Case Study: Florida International University achieves streamlined student services and 55% fewer transcript requests with Salesforce for Nonprofits

FIU Uses Salesforce to Discover and Eliminate Student Issues

Florida International University (FIU), Miami’s public research university and one of the largest in the U.S., faced a fragmented student-service process in 2015: Admissions and Enrollment Services relied on an antiquated HRM system that didn’t connect offices, capture why students reached out, or allow easy customization and automation, forcing manual data entry and limiting effective student support.

FIU consolidated service functions into a One-Stop office and implemented Salesforce (Service Cloud, Sales Cloud, Live Chat, Knowledge and HEDA for FIU Online) to centralize records, automate prospect intake, and track cases and campaigns. The platform enabled recruiters to follow prospects more easily, revealed trends that drove process changes (including a transcript vendor switch that cut transcript-related requests by 55% year-over-year), and improved online-student support—92% of surveyed users rated service positively and 95% would recommend it—resulting in faster, more proactive student service.

Florida International University

Cristina Raecke

Executive Director of Marketing