Case Study: University of Virginia achieves scalable, metrics-driven HR support with Salesforce for Nonprofits

UVA Uses Service Cloud to Spearhead a Metrics Revolution for HR Support

The University of Virginia’s HR Solution Center supports nearly 30,000 faculty, staff, and health system employees but was hampered by largely manual, paper‑based case management. Without a centralized record or performance metrics, callers often had to repeat their issues, and the team couldn’t track cases to resolution or measure service quality.

UVA implemented Service Cloud (Salesforce.org Education Cloud) to create a unified customer view, document and escalate cases, and surface knowledge articles. The change let staff access the same record, scale support without adding headcount, and use dashboards and metrics to improve case resolution, customer satisfaction, and targeted training.

University of Virginia

Gabriela Garcia Largen

Director, HR Solution Center