About the client
The client is a renowned multi-campus educational institution in Toronto offering full-time and part-time degree, diploma, and graduate certificate programs.
Solution
- Implemented LevelShift’s proprietary Quick Start package for Salesforce Service Cloud to set up proactive case management. Case management fast-tracks and meets students’ academic, personal, and financial concerns.
- Set up a centralized interface for users to view relevant student information and manage case flow seamlessly.
- Automated case assignment based on staff skills and roles so that student cases are addressed quickly, thereby improving student experience
- Role-based data access was implemented with data security and compliance in mind.
- Enabled customer satisfaction surveys to gain feedback and measure the areas of development.
Benefits
- Case management implementation improved student experience and satisfaction
- User productivity increased with efficient case assignment, tracking and consolidated user interface.