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IMPROVING STUDENT

EXPERIENCE

A Microsoft Dynamics 365 solution to manage student enquiries more effectively.


Project Snapshot

Bond University

Location:
Queensland, Australia

Industry:
Education & Research

Project Challenges

Disparate systems were not enhancing the student experience.

The Solution

Microsoft Dynamics 365 deployment offering system consolidation.

Results

Bond provides a high-touch, personalised service, with relevant information at their fingertips.

Download case study

An integrated system was needed to underpin future growth

Bond used different systems to manage applications and student enquiries, missing an opportunity to integrate the pre-student experience with the current student experience. It was using an older version of Microsoft Dynamics that did not meet the university’s requirement to communicate with students more effectively.

When students contacted the Student Business Centre (SBC) with enquiries, staff members had no visibility into previous 

interactions with students, and there was no central point to manage all enquiries. This made it difficult to manage the workload among staff members and had the potential to compromise Bond’s reputation for exceptional student experiences.

Marlon Sayer, Director Information Technology Services, Bond University, said, “The university needed an integrated platform for continued future growth. The ideal solution would include an improved data structure and alignment to our IT architecture.”
Will update when we get the two column block

“Bond put its full trust and faith in Empired for this project and it paid dividends. The SBC staff members were very hands-on with the implementation and had nothing but good things to say about Empired. Any concerns were worked through together and the team was impressed by the commitment from Empired and their confidence that the Empired team listened, understood, and delivered.”

— Marlon Sayer, Director Information Technology Services, Bond University

Overarching student view streamlines processes

During the implementation process, Empired adapted to Bond’s needs on the fly to deliver the best solution. Now, staff in the SBC can respond more quickly to student enquiries with a clear understanding of all previous interactions with that student. Having a single, overarching view of each student has sped up the time it takes to resolve student enquiries.

The solution has also lowered the risk around the application support process. Knowing how to get to the data and see it in a consolidated platform has resulted in immeasurable risk reduction, according to the Bond IT team.

Louise Batchelor said, “The student experience has benefited significantly from the new solution. Bond provides a high-touch, personalised service. It’s much easier for staff members to provide that when they have all the relevant information at their fingertips. The solution also helps manage staff members’ workloads, ensuring all enquiries are
answered in a timely fashion.
“In the future, we anticipate that there will be additional benefits around how we communicate with the students. This will become more personalised rather than blanket communications.

“Bond put its full trust and faith in Empired for this project and it paid dividends. The SBC staff members were very hands-on with the implementation and had nothing but good things to say about Empired. Any concerns were worked through together and the team was impressed by the commitment from Empired and their confidence that the Empired team listened, understood, and delivered.”

“The level of requirements and business process knowledge on how the business wanted to transform was crucial. The SBC team knew what the processes and requirements were. This preparation, combined with the partnership with Empired, guaranteed success.”

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