Customer Relationship Management (CRM)

Supported with Salesforce

CRM systems can simplify and automate business processes. For example, if you have a process that relies heavily on the use of spreadsheets and manual data entry, this service might be useful to you.

HSPH IT supports Salesforce as its preferred CRM system. Salesforce is commonly used for its Cases functionality. Cases consist of a set of customizable records and processes that can allow you to set up, maintain, and evaluate your customer support. Salesforce can be used to automate other business processes as well.

Key features and benefits

  • Can potentially replace any process that relies heavily on spreadsheets and manual data entry.
  • Creates detailed reports and dashboards with information gleaned from emails about support time and type of request.
  • Can trigger processes based on those emails, such as notifying a staff member or updating a related record.

Available to

Service cost

Core Service - Provided at no cost

The IT department provides two (2) free Salesforce licenses to all business units. A license provides a login to Salesforce for one employee, and must be used by a single employee (i.e., cannot use a departmental email address for which multiple people share the credentials).

Premium service - With associated cost

Business units will be billed for:

  • Any Salesforce licenses above their limit of two (2).
  • The cost of any add-on functionality that is not contained in the default Salesforce Enterprise tier. (Learn more about what is included in the Enterprise tier.)

How to get started

If you are interested in using this service, please schedule a consultation with the Web Apps team by emailing webapps@hsph.harvard.edu.