A recent collaboration between USC’s Information Technology Services (ITS) and the Provost’s Office has successfully modernized student support services, improving communication and case management across key departments. The Enrollment Services Case Management Implementation project utilized Salesforce Case Management & Marketing Cloud to replace outdated systems, increasing efficiency for Enrollment Services, Admissions, Financial Aid, and the Registrar’s Office.
Enhancing Student Support with Salesforce
With a focus on student success, the project aimed to enhance case management and communication. Salesforce Case Management now allows teams to effectively track and resolve student inquiries across various service areas, including admissions, financial aid, and academic support. The platform assigns cases to team members for prompt resolution, ensuring that students receive the required assistance without unnecessary delays.
Moreover, Salesforce Marketing Cloud enables more personalized engagement. By customizing outreach according to student needs and interests, the system keeps prospective students updated on deadlines, programs, and events while ensuring current students remain connected through academic reminders and extracurricular opportunities.
ITS Data Team’s Role: The Power Behind the System
A project of this scale required the seamless integration of USC’s central student data with the new Salesforce platform. The ITS Data Team collaborated closely with the Provost’s team to design and implement a sophisticated data architecture that ensures accuracy, quality, and efficiency. Data serves as the backbone of all USC systems, and without it, effective student services would not be achievable.
A Cross-Departmental Success
The implementation’s impact spans multiple departments, establishing a unified system for managing student inquiries and communications. Now, Enrollment Services, Admissions, Financial Aid, and the Registrar’s Office are equipped with a robust and efficient solution that improves student experiences and streamlines operational workflows. Rebecca Romero, Senior Application Administrator in the USC Provost’s Office, noted that this is the first time that Enrollment Services will have a single relational database platform for applicant and student records. She emphasized that this demonstrates an unwavering commitment to producing reliable and sustainable data for all customers. “Every member of ITS Data Team that I have worked with embodies each of USC’s Unifying Values,” she added.
Celebrating the Team Behind the Success
The success of this project is a testament to the dedication and collaboration between ITS and the Provost’s Office. Special recognition is due to ITS team members Mani Nagayanallur, Venkataramireddy Challa, and Jawahir Moulana Ahamed Kasim for their instrumental roles in bringing this system to life. Together with Provost colleagues Sarah Holdren, Rebecca Romero, Ryan Rozan, Geoffrey Chu, and Elica Joy Partida, their efforts were crucial in replacing the Enrollment Services Department’s legacy Oracle Service Cloud platform with Salesforce Case Management.
USC continues its commitment to providing modern, efficient, and student-centered services through this implementation. The collaboration between ITS and the Provost’s Office exemplifies the power of teamwork and innovation in enhancing the university experience for both students and staff.