The challenge
This education technology company provides online learning solutions to universities and other institutions. Its platform supports both students and the teams assisting them.
The provider wanted to bring the support available on campus into an online learning experience. That required connected information, assisted and self-service journeys, and processes that could accommodate different institutions and course offerings.
Student and agent journeys
Support online self-management alongside access to an agent.
Institution requirements
Allow for different partner needs and additional courses.
Connected architecture
Link the student-facing experience with Salesforce data and service processes.
What we did
The project connected Salesforce sales and service capabilities with student support processes. An AWS-hosted student portal used APIs alongside Salesforce capabilities to connect the student-facing experience with operational systems.
Connect support information
Data and process integration gave agents context for enquiries and proactive student support.
Enable self-service
Online tools supported account management and access to learning-related services.
Support operations
The work included exam-booking allocation and processes for adding courses and institutional partners.
What changed
Students could use online account and service tools while agents worked with connected information. The platform also supported the addition of courses and institutional partners.
| Focus | Goal | Delivered capability |
|---|---|---|
| Service access | Bring the campus support experience into online learning | Online account tools and connected agent support |
| Platform development | Accommodate courses and institutional requirements | Processes supporting additional courses and partners |
