The Society Operations team at CFA Institute wants to keep the society network apprised of our efforts to improve your experience with our shared technology platforms.
Given the importance of this information and its impact on current and future business decisions, we are pleased to share this update outlining recent developments and what you can expect in the coming months. Look for these updates to be posted on a quarterly basis here on Connexions.
SharePoint Society Website Project
In April of 2023, the SharePoint platform societies currently utilize will be sunsetting. In preparation, we informed and surveyed 120 SharePoint society website users to get a better understanding of how they are using the platform. Society Operations is using the information captured on features and requirements to develop a replacement plan.
- Why this matters: We understand the vital role websites play in society branding and operations. We also understand that design, build, and maintenance costs can be prohibitive, especially for smaller societies. We believe there is an opportunity to leverage CFA Institute resources to effectively partner with societies on this effort.
- Timeline: The decision on the society website project will be communicated by 31 August 2022.
Cvent
Society Operations and the IT Product team are working closely with Cvent to implement an application that will enhance data sharing and capture between Cvent and Salesforce.
- Why this matters: In our current instance of Cvent, registration data does not flow back into Salesforce. This causes reconciling and reporting issues for local societies.
- Timeline: Estimated completion date is end of calendar year 2022. Please stay tuned for information and training sessions as we draw closer to implementation.
In March, our team identified ~15,000 duplicate contact records in Cvent. Since then, the team worked to ensure all duplicative contact data that lives in Cvent is merged.
- Why this matters: This work illustrates CFA Institute’s commitment to strong data governance in our data practices to ensure our societies have accurate data and eliminates potential event registration issues for contacts that had duplicate records.
- Timeline: Completed April 2022
Salesforce Marketing Cloud
CFA Institute is currently transitioning our internal marketing team from Adobe’s Marketo platform to Salesforce Marketing Cloud to bolster our marketing automation capabilities. CFA Institute sees the migration project as an opportunity to:
- Achieve cost savings by switching to a lower-cost platform
- Reduce the number of technical platforms requiring support
- Adopt best practices with regards to marketing automation activities
- Gain customer insights through adoption of an integrated marketing platform
- Lay the foundation for a future Customer Data Platform (CDP) implementation
- Why this matters: Currently, 64 societies have the ability to utilize the Marketing Cloud platform for their email marketing efforts. However, the current platform does not include enhanced features such as Journey Builder. With CFA Institute's internal use of the platform, societies will be able to access the Journey Builder feature, which will allow us to leverage templates and campaigns with societies for streamlined messaging.
- Timeline: The CFA Institute Global Marketing team will begin operational implementation by 15 August 2022. A plan for society use will be available in the calendar year 2023.
Society Operations Case Management Survey Changes
In the past, Society Operations has asked for satisfaction feedback when support cases are closed. Moving forward, rather than asking about feedback, we will ask whether the issue was resolved and if not, why. Society Operations will remind contacts of this new survey and encourage survey completion once cases are closed.
- Why this matters: The survey has become stagnant. In changing the survey question to inquire about whether an issue was resolved, and if not, why, we are able to collect better data to analyze and understand how to create platform improvements and create operational efficiencies in the future.
- Timeline: This new method of surveying was implemented in July 2022.
If you have any questions or would like to learn more about these updates, please reach out to societysupport@cfainstitute.org.
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