Digital Transformation Consulting

The case study details Queensland University of Technology's (QUT) efforts to address the challenge of highly personalized student engagement in a competitive higher education landscape. QUT faced the niche issue of providing prospective students with tailored, immediate support that covers a broad spectrum of needs—from academic guidance to living in Brisbane—while managing a high volume of inquiries efficiently. In response, QUT partnered with Accenture to implement a next-generation customer engagement platform based on Salesforce's Data Cloud, Einstein AI, and Education Data Architecture. This solution enabled QUT to gain a comprehensive view of each student's interactions, allowing staff to deliver precisely targeted advice and streamline the enrollment process for lifelong learners.

The tailored solution significantly enhanced QUT’s ability to proactively connect with students, with AI-powered insights empowering advisors to deliver more personalized experiences. As a result, the university saw an 84% increase in proactive student outreach, a 69% reduction in response times, and the capacity to handle higher inquiry volumes more efficiently. The use of AI and automation reduced student follow-ups by 50%, supporting a more responsive and human-centric digital engagement approach. Additionally, the staff increased outreach efforts by 8,000 contacts compared to the previous year and expanded domestic outreach campaigns by 17, demonstrating improved operational efficiency and heightened engagement capabilities rooted in data-driven personalization. The project’s success was further validated by QUT receiving the Salesforce 2024 Partner Innovation Award for Education.