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+1-480-382-1320Student Success Hub for Higher Education Case Study ( Part 2)
Case Studies
Background
The client approached Girikon, a Gold Salesforce Consulting Partner, for the implementation of their Salesforce EDA Instance and the adoption of the software to achieve a 360-degree view of their marketing and sales processes, as well as their student journeys. Girikon was preferred over other Salesforce partners as they had experience working with organisations having multiple divisions. Furthermore, Girikon’s agile methodology had empowered Girikon to become efficient and provide their clients with a quality product that exceeded their expectations. Additionally, Girikon’s onshore and offshore capabilities helped them provide their clients with a competitive price structure, along with easy accessibility to the team.
For student management and their well-being, the client wanted to implement Student Success Hub with Girikon because Girikon is the first provider to implement the Student Success Hub in the entire Asia-Pacific Region. Besides, for better support and seamless communication, the client implemented the Digital Engagement module which covers the Chat Bot and SMS functionality.
About the client
The client is a not-for-profit Higher Education Institution that recently celebrated 100 years of providing Biblically grounded, quality education and training.
The client is committed to its Baptist heritage; however, their community of students are from a wide range of denominations. The client aims to prepare students to apply studies within their profession, including ministry, teaching, mission, nursing, accountancy, building.
The client offers cutting-edge training in Bible, Ministry, Theology, Evangelism, Mission, Education, Counselling, Chaplaincy and Leadership development.
The client is currently undertaking a Digital Transformation Project. As a part of this project, they are trying to figure out a way to a more efficient way of doing everything. Key objectives include a review of the current digital ecosystem, current business processes, and adoption of a digital platform such as Salesforce to accommodate a 360-degree of the student throughout their journey, introduce key automation, and interoperability between their third-party systems.
The Problem
Below are the paint points that the client’s team was struggling with:
- Lack of a proper student well-being process and student support system.
- Lack of a proper analytical reporting and tracking system for Student’s Performance.
- Lack of a 360 view of their student journeys and activities.
- Lack of an Automated Appointment feature to help student consult their academic heads and faculty members.
- Lots of manual steps being performed by the Student Services team.
- Lack of a feature to identify and segregate High and Low Priority cases communicated by students.
The solution
Girikon worked alongside the client to ensure the successful implementation of Salesforce Higher Education Solution: Student Success Hub, which helped them to mitigate their existing pain points and improve their efficiency. The implementation of the Student Success Hub was a complete game-changer and helped the client:
- Manage student well-being process and student support system more effectively
- Find ease in analytical reporting and tracking for Student’s Performance
- Have a detailed 360 view of their student journeys and activities.
- Give their students options to consult their academic heads and faculty members through the appointment features.
- Prioritise the cases coming from students at risk and manage cases among the team members.
- Have automated processes for the Student Services team to manage tasks, events, and activities.
The Implementation
Student Success Hub (SSH) Implementation:
- SSH Configuration: Created sharing settings, enabled permissions, setup custom metadata, custom fields creation. Built Flow for Alerts.
- Email to Case: Enabled Email to Case and setup record types for Cases.
- Appointment: Enabled Appointment Manager Utility
- Portal Support: Created community builder for Digital Experience. Created Pages – Appointments, Teams, Tasks, Success Plans, My Cases, Unit Enrolment, Liberty.
- Reports and Dashboards: Created report and dashboard for – Total & Open Cases, GPA of Student, Total Credit Points Granted
- Success Plan: Created one sample Success Plan
In the Salesforce environment, the Student Services team members can have a 360 view of the students, including Student Contact Overview, Total Cases, Academic Performance. They can also have a view of each individual case, set an appointment with a student, and view the Success Team and Success Plan for each student.
Student Contact Overview
Total Cases
Academic Performance
Student’s Case
Appointments
Success Team
Success Plan
From the Student Portal, a student can access their Feed, Success Team, Tasks, Appointments, Case and Success Plan to be able to manage their own student journey with the support and collaboration from the Student Services Team members.
Feed
Success Team
Tasks
Appointments
Case
Success Plan
The Outcome
Girikon’s implementation of Student Success Hub to match the business processes of the client was successful. As a result of the implementation, all the client’s business units were now housed in Salesforce and most of their data in Salesforce were acting as the single source of truth.
Students can easily raise their concerns via cases and Student Services team can prioritise them; besides, scheduling appointment was never this easy for both Students and the Services team. The services team can create reports and track Student’s Performance, activities, and other related metrics with ease.
Tasks, events, and activities management has been streamlined and automated for the Student Services team.
Customer Satisfaction
The client was so satisfied with the Pardot implementation that they continued using Girikon’s services, including implementing their Payments2Us and Nab Transact, and creating multiple Integrations with their Legacy systems.
“As we were the first higher education institution in our region to adopt the EDA with the Student Success Hub (SSH), there was a lengthy scoping phase for this project. Girikon were excellent in assisting us with discovering our needs and how Salesforce could meet and exceed those needs.”
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