Integration Without Limits: Leveraging Data to Nurture the Student Journey

Online education presents challenges in how a student seeks services from the university and how the university promotes engagement with the student.  Worcester Polytechnic Institute (WPI) has established a relationship-based customer service model where WPI operations managers provide full-service concierge-style support to individual students. Join this session as WPI discusses how Salesforce integrates data from multiple platforms to create a suite of student-centric tools that enable each operations manager to efficiently serve hundreds of students.  Extensive use of dashboards and automated reminders help to proactively identify student needs, while process automation and outbound emails ease the burden of routine tasks and communications. Operations managers also have a comprehensive view of students when responding to inbound support requests. Results will be presented to show increased student engagement and increased retention of new students, and a live demonstration will be conducted.