Case Study: UNC Charlotte achieves streamlined, one‑stop student services with Salesforce for Nonprofits

UNC Charlotte takes student service to a new level with Niner Central

The University of North Carolina at Charlotte faced growing student frustration because financial aid, billing and registration were managed by separate offices, forcing students to navigate multiple locations and unclear processes. With more than 29,000 students and rising enrollment, the university needed a simpler, more connected way to resolve interrelated holds and account issues quickly.

UNC Charlotte created Niner Central, a one‑stop physical and digital service center staffed by cross‑trained customer specialists and powered by Salesforce (Service Cloud, Community Cloud, Marketing Cloud and Shield) for case management and integrations. The center handled over 16,000 unique requests in 2.5 months (8,000 during a peak period), improved transparency and workload assignment, reduced repeat visits by streamlining processes, and increased first‑contact resolution and overall student satisfaction.

UNC Charlotte

Patrick Versace

Assistant Vice Chancellor for Enterprise Applications