Category: Salesforce

Nicole Pennington
IT Project Manager
[email protected]

We’d love to hear about your project. Please complete the UIS Salesforce Project Request form to get started.

After a Salesforce implementation, the level of ongoing support and maintenance required depends on many factors such as the implementation’s complexity, the organization’s size, and the users’ specific needs. Ongoing support and maintenance may include:

• User Training: Providing ongoing training and support to users to ensure they are comfortable using the Salesforce platform and its features.
• System Updates: Regularly updating the Salesforce platform to ensure it remains secure and up to date with the latest features and enhancements.
• Data Management: Managing and maintaining data integrity within the Salesforce platform, including data cleansing, deduplication, and archiving.
• Customization and Configuration: Making changes to the Salesforce platform as needed to accommodate changes in business processes or requirements.
• Integration Support: Providing ongoing support for integrations with other systems and applications, including troubleshooting and resolving issues.
• Performance Monitoring: Monitoring the performance of the Salesforce platform and addressing any performance issues that arise.
• Security Management: Managing security settings and permissions within the Salesforce platform to ensure data security and compliance with regulations.
• User Support: Providing ongoing support to users, including troubleshooting issues, access requests, answering questions, and providing guidance on best practices.

With extensive expertise, and for the past 8 years, the UIS Salesforce team excels in crafting tailor-made solutions within the Salesforce ecosystem for various University business units. For a comprehensive overview of the Salesforce solutions, we currently maintain, kindly refer to the table below. Should you seek references, please contact us for contact information.

Salesforce Org Name	Product	Business Case
ITJH Executive IT and Desktop Support	Service Cloud	Service Cloud configured to manage workstation support cases for VIP user like the President. Lots of interfaces bringing data in for AirWatch, SCCM, and AD (Active Directory)
Office of the President Contact and Event Tracking (OOTP)	Sales Cloud	SalesCloud CRM Used for tracking correspondence/mail and email that arrives in the office of the President. Also used to track events and other activities against contacts, Some workflow is configured using a Kanban.
JHTV CRM	Sales Cloud	SalesCloud CRM for managing contacts, accounts, opportunities, and various custom objects related to marketing IP and technologies to industry partners. They have an involved Opportunity pipeline, reporting, and separate “apps” for 4 distinct groups. Also, use of Qualtrics and Salesforce integration.
DXP: Student Case Management (SCM)	Service Cloud	Service Cloud case management system, which has a student facing website where students and guests can create cases, and a custom SCM console app where cases are managed by staff.
Human Resources Office of Organization Development	Sales Cloud	SalesCloud CRM is used to track projects/engagements w/ teams across the university. Some workflow is configured using a Kanban.
Dual Career Tracking	Platform / Custom Developed	A customized workflow for review and engagement of all dual degree support efforts. An Interface to easily manage Employer accounts and their career categories. An easy to use home page and workspace that allows dual career staff to easily search for and retrieve information Access to various list views also use of Qualtrics and Salesforce integration for 3 online forms that customers complete that create records in the CRM.
Johns Hopkins Language Access Services (LAS)	Community Cloud; Sales Cloud	LAS console application allows user to manage an interpretation and document translation service request. This application uses Skedulo field workforce to coordinate MIs.
Institute for Assured Autonomy (IAA)	Sales Cloud	SalesCloud CRM enables approximately eight IAA staff members to manage contacts and accounts and log their interactions (e.g. meetings, emails, phone calls, events, and tasks) related to them. Since IAA is still working to establish their business process for leads and various project and opportunity pipeline workflows, they have opted to use only ‘out of the box’ CRM functionality with no special customizations. They will use the phase 1 CRM as a learning opportunity as they establish more of their business requirements needed for future customizations.
Carey Executive Education	Sales Cloud, Service Cloud	SalesCloud configured to support Executive Education program at Carey Business school. Supports class registration, payment (w/Linvio), certificate generation, and marketing with Pardot

• We offer a competitive rate of $130 per hour for consulting and implementation. As an in-house service center, we can do cost center transfers for payment.
• We offer three options for maintenance and ongoing support. We are happy to discuss which option best fits your needs. The option initially chosen can be adjusted after the first year.
• Salesforce licensing can range from $125 – $440 per user per year. Salesforce licensing costs are outside our implementation and maintenance fees.
• The cost of third-party Salesforce connector applications will range in price depending on the vendor.

Our priority lies in ensuring customer satisfaction through the consistent and prompt delivery of valuable software. Using our project navigator, we welcome evolving requirements, as agile processes harness change to the advantage of the customer’s productivity. Our approach entails delivering functional software frequently, ranging from a few weeks to a few months, with a preference for shorter timescales. A key facet of our methodology involves regular collaboration between business personnel and developers throughout the project lifecycle.

The UIS Salesforce team is a powerhouse of expertise, with a collective experience of over 60 years in Salesforce. Our diverse team includes an IT architect, software engineers, Salesforce administrators, business analysts, QA testers, and a dedicated project manager – all aligned with Johns Hopkins’ values.

Committed to providing a top-notch experience for our faculty, staff, and students, our skilled professionals bring extensive expertise. From leading new implementations to smoothly taking over existing systems with a fresh IT support approach, we ensure uninterrupted functionality in a variety of scenarios.

Technical

• Salesforce Sales Cloud
• Salesforce Service Cloud
• Salesforce Experience Portals
• Salesforce Mobile Application
• Salesforce DevOps
• Custom Built Portals in .NET and Vue JS
• Custom API development
• Platform Automation
• JH Integrations
  • JHED
  • SIS
  • Azure
• 3rd Party Integrations
  • SQL Server
  • Qualtrics Survey
  • Pardot
  • OnBase
  • Linvio
  • Skedulo
  • Plauti Deduplicate Checker
  • LinkPoint360

Services

• Project management
• Business process transformation
• Architecture and design
• Quality assurance
• Adoption strategies
• End user training and documentation
• Maintenance and Support
• Partnership with external Salesforce vendors

An integral part of IT@JH University Information Systems (UIS), the in-house Salesforce team is focused on innovative Salesforce solutions to support the Johns Hopkins Enterprise. Our mission involves creating, implementing, and maintaining Salesforce solutions for various business units. We go beyond just setting up Salesforce – we help teams rethink and improve their work processes. Our goal is to make sure everyone gets the most out of modern technology, supporting our partners in achieving success.