About Company

Chandigarh University (CU) is a leading Indian Institution offering its students a unique amalgamation of professional and academic excellence. The University has been accredited with the prestigious A+ grade by the National Assessment and Accreditation Council (NAAC). Chandigarh University has become Youngest and the only private university in India to bag an A+ grade in the first cycle of the accreditation process and has also become the only state private university of Punjab to be accredited by NAAC.

Also, ranked among Asia’s best and fastest-growing universities, CU has coupled the experience of top industry leaders and renowned academicians to foster a global approach.

A wide spectrum of programs paired with flexibility, experiential learning and interdisciplinary orientation emancipate their students to explore their interests and pursue dream careers.

Chandigarh University’s Online faced several challenges

Universities usually struggle with managing high volumes of student inquiries related to multiple topics including, course details, fees, deadlines, campus services etc. Due to this heavy volume, often, it leads to delayed responses, inefficiencies, and a heavy administrative burden.

Chandigarh University’s Online & Distant learning department were facing below challenges in serving students:

1. 1. Students were not able to get Support during non-working hours.
   2. More workload on Support agents resulting delayed response.
   3. Support Agents were dependant on ERP team to get the details of students to address their issues, resulting delay in response.
   4. Disorganized Data Management for support issues.
   5. Inconsistent & delayed student experience.
   6. Manual processes and manual Reports & Dashboards were a tedious task for analytics.

Service we provided to Chandigarh University’s Online

The CloudCentric team developed a tailored Salesforce Service CRM for the department, streamlining operations and enhancing service delivery. This solution centralizes customer data, enabling faster response times and improved client engagement. Automation of routine tasks reduces manual effort, allowing the team to focus on critical issues. Real-time reporting and analytics empower data-driven decision-making. Overall, the CRM boosts productivity and elevates customer satisfaction.

How CloudCentric Helped

• Salesforce Service CRM was a proposed system to manage the entire Support process.
• Through CRM system, it was made easier for Support agents to address student’s issues promptly.
• Services include AI based solutions in the form of ChatBot which serves students’ query round the clock.
• Multiple options were plugged in for Support agents to address Student’s issues via Email, Student’s portal Query Form and handing Helpline calls from within the Salesforce through CTI Integration.

Results & Benefits

1. Students can now get support during non-working hours as well through 24×7 ChatBot support. ChatBot has been configured using AI to answer most of the students’ queries, reducing Support Agent’s workload drastically.
2. Agents can now get most of the details of students facilitated with ERP integration and can promptly address student’s issues.

3. Improved service quality by providing an integrated, multi-channel communication platform for better query-handling, follow-up and monitoring
4. Scalability & Efficiency due to seamless integration with existing systems for enhanced functionality and data accessibility
5. Improved student experience with the query handling
6. A 360° view inside the reports and dashboards for users and management to track all the activities:

1. 1. No more Manual Tracking of student issues
   2. Advanced Analytics and Reporting
   3. Enhanced support process and accurate forecasting

Conclusion 

CloudCentric partnered with Chandigarh University to enhance their student support system through a tailored Salesforce Service CRM. This solution tackled key challenges like delayed responses, overburdened support agents, and disorganized data.

With AI-powered ChatBot support, students now receive 24×7 assistance, reducing agent workload. The CRM centralizes student data, automates tasks, and integrates multi-channel communication options. Real-time reporting and ERP integration enable prompt query resolution and data-driven decisions.

Overall, CloudCentric’s solution streamlined support processes, improved student experiences, and reinforced Chandigarh University’s tech-forward approach.