Case Study: University of California Berkeley achieves a unified one-stop student service center and faster case resolution with Salesforce for Nonprofits (Service Cloud)

The University of California Berkeley delivers exceptional student service with Salesforce

The University of California, Berkeley needed a one‑stop way to serve more than 36,000 students who were unsure where to go with questions about financial aid, billing, or registration. Staff lacked a unified view of student interactions, and the campus wanted a consistent, efficient student‑service experience driven by student feedback.

UC Berkeley built Cal Student Central on Salesforce Service Cloud, using case management to consolidate interactions, track resolution times, and tag common issues. The analytics helped justify staffing, tailor communications, and ensure students no longer have to repeat their stories—producing faster, more consistent, and more positive service.

University of California Berkeley

Anne De Luca

Associate Vice Chancellor of Admissions and Enrollment Associate Vice Chancellor of Admissions and Enrollment