ANZ Presentations

A Cirrius Discussion on UniSA’s Approach to Integrating the CX Cloud  

08-28-2017 12:57 AM

In late December 2016 we started our journey, with roughly 2 months before our first key target: to get Service Cloud running, including real-time integration to our PeopleSoft Campus Solutions system, Medici, for student and staff data. Over February and March 2017 we went live with Knowledge Base, Chat and Enquiry Management for our student support unit, Campus Central, to handle current student enquiries.

In August, we implemented similar functionality for our International and Domestic Enquiries and Marketing teams, and this release also included the first of our Marketing Cloud campaigns to support prospective student communications. Real-time integration was implemented between Service and Marketing Cloud (both ways), along with two external admissions systems, SATAC (domestic) and StudyLink (international) for prospective student management.

Most recently, in September, we went live with UniSA Online, which also included an admissions system built within Service Cloud that needed to integrate back on premise to Medici (PeopleSoft).

With a significant number of business goals to meet across the year, the challenge was to try and find a balance between investigation and design processes for what we planned to implement and simply keeping up with business deadlines that arrived at a very fast pace. This presentation will cover the overall integration architecture implemented, how and why we have chosen the methods we have in place and the many, many lessons learnt along the way.

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