Press Release: World-class university, University of York, is partnering with BrightGen to build a Salesforce service desk management system. The system will be based on Education Data Architecture (EDA). This connects the university’s staff and students across the city to increase efficiency and student engagement.
ESSEX, UK. — August 26, 2020 — BrightGen announced that it will be implementing a Salesforce service desk management system for University of York. This will connect their students to a wide variety of services wherever they are across the city. University of York will be using Salesforce as a foundation for improving Student frontline services in the coming years.
“University of York wants to make it easier for students to seek help, no matter where they are,” says Andrew Male, Director of Digital Services at the university.
“We are replacing our legacy platforms with a cloud-hosted enterprise-wide Service Desk platform. We selected BrightGen as the partner to deliver this transformation because of their track record in working with higher education organisations.”
Getting a single view of the student
By launching this five-year project, the university will modernise the ways that students will get in touch with them. BrightGen will implement Salesforce EDA to open up the ways in which students can raise queries. Students will be able to use social media, phone or webchat to get help with queries at speed. This is because service desk staff will receive all data in one place and be able to respond directly.
The service desk management system will gather data queries from the entire university. Staff and students will be able to submit queries about accommodation, finance, transport, timetabling, business systems and much more. Enquiry processes will be standardised, enabling collaboration across all business areas. Staff will be able to report on progress and strive for continuous improvement.
Offering a superior experience
BrightGen will work with the University of York to deliver consistency throughout the university. By bringing multiple service systems onto Salesforce Service Cloud, the university will remove inefficiencies. It will also increase collaboration and raise the bar of service standard across the whole campus.
Salesforce EDA will help University of York to streamline their operations. Generation Z students will access the support they need in a way that lives up to their expectations. Especially important now, University of York staff will be able to deliver the best service, no matter where they are.
Using BrightGen’s expertise, the university will standardise its support processes and drive efficiency through the best practice use of Salesforce. Laying the foundations of the EDA for this project puts the university in a position to use Salesforce in new ways.
BrightGen is the leading UK Salesforce consultancy, with most of its customers in the media, travel & transport and higher education sectors. BrightGen’s mission is to connect all business functions in one cloud, providing customers with a seamless experience. BrightGen works with customers on: digital transformation projects, ongoing Salesforce service management & creating sector-specific solutions for Salesforce. Read more information about how BrightGen supports the higher education sector.
Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain—to create a 360-degree view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.