Student Service Center (SSC) an der SWPS University nutzt Salesforce Service Cloud

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.

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

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.

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

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

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.

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.

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.

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

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