Customer Service Automation
Queensland University of Technology needed to attract and retain prospective students more effectively, but fragmented engagement processes and slow responses made it harder to guide people through study choices, enrolment, and lifelong-learning pathways with timely, personalized support.
Reported impact
QUT improved the timeliness and relevance of student engagement, gave advisors better context for each interaction, streamlined professional-learning registration, and created a scalable digital platform that supports enrolment, retention, and service differentiation.
Queensland University of Technology and Accenture built a student-engagement platform on Salesforce that unifies relationship, data, and AI capabilities for the learner journey. The implementation started with a CRM foundation based on Salesforce Education Data Architecture so QUT staff could capture student interactions from first enquiry through enrolment and alumni engagement. Accenture then added Salesforce Data Cloud and Einstein AI to enrich that profile with faster enquiry handling, personalized recommendations, and better advisor guidance. Because the platform connects multiple systems, lifelong learners can register for professional education without re-entering the same information repeatedly. Advisors use the combined data and AI layer to prioritize outreach, answer questions sooner, and tailor guidance around course choices and student life. The result is a single service ecosystem that combines operational efficiency with more human and timely student interactions.
Prospective-student and learner interactions are captured through the CRM foundation built on Salesforce Education Data Architecture, then unified through Salesforce Data Cloud. Einstein AI uses that profile and cross-system context to support advisor outreach, enquiry handling, and personalized recommendations, and the resulting guidance is delivered back through staff engagement workflows and learner registration experiences.
"Lifelong learners now benefit from a streamlined registration process, allowing them to enroll in professional education without repeatedly entering data across multiple systems."
"QUT and Accenture have launched a next-gen customer engagement platform focused on personalized experiences for students using Salesforce's Data Cloud and Einstein AI."
"This collaboration has resulted in an 84% boost in proactive student engagement"
"This system allows staff to actively connect with students from initial inquiry through to enrolment and alumni engagement."
"the 69% decrease in response times means staff can answer enquiries from future students sooner."
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Scoring methodology
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Traceability
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