Unifying University Systems into a Single System of Record
Student Services, Financial Aid, Academic Services, and Career Services see higher productivity with streamlined, uniform processes powered by Salesforce Education Cloud.
This major university had ambitious five-year goals for recruiting, applications, and admissions—but its tech stack was holding it back.
Disjointed systems ran critical functions: one tool for the call center, another for CRM, and yet another for the Student Information System (SIS).
None of them worked together, creating inefficiencies that forced staff to rely on manual processes, custom code, and institutional knowledge just to keep things running.
Worse, some of these tools weren’t even built for higher education, adding extra frustration and complexity. Without a single, unified system, the university struggled to compete at an industry level.
To meet its goals, leadership knew they needed a 360-degree view of end-to-end business processes in one integrated platform.
To meet its five-year recruitment, application, and admission goals, the university needed more than just system upgrades—it needed a unified, scalable foundation. Coastal worked alongside the institution to consolidate multiple systems, reduce reliance on custom and siloed code, and build an infrastructure that could support long-term growth.
The first step was implementing a true “home base” for student interactions. Coastal introduced Salesforce Education Cloud, a platform built specifically for higher education. By replacing multiple disconnected tools with out-of-the-box functionality, the university was able to streamline operations and reduce complexity.
To support the university’s assertive recruitment strategy, Coastal deployed Salesforce Sales Engagement and Service Cloud Voice. These solutions eliminated the need for excessive custom code and significantly consolidated the tech stack, enabling a more agile and efficient approach to student engagement.
Beyond recruitment, Coastal reimagined how the university engages with students throughout their entire lifecycle. Experience Cloud became the cornerstone of this transformation. Coastal designed a student portal that serves as an interactive hub for:
Additionally, Coastal integrated a form management tool into Experience Cloud, further consolidating software while making it easier for staff to manage student data.
With Salesforce as the foundation, the university now has a fully connected view of each student—from application through graduation and beyond. Career services, academic support, and alumni engagement are all seamlessly integrated, ensuring long-term relationships that extend well past graduation.
With clearer processes, better visibility, and a more connected system, the university has made student lifecycle management more efficient and effective.
By moving to a single CRM, teams across Student Services, Financial Aid, Academic Services, and Career Services can now work together more seamlessly. Productivity has increased, and critical knowledge is no longer tied to individual staff members—reducing risk and ensuring continuity.
With automation and simpler workflows, the university can focus more on students and less on administrative bottlenecks, creating a smoother experience while staying competitive in a rapidly evolving higher education landscape.
