Friday, September 22nd 2023,  CACR’s Will Drake and Tim Daniel will talk about SecureMyResearch’s use of Salesforce to transition from simple ticket management to fully-fledged customer relationship management (CRM). This person-centered approach supports our mission of establishing and maintaining long term relationships with IU researchers. In this presentation we will discuss challenges we faced using other ticketing systems and how we tuned Salesforce to suit our goals and operational needs.