Case Study: Georgia State University achieves 372% ROI and streamlined omnichannel student support with Microsoft Dynamics 365

Georgia State University gives students, staff, and alumni single place to find answers

Georgia State University, a large urban public research institution serving over 55,000 students and 180,000 alumni, needed a CRM to organize and automate omni-channel support across enrollment, financial aid, registration, and student records. Its legacy email queue, FAQ site and phone-based processes couldn’t scale, causing long response times, lost communications and missed insights for recruitment and service improvements.

GSU implemented Microsoft Dynamics 365 with a branded self-service portal, knowledgebase and agent-assisted support, going live in summer 2014. The deployment retired the inefficient email system and excess support staffing, cut incoming calls and telephony costs, boosted staff productivity and reporting, and delivered strong financial results (372% ROI, four‑month payback, average annual benefit $1,310,363).

Georgia State University