Digital Transformation Consulting

Queensland University of Technology (QUT) faced significant challenges in attracting and engaging prospective students in a competitive higher education landscape, where students often feel overwhelmed by their choices. To address this issue, QUT partnered with Accenture to develop a next-generation customer engagement platform that leverages Salesforce's Data Cloud and Einstein AI. This innovative solution aimed to provide personalized experiences for students, enhancing their engagement from initial inquiry through to post-degree education.

The implementation of this tailored solution resulted in an impressive 84% increase in proactive student engagement, which was crucial for retaining students who might have otherwise pursued alternative pathways. Additionally, the response times to inquiries decreased by 69%, allowing staff to address prospective students' questions more swiftly. The foundation of this initiative was a sophisticated customer relationship management (CRM) system powered by Salesforce's Education Data Architecture, which enabled QUT staff to maintain a comprehensive view of student interactions and provide timely, relevant guidance.

Moreover, the integration of AI technology not only improved service capabilities but also streamlined the registration process for lifelong learners, reducing the need for repetitive data entry across multiple systems. This efficiency allowed QUT staff to focus more on building meaningful relationships with students. As a result, proactive outreach efforts increased by 8,000 compared to the previous year, and the university conducted 17 additional domestic outreach call campaigns.

Recognizing the ongoing potential for improvement, QUT has recently introduced further enhancements with Data Cloud and Einstein AI for inquiry management and personalization, aiming to cut response times by an additional 10% and reduce student follow-ups by 50%. This strategic approach to change management, which included training and targeted communications, has positioned QUT to redefine its engagement strategies effectively. The success of this initiative was acknowledged with the Salesforce 2024 Partner Innovation Award for Education, highlighting QUT's achievement in setting a new standard for student engagement through the innovative use of data and AI.