Case Study: University of Massachusetts System achieves greater productivity and streamlined employee services with Salesforce for Nonprofits

A Focus on Faculty and Staff Success Boosting Productivity and Efficiency

The University of Massachusetts System faced fragmented, paper- and email-based administrative services across its four campuses, medical school, and law school, which limited efficiency, collaboration, and employee satisfaction. Leadership sought a scalable solution to streamline HR, finance, procurement, payroll, and IT operations, reduce costs, and modernize the employee experience.

UMass expanded its longtime use of Salesforce — implementing Service Cloud and Experience Cloud with an employee-centric design and change-management approach — to simplify journeys, reduce friction, and encourage interdepartmental collaboration. The rollout improved adoption and workflow consistency across departments, enabled ongoing expansion of the platform, and set the stage for further automation using AI, chatbots, and RPA to boost productivity and efficiency.

University of Massachusetts System

Doug Anderson

Deputy Chief Information Officer