CASE STUDY - SALESFORCE - EDUCATION
Our client, a higher education institution with over 28,000 students across undergraduate, postgraduate, and continuing education programmes, ran recruitment, admissions, and student services on separate platforms. We implemented Education Cloud as the system of record for the full lifecycle, then built the portal, journeys, and automation on top of it.
0
Improvement in application completion rate
0
Increase in first-year student retention
Main technologies used
Recruitment, admissions, and student services each worked in their own platform, so nobody could follow a student from first enquiry through to enrolment. That gap showed up in the applicant experience and in the numbers.
Recruitment and admissions ran on different systems, so the messages a student received depended on which team was sending them.
Anyone who wanted to check their status or upload a missing document had to contact the admissions team directly, and application drop-off sat at 38%.
Support staff had no access to recruitment or admissions records, so they asked enrolled students for information the institution already held.
More than 40 programmes carried their own application requirements and qualification mapping, none of which the existing platforms could model.
We implemented Education Cloud as the system of record from first enquiry through to alumni engagement. Our team built custom objects for programme-specific application requirements and qualification mapping across all 40-plus programmes, developed an Experience Cloud applicant portal with document upload, status tracking, and live chat, and configured Marketing Cloud journeys personalised by programme interest and application stage. Flow automation handles application routing, conditional offers, and enrolment confirmation.
All Technologies Used
Improved the application completion rate by 31%bringing drop-off down from 38% to 26%.
Cut average offer turnaround from 14 days to 5 daysthrough Flow-based application routing and conditional offer generation.
Raised first-year retention by 9 percentage pointsafter the early intervention workflow went live.
Gave advisors a caseload viewthrough custom Lightning components that surface at-risk students for early intervention.
Opened the application process to applicantswith a portal covering document upload, live status tracking, and direct chat with admissions advisors.
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