How Creation Technology Helped the Queen Mary University Transform It’s Student Engagement Processes, Reduce Duplication and Strealine Operations.
Queen Mary University of London (QMUL) sought to transform its enquiry management process, aiming to improve student engagement, reduce duplication, and streamline operations. Facing rising student expectations and over one million annual enquiries, QMUL needed a robust, scalable platform capable of providingmulti-channel engagement, automation, and personalised services. To achieve this, QMUL partnered with Creation Technology, a Solution
BENEFITS
Set up as the primary CRM to manage student interactions.
Provided a single source of truth by consolidating data from disparate systems.
Enabled management of complex academic structures, including faculties, departments, and courses.
Our Solution
The project aimed to modernise QMUL’s enterprise enquiry management system by implementing Salesforce Education Cloud, Experience Cloud, and Service Cloud. The project’s initial phase focused on delivering a core platform for student enquiry management, with future phases planned to address applicant, staff, and alumni engagements.
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Enterprise Enquiry Management:
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Case Management: Automating and streamlining enquiry workflows.
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Web Form Integration: Integration of Gecko and Form Assembly web forms to enable enquiry submissions.
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Email-to-Case: Automatically converting email enquiries into Salesforce cases.
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SLA and Milestone Tracking: Ensuring timely resolution of enquiries in line with university KPIs.
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Data Migration:
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Delivered a self-service portal allowing students to submit and track enquiries.
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Integrated with QMUL’s MySIS system for single sign-on (SSO).
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Hosted a knowledge base, enabling self-service and reducing the volume of incoming enquiries.
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Integrations:
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Integrated Salesforce with Tribal SITS (Student Information System) via Dell Boomi middleware, allowing real-time access to student data.
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​Integrated Microsoft Teams for internal communications and Power BI for advanced reporting.
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Salesforce Experience Cloud:
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Migrated historical data from Tribal SID (Student Inquiry Desk) to Salesforce, ensuring continuity of service for current students.
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Consolidated over 1,500 FAQ records into the new system to provide a rich knowledge base
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The Scope of the Solution Delivered
Implementation Services
Creation Technology provided a comprehensive suite of services to support QMUL’s transition to Salesforce Education Cloud. The implementation process was structured around agile methodologies, ensuring flexibility and continuous feedback from stakeholders. Key Services Delivered:
1.Platform Setup and Configuration:​
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Established Development, QA, UAT, and Production environments.
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Configured custom fields, workflows, page layouts, and permissions.
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Enabled Person Accounts to manage individual student profiles effectively
2.Technical Integrations:
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Designed and built APIs to integrate Salesforce with SITS, ensuring seamless data exchange.
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Connected Salesforce to MS Teams, allowing enquiry handlers to manage cases directly from Teams.
3.Data Migration and Cleansing:
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Created a data workbook detailing object mappings and transformations.
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Migrated over 400GB of data from Tribal SID, ensuring minimal data loss and accuracy.
4.Training and Enablement:
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Delivered technical training to Salesforce admins and enquiry handlers.
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Supported Deloitte in developing end-user training materials and knowledge transfer sessions.
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Provided a dedicated sandbox environment for hands-on training and testing.
5.User Acceptance Testing (UAT):
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Facilitated UAT with QMUL project teams, iterating based on feedback.
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Delivered test cases and supported UAT execution, ensuring the platform met user requirements.
6.Project Governance and Management:
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Provided weekly status reports, risk logs, and RAID documents to ensure transparency.
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Coordinated with Deloitte to align technical delivery with broader change management initiatives.
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Delivered Gantt charts and sprint plans to track progress.
Post-Go-Live Support and Maintenance
Creation Technology ensured ongoing support and maintenance post-implementation, guaranteeing the platform’s long-term success.
Hypercare Period
Delivered three months of hypercare support post-go-live, addressing immediate issues. Monitored platform performance, ensuring stability and user satisfaction.
Managed Services
A three-year managed service contract was initiated to provide continuous support, with the option to extend for an additional two years. Provided UK business hours support and guaranteed non-disruptive maintenance.
Enhancement & Optimisation
Regularly reviewed system performance and suggested enhancements to optimise workflows and user experience.
Supporting QMUL to Maximise Platform Use
Creation Technology’s approach went beyond simple implementation; it aimed to empower QMUL to fully leverage Salesforce’s capabilities. Several initiatives were introduced to maximise platform adoption and usage:
Collaborative Agile Development
QMUL project teams participated in iterative sprint cycles, allowing them to test new functionalities early and provide feedback.
Hands-On Training and Knowledge Transfer
A train-the-trainer model was used, ensuring internal staff could cascade knowledge across departments.
Role-Based Access and Customisation
Tailored dashboards and workflows were created for different teams, ensuring the platform met diverse user needs.
Automating Routine Tasks
Enquiry workflows and auto-response communications reduced manual effort, allowing staff to focus on complex cases.
Operational Efficiency
​Automation and integration with SITS reduced manual data handling, freeing up staff for higher-value tasks. Consolidating enquiries from multiple departments reduced duplication and improved consistency.
Achieving Outcomes and Benefits
The successful implementation of Salesforce Education Cloud delivered significant benefits for QMUL, transforming the enquiry management process.
Enhanced Student Experience
Students could self-serve through the Experience Cloud portal, reducing wait times and improving satisfaction. Automated responses and SLAs ensured enquiries were addressed promptly.
Data-Driven Decision Making
Power BI integration enabled QMUL to track enquiry trends and make data-informed decisions. Real-time analytics provided insights into enquiry resolution times, staff performance, and student engagement.
Future-Ready Platform
The scalable architecture allows for future phases, including staff and applicant enquiry management. QMUL is now positioned to adopt advanced Salesforce features such as Einstein AI and LiveAgent