Summary

A UK-based University required a CRM solution to manage all academic advisors’ and students’ information in one place. They were looking for all in one student portal to centralize the communications and capture queries from students. Fulcrum Digital recommended Salesforce CRM Cloud implementation to standardize marketing processes and student communications. We also integrated their student portal with an AI Chatbot solution where students can ask a query, chat with an online agent, or do self-assessment.

50%

Increased Staff Efficiency

3x

Enhanced Student Portal Efficiency

25%

Improved Case Resolution

Business Challenge

Without a CRM solution, the client was facing challenges managing all their academic advisors’ and students’ details in a single portal. There was no proper rule-based engine to reach out to the students for specific communications. Due to inefficient silo systems, they were manually assigning cases to respective owners.

The client did not have a record-keeping system to capture all queries from students. They wanted to utilize the expertise of Fulcrum Digital to customize their student portal for effective data collection, more informed decision-making, and further optimized daily operations.

Solution

  • Implemented Salesforce Service Cloud as a CRM solution to standardize the marketing process and student Communication
  • Set up case assignment rules for effective case resolution through routing the cases to the appropriate case owners
  • Used Salesforce Advisor Link to quickly reschedule or cancel student appointments
  • Recommended AI Chatbot solution for student omnichannel experience with multiple social channels
  • Implemented Salesforce Education Data Architecture to manage student details, including academics, modules, and grades
University students in cooperation with their assignmen
Student studying on tablet

Benefits

  • 25% improved case resolution through routing the cases to the appropriate case owners
  • 3X enhanced student portal with centralized business operations
  • 50% increased University staff efficiency with the Salesforce CRM solution

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marketing@fulcrumdigital.com

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