Icreon revolutionizes student engagement and support, enhancing the digital experience from the first touchpoint through to graduation.
A prestigious university, situated in Ithaca, New York, is dedicated to academic excellence and innovation. As a beacon of higher education, the institution’s mission is to discover, preserve, and disseminate knowledge while educating the next generation of global citizens. However, the university faced significant challenges in managing fragmented data and inefficient processes, which hampered their ability to provide seamless student experiences and effective communication.
Learn how Icreon transformed their digital infrastructure, ultimately boosting operational efficiency and student satisfaction.
The university's fragmented data across multiple systems led to considerable inefficiencies in student engagement and support. Departments struggled with accessing consistent and accurate information, resulting in delayed and inconsistent communication. The admissions process was cumbersome and slow, often causing frustration among prospective students.
The lack of a consolidated platform meant that personalizing interactions and ensuring timely responses was nearly impossible. To remain competitive and uphold its reputation for excellence, the university needed a comprehensive solution that could unify data, streamline processes, and enhance overall operational efficiency.
Icreon's team conducted an in-depth analysis of the university’s existing systems and identified the core issues contributing to operational inefficiencies. By implementing a robust multi-cloud solution, we integrated Salesforce Service Cloud and Marketing Cloud to create a unified data platform. This integration allowed for seamless communication between departments and personalized student interactions.
Key automation workflows were developed in SFMC to enhance efficiency and data management. These workflows included syncing email opt-out values from CRM to SFMC subscriber lists, creating new Salesforce contacts from form submissions, and updating existing records with daily and weekly preferences.
Additionally, the system was configured to filter email domains, accepting only specified domains when required. This integration and automation approach streamlined operations, improved data consistency, and supported the company’s digital transformation objectives.
By creating a unified data source, we ensured that all departments accessed consistent and accurate information. This integration streamlined workflows and improved the data flow, facilitating real-time updates and comprehensive student profiles. The enhanced data integrity enabled more informed decision-making and personalized engagement, ultimately fostering better student outcomes and operational efficiency.
By automating email campaigns, follow-ups, and notifications, the university could engage students at critical points in their journey. This not only increased enrollment rates but also improved student satisfaction and retention. The sophisticated automation tools freed up valuable time for staff, allowing them to focus on high-impact activities rather than repetitive tasks.
With scalable architecture, the university can easily incorporate additional functionalities and accommodate increasing user demands without compromising performance. This flexibility is critical for maintaining a competitive edge and continuously enhancing the student experience.
We delivered tailored training sessions to various user groups, ensuring that everyone was proficient in using the new tools. Our ongoing support services ensured that the university could consistently leverage the technology to its fullest potential, addressing any issues promptly and effectively.
The integration of Salesforce clouds resulted in streamlined admissions processes, efficient data management, and improved student engagement. The university now enjoys a cohesive digital experience that supports students from their initial inquiry through to their academic journey.
