Case Study

Digital / Online Education

Edtech, like many other digital-based industries, is booming. The ongoing pandemic has severely curtailed our freedoms, and with all of us now spending more time at home, we need new ways to connect, to interact and learn – all at a distance.
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.

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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 Journey Management

Student Engagement Management

Call Center Integration

Renewal and Retention.

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.

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