Case Study: Cardiff University achieves faster response times and a unified customer view with Salesforce for Nonprofits

Cardiff University Improves Customer Service with Centralised CRM System

Cardiff University’s Centre for Lifelong Learning and the Knowledge Transfer Centre struggled with slow response times and lost opportunities because they relied on offline, spreadsheet-based systems that scattered customer data, duplicated records, and provided no clear visibility into enquiries or the sales pipeline.

In partnership with Fujitsu they implemented Salesforce Sales Cloud to create a single online CRM hub. Staff can now access up-to-date course bookings, delegates and trainer information, analyse demand to identify popular courses, and maintain a single-view customer record—eliminating redundant data, improving service and response times, and giving the centres full control of their opportunity pipeline.

Cardiff University

Simon Parker

Director of the Knowledge Transfer Centre