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Salesforce

Salesforce is a customer relationship management (CRM) system. The University uses Salesforce’s Education Cloud, which has been purpose built for the education sector.

Currently we use Salesforce for four main areas:

• Case management - a way to keep track of the work and support requests and questions raised with a team. Cases can be created via email, forms or manually following a call or meeting. Parts of the process can be automated to help teams use the system effectively. Cases can be linked to a student, staff member or just an email address - with reporting functionality we can analyse our data and build a picture on the support and work happening.
• Customer relationship management - for teams who engage with the public and other organisations, a CRM will support your contact database and help you manage your ongoing relationships and activities. Automation and reporting will help manage your partners.
• Knowledge management - Knowledge in Salesforce provides an option to share information internally and externally that is aligned with processes in Salesforce. It allows staff and students to self-serve for specific user instructions and information. 
• Live chat - currently with limited use, this gives us the ability to embed chat functionality on our web pages, link chats to our students or staff and create follow up support cases all in one platform.

If you’re interested in knowing more about Salesforce, or think you have a use case that you’d like to explore, please complete our online form:

• Register interest in Salesforce