Case Study: University of Maryland University College achieves centralized student services and faster case resolution with Salesforce for Nonprofits

UMUC Centralizes Student Services with Salesforce

The University of Maryland University College (UMUC), serving over 95,000 students in more than 25 countries, faced fragmented student support across multiple ticketing and knowledge systems, no cross-departmental escalation, and no single system integrated with their student information system. These issues led to inconsistent answers, slow responses, and difficulty maintaining a unified “One Global University” service experience.

UMUC implemented Salesforce Service Cloud to integrate backend systems and create a one-stop, 360-degree view of each student across 15 departments. Web-to-case, automated routing, and Salesforce Knowledge centralized 60,000 monthly inbound cases, enabled consistent, faster responses, improved first-contact resolution, and accurate SLAs; the university reports significant process improvements and plans to expand Salesforce usage.

University of Maryland University College

Kevin Keeton

Director of Product Management