Flagship360: UMass’s CRM System

Flagship360 is an initiative led by University Relations and Information Technology to create a full spectrum understanding of our constituents in order to build authentic relationships throughout their entire life cycle.

  • Salesforce is the core platform for Flagship360. This system maintains our data of all university contacts and records the relationships and interactions these contacts have with UMass Amherst.
  • Marketing Cloud is the mass digital communications platform within Flagship360. It allows us to effectively target and engage specific audiences through email and SMS.

Flagship360 helps with everything from recruitment of new online students to case management and mass digital communications. Flagship360 is more than a technology platform—it is also the people, support, governance, processes, and policies that make the technology functional, effective, and secure.

ISOM buildings, the FAC, and the library shot from above.

Managed Communications

If your group does not have a designated communicator or isn't appropriate for Marketing Cloud, we're happy to help. We can assist you in targeting specific audience segments, executing mass email messages, and providing metrics around email performance.

Students gathered in a group for an activity at New Students Orientation

Student Recruitment Strategy & Tactics

Flagship360 helps online programs provide individualized experiences for prospective students. It also optimizes lead management and interactions. We can also support you by developing integrated marketing solutions in partnership with your program for everything from media planning and buying to the communications sent to accepted students.

Students gathered in an auditorium listnening to a speaker, not pictured.

Data Analysis

With Flagship360, you can receive reports and dashboards to help you monitor and optimize enrollment and measure the return on investment for your marketing activities. We can assist with the creation of, training in, and expertise in analyzing and reviewing the data.

A group of students in summer walking past the library

Communications Strategy

We'll collaborate with you to make sure you can take advantage of our best in class mass communications to engage students, faculty, staff, community members, and/or prospective students. We'll also help you use data to make sure you're delivering the right message to the right person at the right time. 

Our team can assess your group's business objectives to determine the right approach for communications and whether Marketing Cloud is the appropriate tool, and if it is we'll help set you up with the requisite training required. 

Case Study: UMass Amherst Marching Band

Let us show you how we were able to help conduct UMass Amherst's amazing marching band through a successful email recruitment campaign. 

School of Public Health research day poster presentations — many students showing their posters to a crowded room.

“The CRM team has been a terrific partner—always responsive to our requests, and thoughtful in providing data-driven strategies for our marketing and communication needs.” 

—Patrick Freeman, Director of External Relations, School of Public Health and Health Sciences

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Chris Pilsner

Chief Relationship Officer

Chris Pilsner leads MarCom's CRM team in advancing the university’s growing marketing and communications needs.
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