ISB streamlines processes for smooth student engagement on Salesforce

The Indian School of Business (ISB) evolved from a need for a world-class business school in Asia to groom future leaders for India and the world.  Its first cohort started on its Hyderabad campus in 2001. It has ranked #1 in India and among the top 50 worldwide since 2020 for academics and research. ISB has built this success on anticipating and meeting what learners truly need throughout their careers.

Unifying data and streamlining processes to support lifelong learning

ISB interacts with a wide range of learners - from fresh graduates to CEOs - across multiple touchpoints during outreach, enrollment, their time on campus, and well after that. The school wanted a solution that would consolidate valuable data across these touchpoints into a student 360. Automation of the numerous learner-facing processes would also help in delivering a hyper-personalised, seamless student experience. 

The school was also looking at templatising these processes so they could rapidly deploy them across various courses and streams.

ISB streamlines processes for smooth and speedy student engagement

Today, the entire student journey from managing student leads, to applications and enrolment is streamlined and automated on Salesforce Education Cloud.

Learners complete their applications on an admissions portal built on Salesforce Experience Cloud.  Here,  ISB teams guide candidates through a frictionless experience via the stages of selection until enrolment. Meanwhile, the marketing team designs, personalises, delivers, and monitors multichannel campaigns through Salesforce Marketing Cloud. 

Multiple teams at ISB today leverage a continually enriched student 360 to enhance efficiency and student engagement.

“Salesforce has become a centralised platform where we are unifying our processes and creating a student 360, which is available to the entire organisation,” says Swapna Bekkem, Associate Director, IT, ISB.

ISB also uses Salesforce to efficiently manage placement relationships with recruiting companies and for faculty management, serving as a single platform where they can manage their teaching and research schedules.

The standardisation and templatisation of processes and workflows is helping the team rapidly deploy the solution in new business lines, so ISB can scale fast while improving the student experience. 

“Salesforce has been a great enabler for the business. We are seeing acceleration with each phase of implementation,” notes Abhilasha Kumar, Head of Marketing, ISB Executive Education.

Watch this video where Kumar and Bekkem share more insights on their transformation journey.