Salesforce Education Cloud and Experience Cloud for a UK Public University

Introduction

The University, one of the oldest and most prestigious universities in the world, faced challenges in managing student data, engagement, and delivering personalised experiences. To address these challenges, the university decided to implement Salesforce Education Cloud and Experience Cloud.

Client Background

The University, located in Coventry, England, is a renowned institution with a rich history dating back to the 12th century. With over 23,000 students and a diverse range of academic programs, the university sought to enhance its student management processes and improve engagement with prospective and current students

Challenges (What was Used Before)

Student Data Management:The university struggled with fragmented student data across multiple systems, making it challenging to gain a holistic view of student interactions and performance.
Engagement and Communication:There was a need to improve communication and engagement with prospective students, alumni, and other stakeholders to enhance the university's reputation and attract top talent.
Personalised Experiences:Delivering personalised experiences to students and alumni was difficult due to the lack of a centralised platform to track preferences and interactions

Solution(What we implemented)

The University of Coventry partnered with a certified Salesforce implementation partner to deploy Salesforce Education Cloud and Experience Cloud. The solution included the following components

1.Education Cloud Implementation:Education Cloud was customised to manage the entire student lifecycle, from recruitment and admissions to graduation and alumni relations. This involved consolidating student data from various sources into a single, unified platform.

• Recruitment and Admissions:There was a need to improve communication and engagement with prospective students, alumni, and other stakeholders to enhance the university's reputation and attract top talent.
• Academic Advising:Delivering personalised experiences to students and alumni was difficult due to the lack of a centralised platform to track preferences and interactions

2.Experience Cloud Implementation:

• Student and Alumni Portals:Experience Cloud was leveraged to create self-service portals for students and alumni, providing them with access to academic resources, event calendars, career services, and alumni networks.
• Personalized Content Delivery:The university implemented AI-driven recommendations and personalised content delivery mechanisms to tailor the online experience based on users' preferences, interests, and behaviour.
• Virtual Events and Webinars:Experience Cloud was used to host virtual events, webinars, and interactive sessions, enabling the university to engage with prospective students and alumni regardless of their location

Results

• Improved Student Engagement: The implementation of Education Cloud and Experience Cloud led to a significant improvement in student engagement and satisfaction. Students and alumni could easily access resources, connect with advisors, and participate in university events.
• Streamlined Admissions Process: The recruitment and admissions process became more efficient and transparent, leading to higher conversion rates and better yield for the university.
• Enhanced Personalization: By leveraging AI-driven recommendations and personalised content delivery, the university could deliver tailored experiences to students and alumni, increasing engagement and retention
• Centralized Data Management:Education Cloud provided the university with a centralized platform to manage student data, enabling better decision-making and improved reporting capabilities.

Conclusion

By implementing Salesforce Education Cloud and Experience Cloud, the University of Oxford transformed its student management processes, enhanced engagement with students and alumni, and delivered personalised experiences at scale. The university is now better positioned to attract top talent, drive academic success, and maintain its reputation as a global leader in higher education

Implementation Process How we solve the problems

How we solve the problems