DemandBlue helped the client fast-track student case management by implementing Salesforce Service Cloud.

 

About the Client

The client is a renowned multi-campus educational institution in Toronto offering full-time and part-time degree, diploma, and graduate certificate programs.  

Solution

  • Implemented DemandBlue proprietary Quick Start package for Salesforce Service Cloud to set up proactive case management. The case management fast-tracks and meet students’ academic, personal, and financial concerns.
  • Set up a centralized interface for users to view relevant student information and manage case flow seamlessly.
  • Automated case assignment based on staff skills and roles so that student cases are addressed quickly thereby improving student experience
  • Role based data access was implemented with Data security and compliance in mind.
  • Enabled customer satisfaction survey to gain feedback and measure the areas of development.
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Benefits

  • Case Management implementation improved student experience and satisfaction
  • User productivity increased with efficient case assignment, tracking and consolidated user interface.

Salesforce: Service Cloud, Education Cloud
Technologies: Apex, API, Flows, Einstein Chatbot

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