Commitment to the Customer Experience

Why Use A Customer Relationship Management (CRM) System and Integrated Reporting?

  • Improves continuity for the customer experience
  • Contributes to compliance (Race, Ethnicity, Gender data)
  • Creates efficiencies in sharing impacts
  • Provides accessible and actionable real-time data
  • Integrates with the Ohio State Enterprise Project

Current Status
OSU Extension administration determined Salesforce was the preferred CRM based on adoption by Ohio State’s Enterprise Project and other land-grant university Extension teams. The initial discovery prioritized the Master Gardener Volunteer (MGV) program as the initial pilot due to the urgency of transitioning the MGV volunteer management system that was being discontinued. That project is currently being launched for use by coordinators and volunteers.

Next Phase
People in various CFAES/Extension units will be invited to attend discovery sessions, which will inform decisions on developing a multi-year roadmap that links processes, platforms, and people. Implementation and adoption will be prioritized by functional area based on impact, urgency, risk, complexity, and budget. Existing and new investments will be leveraged for the project. This effort begins in April and continues through summer.

The units engaged in discovery include CFAES External Relations, Government Affairs, Advancement, workforce development, reporting, data integration, e-learning, publications/products, operations, events, Extension communications, Knowledge Exchange, partnerships, Master Gardener Volunteers, and IT. During the meetings, participants will share information about the current state of functions and technologies to inform decisions about the future state of an integrated system that leverages the best of CFAES.

Resources
The following resources are available in preparation for the discovery session meetings:

This project aligns with OSU Extension leadership’s focus on strategic action.

To submit questions, contact Jackie Kirby Wilkins or Julie Fox.