Enterprise Service Management
Use Salesforce's market leading Service Cloud functionality to transform the way that you manage enquiries across your organisation.
Multi Channel Enquiries
Manage multi-channel enquiries (i.e. email, phone, web form, social post, SMS, WhatsApp, In Person) from all of your different audiences (i.e. Prospect, Applicant, Student, Alumni, Partner, etc).
Salesforce makes it easy to manage multi-channel enquiries & send multi-channel communications. Empower your customer service teams with the latest tools & cloud functionality.
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Service Automation
Salesforce includes workflow automation features that can be used to speed up response times, automate repetitive or time consuming tasks & free up your staff to focus on high priority issues.
Many organisations choose to integrate Salesforce with other University systems (often via an ESB such as MuleSoft) to automate key requests & save time across multiple departments.
Student Self Service
Provide Students with Self Service Portal / Community access. Allow people to arrange appointments with support staff, raise service cases, access self service knowledge base articles & update profile.
Use functionality such as Einstein Chatbots to provide a 24/7 service & support function. If staff members are unavailable enable chatbot functionality to provide answers to common questions.
Multi Channel Enquiries & Communications
Allow your audience to contact you via multiple channels & engage with them via multiple channels.
Web Forms
Phone (CTI)
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Email (Email to Case)
Live Agent
Chatbot
In Person
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Community
Multi Channel
Enquiries / Touchpoints
Salesforce Customer Relationship Management
Multi Channel
Communications
Salesforce
Marketing Cloud
Customer 360
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SMS
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In- App Message
Push Notification
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Social Adverts
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