DemandBlue helped the client fast-track student case management by implementing Salesforce Service Cloud.
About the ClientThe client is a renowned multi-campus educational institution in Toronto offering full-time and part-time degree, diploma, and graduate certificate programs.
- 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.
- 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