Smarter Service Management for Modern Organisations
Deliver faster, more connected support experiences across every channel. From managing enquiries to automating workflows and enabling self-service, our enterprise service management solutions help teams work efficiently while improving response times and customer satisfaction.
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.
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 Agentforce AI Agents 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 / Touchpoints
Multi Channel
Communications
Salesforce Customer Relationship Management
Salesforce Marketing Cloud
Multi Channel Enquiries & Communications
Allow your audience to contact you via multiple channels & engage with them via multiple channels.
Web Forms
Phone (CTI)
Email (Email to Case)
Live Agent
Agentforce AI
In Person
Community
SMS
In- App Message
Push Notification
Social Adverts
