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 create 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 integration of Salesforce's Education Data Architecture provided QUT with a comprehensive view of student interactions, enabling staff to connect effectively with students at various stages of their educational journey.

Moreover, the automation of administrative tasks allowed QUT staff to focus more on building relationships with students. This shift in focus led to an increase of 8,000 proactive student outreach efforts compared to the previous year, along with 17 additional domestic outreach call campaigns. The streamlined registration process for lifelong learners further enhanced the experience, allowing them to enroll in professional education without the hassle of repeatedly entering data across multiple systems.

Recognizing the need for continuous improvement, QUT has recently introduced further enhancements to its inquiry management and personalization capabilities, which are expected to cut response times by an additional 10% and reduce student follow-ups by 50%. This strategic initiative not only signifies innovation and growth at QUT but also underscores the university's commitment to aligning its change management efforts with its core values and purpose. The successful collaboration with Accenture and the implementation of advanced technology have positioned QUT as a leader in leveraging data and AI to redefine student engagement, earning recognition with the Salesforce 2024 Partner Innovation Award for Education.