One of the largest Universities in the US

Case Study

Client: One of the largest Universities in the US

Roles

Salesforce Technical Implementation Team, Technical Architecture and Senior Developers.

Challenge

Students lacked a centralized location to manage all their university administrative experiences from enrollment, classes sign-up, advisor/counselor appointments, etc. Heavy use of physical paper, emails, spreadsheets and a few legacy ERP systems. Lacked a shared student view for associated advisors and counselors.

Solution

Salesforce Experience Cloud with Student Success Hub object models. Seamlessly integrated sentiment analysis surveying into user flows. Automated chat bots for engaging FAQ and front-line customer support. Pro-active email and SMS / text message reminders of key calendar dates, appointments and other reminders.

Results

Deployed a Beta within 3 months for stakeholder and user research, followed by a pilot in under 6 months (contract to launch with the pilot groups). Full launch in approximately 9 months.