Extended Banner Managed Support Services for Seamless Student Lifecycle Management to a Leading Australian University
About the Brand
A leading Private University of Australia with campuses in Adelaide, Sydney, Melbourne, Brisbane, Blue Mountains and Auckland.It offers undergraduate, graduate, higher degree by research and specialized degree programs in a wide range of academic disciplines.
Business Overview
- The digital student journey of the customer flowed through a set of core applications including Salesforce, Dynamics, Blackboard, Syllabus+ and Banner
- These applications enabled student lifecycle management, academic services and student services
Business Needs
- Required support to efficiently manage their core technology platforms and implement emerging technologies
- Needed a strategic partner to implement continuous improvements in multiple applications across the student lifecycle
- Required L2 & L3 Support to control the backlogs & influx of tickets
Solutioning proposed by Espire
As a strategic partner, Espire efficiently deployed multiple service improvements on Banner and other applications
Provided end-to-end L2 & L3 support and controlled the backlogs and influx of tickets immediately, improving issue resolution.
Extended the following support on applications:
- Implemented enhancements on Banner- their Student Management System and implanted lifecycle management, academic & student services modules
- Extended support to ensure student enquiries from the website were being received in Salesforce and upon completion of the admission process, the students' records are moved into Banner system
- Ensured seamless operations on Blackboard- their learning management system which consists of courses, grades, marks etc. for students
- Managed Dynamic CRM for student enquiry management & workflows for seamless access of student records across Banner and Salesforce
- Enhancements implemented on Syllabus+ to easily manage classes scheduling and timetable for students
Business Benefits
- Enhanced student self-service and localisation solution for Ellucian Banner
- Improved user experience for students & staff by increasing the TAT for ticket closures
- Reduced cost of operations
- Improved CX across all digital channels
- Cost effective technology maintenance & enhancements
- Significant reduction of ticket count week on week
Tools & Technologies
- Banner
- Dynamics 365 CRM
- Blackboard
- Salesforce
- Power BI