Case Study: BI Norwegian Business School achieves a unified, first-contact student experience with Salesforce for Nonprofits

Delivering on the Vision of a Unified Student Experience at BI Norwegian Business School

BI Norwegian Business School, Norway’s largest business school serving ~20,000 students across four campuses, wanted to become an innovative international market leader by delivering a superior, more personalized student experience. BI faced fragmented communications and legacy custom systems—more than 70 contacts listed online and 100+ employees handling inquiries—making it hard for students to find help or for staff to track interactions; leaders therefore prioritized centralizing channels and modernizing technology to boost enrollment and retention.

BI created a single student-services department, InfoHub, and implemented Salesforce Education Cloud (Experience, Marketing, Sales, Service Clouds, Advisor Link, Interaction Studio) to provide a unified, 360° student platform and personalized automation. Within eight months 360 staff were on the platform; results include >80% of inquiries resolved at first contact, faster and higher-quality responses, improved cross-department collaboration, better retention follow-up, proactive outreach to at-risk students, and rapid, coordinated responses during COVID-19.

BI Norwegian Business School

Lisa Nausthaug

Director of Shared Services