About CRM

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The Client Relationship Management (CRM) system went live on January 13, 2020. Visit support.ucsd.edu for current system information and support.

There are multiple platforms being used by service and support groups across campus. These platforms have overlapping capabilities. As interest grows on campus to leverage a system that assists with intake and fulfillment of service and support requests, it is prudent that UC San Diego align on a common platform.

One platform used by multiple service and support groups across campus will help us achieve performance objectives and deliver personalized and engaging client experiences to our mutual clients and provide:

Broader insight to our clients’ needs
Collaboration between support groups aimed at building and nurturing client relationships
Ease of transferring and escalating service/support requests between more groups

Guiding Principles

The guiding principles are implementation ideals that move us closer to achieving our vision. We look to employ these principles in every decision, process and task as a means of attaining operational excellence in the CRM system.

Utilize out-of-the-box capabilities of the ServiceNow platform to enable us to stay current with ServiceNow upgrades.
Meet user needs in the context of what’s best for the institution as a whole.
Lead with UC San Diego’s internal resources and external guidance and support from an implementation partner.

Project Sponsors

Brett Pollak

Director,
Workplace Technology Services
IT Services

Ted Johnson

Associate Controller, Chief Procurement Officer

Project Governance

Project Governance provides leadership support to the project team and ensures decisions are made in accordance with Guiding Principles.

Governance members make certain the project is operating within stated constraints (budget, schedule, scope, etc.) and monitors risks and associated mitigation efforts.

Escalation	Role
Ted Johnson	Associate Controller, Chief Procurement Officer
Brett Pollak	Director, Workplace Technology Services
Governance Members	Role
Vince Kellen	Chief Information Officer, Campus
Bob Neuhard	Executive Director, Operational Strategic Initiatives
Steve Ross	Associate Vice Chancellor, Academic Affairs
John Torello	Chief Technology Officer, Health Sciences

Project Team

Contact members of the CRM project team with questions.

Project Phases

The timeline for project phases may be updated throughout the lifecycle of the project.

Project Phase	Description	Timing
Phase 1	Implement case management	July 2019 – Dec 2019
Phase 2	Support transition for GA, OPAFS, and Research support services	September 2019 – January 2020
Phase 3	Support transition for IPPS	December 2020 – April 2020
Phase 4	Support transition for Cashier’s Office, LMS, Payroll	February 2020 – May 2020
Phase 5	Support transition for Student Financial Solutions	March 2020 – June 2020