Use Case Intelligence RSS Search use cases Search
Salesforce Education Texas, United States

Texas Tech University

Customer Service Automation · Marketing Personalization

Texas Tech counselors and student-support teams lacked a unified view of academic, financial-aid, and wellness information, while student communications were too generic to consistently support retention and graduation goals.

Read the original story Explore all use cases
40,000+ students enrolled
58% increase in click-through rates
65 days faster

Reported impact

Business outcome

Texas Tech improved student communication performance, shortened support-case resolution time, and created a more connected advising experience designed to lift retention and graduation outcomes.

  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

Texas Tech built the Raider Success Hub on Experience Cloud and paired it with Einstein, Marketing Cloud, Tableau, and the broader Salesforce Platform to centralize student support and outreach. The portal gives students access to core academic information such as GPA, in-progress grades, and advisor assignments while also letting them use an Einstein chatbot to schedule appointments and find support resources without hunting through separate systems. Behind the scenes, the same platform gives counselors, faculty, and wellness coordinators a shared record of student needs, and Marketing Cloud uses website, social, and prior communication signals to personalize reminders, re-enrollment messaging, and campus resources. With analytics across recruitment, services, and engagement, Texas Tech can intervene sooner for at-risk students, close support cases faster, and make student communication feel like a coordinated journey instead of disconnected offices.

Data flow

Student academic, engagement, and support data is surfaced in the Raider Success Hub, where Einstein handles portal interactions, Marketing Cloud uses engagement history for targeted communications, and analytics help counselors coordinate timely interventions for students who need support.

Solution architecture

5 components · 2 layers
  1. Storage
    • Salesforce Platform Connects recruitment, admissions, student services, advancement, and marketing context around each student.
  2. Serving
    • Experience Cloud Runs the Raider Success Hub where students access academic information and support resources.
    • Einstein chatbot Answers student questions and helps schedule appointments inside the portal.
    • Marketing Cloud Personalizes student communication based on interests, engagement, and enrollment status.
    • Tableau Provides insight into student engagement and operational performance across university teams.

Architecture clues

  • Marketing Cloud personalization uses website, social, and past-engagement signals.
  • The Raider Success Hub is the shared student portal built on Experience Cloud.
  • The Salesforce Platform is the shared record layer across recruitment, admissions, student services, advancement, and marketing.

Evidence from the source

Texas Tech created the Raider Success Hub, a one-stop student portal that runs on Experience Cloud.
Texas Tech transformed its student communications with Salesforce Marketing Cloud, resulting in a remarkable 58% increase in click-through rates.
This platform allows students to easily access their GPA, in-progress grades, assigned academic advisors, and more.
We can respond and close student support cases 65 days faster.
Transparency Evidence & methodology 95/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value95/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale5/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Salesforce

    Texas Tech University customer story

    First-party
    https://www.salesforce.com/customer-stories/texastech/
    Source type
    Vendor-published customer story
    Published
    Oct 30, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Oct 30, 2024 · Salesforce · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

Related

Similar use cases

See all like this
Salesforce Dec 26, 2023 George Mason University Education United States To better reach students from all backgrounds, George Mason University aimed to create a more efficient, student-centered experience with data and automation. Mason used dashboards for real-time goal tracking and… 1 service center replaced 4 separate offices Customer Service AutomationMarketing Personalization CRM Analytics · Service Cloud · Tableau Google Cloud Modified · Oct 9, 2026 Mindvalley Education Malaysia Mindvalley needed to scale personalized AI learning companions for a large active-user base while keeping latency, uptime, and compute costs under control across customer-facing conversational workloads. 1.3 million annual agent requests Customer Service AutomationMarketing Personalization BigQuery · Cloud Run · Cloud SQL Salesforce Mar 25, 2026 Euronics Italia Retail Italy Competing in a digital-first market meant evolving both online and in-store experiences. Since 1990, Euronics International Group has paired local know-how with global scale to deliver quality products, personalized… 15 weeks to deploy Agentforce Customer Service AutomationMarketing Personalization Agentforce · Commerce Cloud · Data 360