Case Study: Florida State University achieves streamlined administrative services and unified case management with Salesforce for Nonprofits (Service Cloud)

FSU Streamlines Administrative Services Using Salesforce Service Cloud

Florida State University (FSU), a large public research university, faced a fragmented service experience where faculty, staff, and students were frequently bounced between departments and issues were marked closed before being resolved. University leaders wanted a consistent, accountable way to manage administrative requests across units like HR, finance, IT, and student services to improve response quality and hand‑offs.

FSU implemented Salesforce Service Cloud as a campus‑wide case management platform, enabling a single ticketing intake, configurable workflows for each department, and tools like service catalogs, incident/change management, and knowledge bases. The change delivered a more seamless, user‑friendly experience, stronger interdepartmental collaboration, growing adoption across departments, and complementary use of Marketing Cloud — supporting ongoing student‑success initiatives at a university with a 95% first‑year retention rate and over 33,000 undergraduates.

Florida State University

Dan Powell

Director, Community Engagement Technologies