The Challenge

• Disconnected Systems: Staff had to switch between multiple platforms (Salesforce, Canvas, Starfish), creating inefficiencies and data silos.
• Lack of Integration: Advisors and faculty were not connected to the main Salesforce system, making centralized tracking of student progress and communication difficult.
• Cultural Alignment Challenge: Initial communication barriers arose as institutional teams adjusted to new workflows and collaboration styles that come with engaging an external partner.
• Unclear Requirements: Early in the project, ownership and understanding of requirements and acceptance criteria were not well-defined.
• Training & Change Management Needs: Comprehensive training and structured change management were essential to ensure adoption of new workflows and technology.

The Solution

• Deep Institutional Alignment: Brought in a SIG architect with extensive Salesforce experience to build trust and tailor design decisions to Ivy Tech’s environment.
• Salesforce Student Success Hub Buildout: Centralized student profiles, advising notes, success plans, alerts, and appointment scheduling within Salesforce. Established a single system of action so advisors can track progress and intervene early—without switching tools.
• Collaborative Delivery Model: Paired Ivy Tech and SIG PMs/developers with clear communication cadences and decision logs. Shifted from vendor-authored user stories to a collaborative approach with Ivy Tech product owners defining acceptance criteria.
• Training & Enablement at Scale: Ran “Train-the-Trainer” sessions to empower campus SMEs. Produced step-by-step documentation and recorded all trainings for reuse.
• Responsive Support Culture: Named SIG points of contact who prioritized rapid responses and after-hours help during critical milestones.
• Continuous Improvement: Instituted feedback loops (show-and-tells, retros, office hours) to quickly address issues and refine processes.

Results & Impact

• Centralized Operations: Student, faculty, and advisor workflows unified in Salesforce—reducing swivel-chairing across systems.
• Efficiency & Visibility: Advisors access complete, current information in one place; fewer handoffs and faster follow-through.
• Stronger Communications: Clear, respectful collaboration between Ivy Tech and SIG cited as a success driver.
• Sustainable Adoption: The Train-the-Trainer model and robust documentation enable Ivy Tech to self-maintain and expand.
• Positive Cultural Impact: Partnership described as a “win-win,” increasing confidence in future Salesforce-based initiatives.
• Scalable Model: Playbook is replicable for other institutions pursuing student-success centralization in Salesforce.

Future Outlook

Ivy Tech will continue optimizing Student Success Hub and adjacent integrations, expanding alerts, success plans, and appointment workflows. Ivy Tech’s outcomes serve as a referenceable model for peer institutions considering similar transformations.