Case Study: University of New South Wales achieves transformed campus experience and significant cost savings with Microsoft Dynamics 365

The University of New South Wales - Customer Case Study

The University of New South Wales (UNSW), a top‑100 research university aiming to become Australia’s leading global university by 2025, faced fragmented relationship-management systems that hampered student, research, and partner interactions. Working with KPMG and Microsoft, UNSW set out to replace 17 separate CRM systems with a standardized Microsoft Dynamics 365 platform to eliminate silos, reduce IT and licensing costs, and improve the campus experience.

UNSW deployed Dynamics 365 across eight faculties for 400 users with an agile rollout (first site live in two months, new releases every three weeks), integrating Azure Active Directory, Office 365 and Flow. The consolidation saved $250,000 in the 2018 marketing and recruitment budget, cut $40,000 annually by decommissioning a single system, boosted staff productivity, unified student interactions for faster, consistent responses, and created a foundation for future innovations such as Azure Machine Learning for student retention.

The University of New South Wales

Frieda Maher

Program Director for the UNSW CRM Project