Texas Tech built a unified system to track students from enrollment through graduation using Salesforce tools. They cut case resolution time by 65 days and hit their enrollment goal of 40,000 students, while keeping strict controls on how they use AI with student data.
Reach 40,000 by 2020.
65 days faster.
The needs of students 20 years ago look different than the needs of our students today. Institutions of higher education face a lot of challenges supporting and retaining our students because each student is so unique. Texas Tech is different because we take a customized approach to supporting students. And if relationships are part of our DNA, we have to utilize technology. We had a goal of reaching 40,000 by 2020 and I'm pleased to share that we did reach that goal. But with growing there does come pains. We had data living in silos across campus. From Excel spreadsheets to individual computers to written on pieces of paper. We needed to bring that data together. We turned to the Salesforce platform to get that 360 degree view of the student. Raider Success Hub brings together the people, the processes and the technology to help make students dreams a reality. The best thing I find about Raider Success Hub is sort of the context that it gives me when I'm meeting with the student. All this information telling me who has she met with. I can see that maybe a student has a medium retention risk category. That usually tells me that she needs a little bit, maybe more specialized attention. I can meet with them individually to see what support I can offer. Students can log in into Radio Success Hub, go through the entire mobile view. Book an appointment with me to talk more in detail. One of the areas that we are blending CRMA and the CRM and Marketing Cloud is in our re enrollment efforts. CRM analytics allows us to analyze our data for trends so that we can develop predictive models. We started with Tinto's model for student Success to look at those five buckets that lead to student success. We know that students stop out for a number of reasons, but with Marketing Cloud we now have data at our fingertips and we're able to offer what they need when they need it. Investing in Salesforce for Education allows us the opportunity for students to have a connected experience from the onboarding all the way through to graduation. Einstein One platform really was that piece of the puzzle that helped us bring together people, process and technology to support our students. We were able to respond and enclose student support cases 65 days faster. Salesforce Professional Services guided us through the process of looking at what data we had to analyze it in ways that we've never been able to before. They're very much a part of our Texas Tech team and they know Texas Tech as well as we know Texas Tech. CRM +AI +Data Data blended with trust is key. If we are not using AI and data in a trustful manner, we're going to be behind times. It's important that it's done ethically. And trust is important as a part of this process. Because I want to know what people are doing with my data. Don't you?
