaning data, migration, validation and testing.
- System configuration: user roles, permissions, and customizing the system to meet Loyola’s needs.
- User training: leveraging a train-the-trainer model and documentation to support whole team adoption.
- Go-live and support: monitoring the system and making necessary adjustments.
Results: Best-in-class CRM unlocks new fundraising capabilities
Heller Consulting led a best-practice discovery, implementation, customization of Salesforce and ascend, delivering a CRM tailored specifically for Loyola’s advancement needs. The University can leverage the core power of its new platforms, as well as Heller-developed components like relevant page design, an online donor portal, alumni directory, and event management portal. Advancement leaders now have a future-proof CRM that is integrated with a large set of third-party tools, and customized to the specific needs of the entire Loyola team. The new CRM has significantly enhanced Loyola's fundraising capabilities, enabling more effective donor engagement and streamlined operations.
