Case Study: Northumbria University achieves a smarter, more dynamic student experience with Microsoft Corporation

A smarter, more dynamic portal: How Northumbria University is using Microsoft Dynamics 365 to transform the student experience

Northumbria University, serving more than 38,000 students in the UK, needed a better way to deliver faster, more connected support across departments and improve the student experience. Its legacy systems and siloed processes made it hard for students to find answers quickly, while staff struggled with slow, cumbersome workflows. Northumbria chose Microsoft Corporation, using Microsoft Dynamics 365 along with Office 365 and Microsoft Teams, to modernize its student portal and support services.

Microsoft Corporation implemented a dynamic, cloud-based Student Portal powered by Dynamics 365 that routes requests to the right teams, enables real-time visibility across departments, and uses AI to surface urgent support needs. The results included major time savings and faster service delivery, including one financial aid officer cutting request processing time from 12 weeks to 6 weeks. The university also reported higher student self-service usage, better transparency, increased 24/7 support contact, and a significant impact for both staff and students.

Northumbria University

Camilla Gregory

Senior Business Analyst