Background
Global Leading EdTech deploys Salesforce Service Cloud
Our customer is a global leader in eLearning who play host to some 3 million annual subscribers. With the shuttering of schools during lockdown, demand surged, and students came to rely on their courses more fully as their primary educational resource. Today, the company is welcoming over 30,000 new students per month, and processes close to one million inbound touchpoints every month, making them one of the fastest growing companies in the sector today.
But this growth has meant a need for smarter ways to manage the burgeoning demand for their services. To help them streamline their operations and manage this demand they are implementing a global instance of Salesforce Service Cloud which will be the engine through which they transform and refine processes such as onboarding, student progression and course management. The end result is to ensure they can comfortably accommodate accelerated growth, while ensuring that a great learning experience is maintained.
Alongside this need is the company’s ambition to become the leading global provider of educational resources. This growth will be met through acquisition and new start-up operations outside of their traditional geographic markets. By implementing a global leading solution from Salesforce, the company will ensure that new operations and offerings can be met within one global solution, ensuring consistency of service for all their customers.
The solution aims to deliver full Student 360 with automation across a number of important activities to reduce the administrative burden and maintain focus on value added activities.
But this growth has meant a need for smarter ways to manage the burgeoning demand for their services. To help them streamline their operations and manage this demand they are implementing a global instance of Salesforce Service Cloud which will be the engine through which they transform and refine processes such as onboarding, student progression and course management. The end result is to ensure they can comfortably accommodate accelerated growth, while ensuring that a great learning experience is maintained.
Alongside this need is the company’s ambition to become the leading global provider of educational resources. This growth will be met through acquisition and new start-up operations outside of their traditional geographic markets. By implementing a global leading solution from Salesforce, the company will ensure that new operations and offerings can be met within one global solution, ensuring consistency of service for all their customers.
The solution aims to deliver full Student 360 with automation across a number of important activities to reduce the administrative burden and maintain focus on value added activities.
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To help them streamline their operations and manage this demand they are implementing a global instance of Salesforce Service Cloud which will be the engine through which they transform and refine processes such as onboarding, student progression and course management.
Venerate Solutions — 2021
The solution, delivered by Venerate, offers:
Student registration and onboarding
- Student subscription records are created and updated using the information captured during the onboarding process. Financial records including payments, outstanding amounts and repayment schedules are appended for full visibility. Course consumables are seamlessly ordered and delivered to the student via a fulfilment centre.
Student Journey Management
- Students are assigned to agents and mentors according to a sophisticated inbuilt workflow that auto-assigns and updates according to their educational stage and maturity. Inbound and outbound touchpoints are recorded and escalated with an in-built flow that manages and controls response type according to SLAs, and query type with escalation flows to ensure that the student reaches the right resource at the right time.
Student Engagement Management
- Activity levels and journey thresholds are automatically assessed, scored and analysed to ensure that students are progressing successfully with their course materials. Any unusual activity is flagged to the appropriate resources for additional or corrective action.
Call Center Integration
- All student records are mapped into a CTI system for auto-call logging and to assist agents and product experts in making, recording and escalating contact touchpoints in line with SLAs. Emails, SMS and social messaging services are fully integrated to ensure correct query routing, handling and assignment.
Renewal and Retention.
- Inbuilt triggers based on course duration and completion are auto-assigned to the renewals team to ensure timely contact points to help renew and upsell subscriptions.
Venerate delivered:
With innovative operational support processes defined and mapped to support the student journey, the company are now well placed to ensure their students can reach the right resources and remain on track for successful course completion. This, in turn, will help foster loyalty helping to retain and renew customers and ensure a great brand reputation in their market.
With innovative operational support processes defined and mapped to support the student journey, the company are now well placed to ensure their students can reach the right resources and remain on track for successful course completion. This, in turn, will help foster loyalty helping to retain and renew customers and ensure a great brand reputation in their market.
