Customer Success Hero | LAUREN CARRASQUILLO
When times are unpredictable you need access to the solutions at your fingertips, driven by data directly from Salesforce. This week we are highlighting Lauren Carrasquillo’s work at Ellevation Education and just how she has found solutions to the puzzles of process automation using Precursive OBX.
WHO IS LAUREN CARRASQUILLO?
Lauren is the Partner Success Operations Manager at Ellevation Education, a software company specifically designed for EL educators and the English learners they serve. Her role is to support the teams that interact directly with Ellevation’s over 800 partner school districts. Lauren works with her team to optimize internal processes and to make sure that all data collected from these partners is being gathered into their single source of truth, Salesforce.
And that’s what she loves the most - solving puzzles to make systems and processes more streamlined.
“I am always thinking, how can this be automated?”
WHY IS LAUREN A CUSTOMER SUCCESS HERO?
Simply because she is 100% focused on helping the Ellevation Education teams deliver success to their partners, through the best possible usage of their technology.
What’s more, she’s a team player.
“The people I work with are awesome and everything we do is collaborative.”
Put the two together and now everyone at Ellevation has been given the tools they need to work on what counts most for their partners; rather than being held up, figuring out inefficient systems.
AN EXAMPLE PLEASE?
Recently Lauren worked with her team to overhaul the process of gathering feedback from their partners. Previously this was a manual and time-consuming process: Lauren was keen to find a better way.
And now she has. On completion of a specific task within Precursive OBX, the partner is emailed a link to complete a CSAT survey via FormAssembly. This data is then posted directly back to the partner’s Contact and Account record in Salesforce.
THAT'S A COOL USE CASE. TELL ME MORE!
Sure. So, how about the streamlining of the training schedules? The Ellevation Education Training Solution Managers needed to stay on top of their schedules and all of the tasks involved. Lauren and the team built a templated process, driven by a Training custom object in Salesforce. As soon as an Opportunity is 'Closed Won', this automatically creates a training record for the team to use as a training request form. When the training is scheduled, a board is populated with all the necessary information and tasks, allocated to the right people.
What’s more, the automatic scheduling takes into account the pre-existing training schedules and intelligently assigns tasks, based on priority.
SO WHAT'S NEXT?
Lauren would love to take the knowledge from her work with the Partner Success Organization team to more departments within Ellevation Education so that they too can benefit from greater automation and efficiency.
IS THERE ANYTHING ELSE WE SHOULD KNOW ABOUT LAUREN?
She never actually knew that she would love having a career in technology. In actual fact, Lauren did a fashion merchandising degree. It was only later on that she discovered her passion for fashion was actually second to her love of logic!
Ellevation Education is a web-based software platform specifically designed for EL educators and the English Learners they serve. Our suite of products enables educators to gain greater insight into EL program data and instructional decisions in one convenient place, ensure high-quality instruction for ELs in every classroom, strengthen all pillars of dual language programs, and prepare ELs to access rigorous, grade-level math content.
