Student Success Centre at SWPS University

Headquarters: Warsaw, Poland
Students: 17,500 at undergraduate, postgraduate, and doctoral levels
Campuses: 6, located in major Polish cities

Student Success Centre at SWPS University

The Challenge

Key challenges we addressed

Multichannel Student Service

Providing students with access to the university through multiple channels — phone, email, chat, and in-person — while maintaining consistent service quality across all touchpoints.

Workflow Digitisation

Transitioning manual, paper-based student service processes to a fully digital system. Replacing fragmented tools with a unified platform for case management and student interactions.

Streamlining Administrative Processes

Simplifying and automating complex administrative workflows across 6 campuses, including document handling, appointment scheduling, and student request management.

The Solution

Omnichannel Student Success Platform

The solution combines Salesforce Education Cloud with Genesys Cloud Contact Centre to create a comprehensive Student Success Centre. The platform provides a 360-degree view of each student, integrating all interactions across channels into a single unified interface.

Key components include a Student Success Portal built on Experience Cloud, Genesys Cloud Call Centre with 50+ specialists, case management with automated routing, electronic document signing, Lightning Web Component-based UI, and deep integration with the university’s existing VDO student information system.

Student Success Portal

A self-service portal built on Salesforce Experience Cloud, giving students access to submit requests, track cases, schedule appointments, and manage documents — all from a single digital interface.

360-Degree Student View

A comprehensive view of each student’s profile including all interactions, cases, documents, academic information, and communication history across all channels and departments.

Genesys Cloud Call Centre

Implementation of Genesys Cloud Contact Centre supporting 50+ specialists with intelligent call routing, queue management, and real-time analytics for phone, email, and chat channels.

Case Management & Routing

Automated case creation and routing based on request type, campus, and department. Cases are tracked through their lifecycle with SLA monitoring and escalation procedures.

Electronic Signatures

Digital document signing capabilities integrated into student workflows, eliminating the need for in-person document submission and enabling fully remote administrative processes.

Lightning Web Components UI

Custom Lightning Web Components (LWC) providing a modern, responsive user interface for both students on the portal and university staff in the back-office application.

Student Success Portal

360-Degree Student View

A comprehensive view of each student’s profile including all interactions, cases, documents, academic information, and communication history across all channels and departments.

Genesys Cloud Call Centre

Implementation of Genesys Cloud Contact Centre supporting 50+ specialists with intelligent call routing, queue management, and real-time analytics for phone, email, and chat channels.

Case Management & Routing

Automated case creation and routing based on request type, campus, and department. Cases are tracked through their lifecycle with SLA monitoring and escalation procedures.

Electronic Signatures

Digital document signing capabilities integrated into student workflows, eliminating the need for in-person document submission and enabling fully remote administrative processes.

Lightning Web Components UI

Custom Lightning Web Components (LWC) providing a modern, responsive user interface for both students on the portal and university staff in the back-office application.

Is this for you?

Your university may benefit from this solution

Multichannel Student Support

You need to provide students with consistent service across multiple channels — phone, email, chat, and in-person — from a unified platform.

Digital Transformation

You want to transition from paper-based and fragmented administrative processes to a fully digital student service experience.

Multi-Campus Coordination

You operate across multiple campuses or locations and need to standardise service quality and streamline cross-campus workflows.

Contact Centre Modernisation

You need a modern contact centre solution with intelligent routing, real-time analytics, and integration with your student information system.

Enhanced Student Experience

Students now have a single point of access for all administrative services, with self-service capabilities that reduce wait times and improve satisfaction across all 6 campuses.

Increased Self-Service Adoption

The Student Success Portal enables students to handle routine administrative tasks independently, reducing the workload on staff and providing 24/7 access to key services.

50-Person Contact Centre

A fully operational omnichannel contact centre with 50+ specialists handling student inquiries via phone, email, and chat with intelligent routing and real-time monitoring.

Strengthened University Brand

The modern digital student experience positions SWPS as a technologically advanced institution, enhancing its competitive advantage in the higher education market.

Enhanced Student Experience

Students now have a single point of access for all administrative services, with self-service capabilities that reduce wait times and improve satisfaction across all 6 campuses.

Increased Self-Service Adoption

The Student Success Portal enables students to handle routine administrative tasks independently, reducing the workload on staff and providing 24/7 access to key services.

50-Person Contact Centre

A fully operational omnichannel contact centre with 50+ specialists handling student inquiries via phone, email, and chat with intelligent routing and real-time monitoring.

Strengthened University Brand

The modern digital student experience positions SWPS as a technologically advanced institution, enhancing its competitive advantage in the higher education market.

Testimonials

What they say about us

Incredible care for the client's needs

Incredible care for the client's needs, a wonderfully supportive implementation team full of willingness to help and patience. Thanks to their commitment and knowledge the process ran as smoothly as possible. It was (and still is) a pleasure to work with.

Kamila Dryjanska Head of Admissions, SWPS University