{"id":123,"date":"2015-12-03T00:11:00","date_gmt":"2015-12-03T00:11:00","guid":{"rendered":"http:\/\/localhost:3000\/?p=123"},"modified":"2025-12-06T02:38:57","modified_gmt":"2025-12-06T02:38:57","slug":"salesforce-helps-oes-rewrite-online-education-rules","status":"publish","type":"post","link":"https:\/\/oes.com\/uk\/salesforce-helps-oes-rewrite-online-education-rules\/","title":{"rendered":"Salesforce helps OES rewrite the rules of higher education"},"content":{"rendered":"<section  class=\"block quick-links\">\n  <div class=\"container\">\n    <div class=\"row\">\n\n                                                  <div class=\"column col-12 mb-4 \"\n                  >\n                  \n                                      <div class=\"column__tag\"><span class=\"body-default\">In summary<\/span><\/div>\n                  \n                  <div class=\"column__content\">\n                                                              <ul>\n<li>The way people access higher education is changing. Unless you\u2019re fresh out of school and have the time to study on-campus, you are likely to want a more flexible learning model.<\/li>\n<li>In its four years since inception, OES has grown to be an $80 million company.<\/li>\n<li>Salesforce integration informs strategic business decisions around student service management, staff numbers, and much more.<\/li>\n<\/ul>\n\n                                          \n                  <\/div>\n\n                                      <div class=\"column__footnote\"><span><\/span><\/div>\n              \n                  <\/div>\n    \n        \n  <\/div>\n  <\/div>\n<\/section>\n\n\n<section  class=\"block complex-copy \"\n   style=\"background-color:\">\n  <div class=\"container width-normal\" style=\"color:\">\n    <div class=\"row\">\n\n              <div class=\"col-12\">\n                    <p><strong>This article was was originally published by\u00a0<a href=\"http:\/\/www.salesforce.com\/au\/customers\/stories\/oes.jsp\" target=\"_blank\" rel=\"noopener\">Salesforce.com<\/a>.<\/strong><\/p>\n<p>The way people access higher education is changing. Unless you\u2019re fresh out of school and have the time to study on-campus, you are likely to want a more flexible learning model. Yet you still want the assurance that your curriculum is reputable and your qualification will be recognised.<\/p>\n<h2>A new model for higher education<\/h2>\n<p>Enter Swinburne Online. This online education provider is a joint venture between Melbourne\u2019s Swinburne University of Technology and SEEK, and it has been created to give people a new chance to change their lives.<\/p>\n<p>The business is the first venture of company Online Education Services (OES), which recently shot to the top of the BRW Fast 100 2015 list of fastest growing companies in Australia. Clearly, its model is working.<\/p>\n<p>\u201cIncreasingly, students want a self-service model supporting their education. They want the ability to do what they need to, right then and there. Particularly when they are busy mums or full-time workers \u2013 they want to solve their problems instantly,\u201d said Matt Parker, General Manager of IT and Student Operations, OES.<\/p>\n<h2>Flexibility<\/h2>\n<p>Since the outset, Salesforce has proven flexible and easy to customise.<\/p>\n<p>Sales Cloud is now at the heart of the company\u2019s sales channel. It\u2019s at the back-end of the Swinburne Online website, and uses features such as web forms and live chat to capture and nurture leads. Various aspects \u2013 like Chatter, Knowledge and VisualForce \u2013 are being used to enhance the on-boarding process.<\/p>\n<p>Service Cloud\u2019s case management functionality is used extensively to capture all interactions with students \u2013 phone, email, web and live chat \u2013 so that all staff know exactly where a student\u2019s at.<\/p>\n<p>\u201cAny member of our student services teams can access the latest information on a particular student query. You\u2019d never have been able to do this with a traditional student management system. There would have been emails flying around all over the place,\u201d said Parker.<\/p>\n<h2>Analytics-based decisions<\/h2>\n<p>OES is using the powerful reporting capabilities of Salesforce to make strategic business decisions around student service management, staff numbers, and much more.<\/p>\n<p>\u201cFor example, it may be that students keep amending their enrolment and we know this because Salesforce gives us the data. It begs the questions, \u2018are we not providing the right information before they make their first amendment?\u2019\u201d Parker said.<\/p>\n<p>\u201cOr, we can track when students and potential customers are making the most calls, which means we can start resourcing our support team more effectively.\u201d<\/p>\n<h2>Connecting a dispersed workforce<\/h2>\n<p>One of the features of OES\u2019s model is its engagement of over 200 tutors, most of who work remotely. \u201cWe\u2019ve used Salesforce Communities to create a place where these tutors \u2013 who are all over Australia \u2013 can come together to talk, bounce ideas and access information specific to their jobs. It\u2019s a vital tool to provide a sense of connection in a dispersed workforce,\u201d said Parker.<\/p>\n<h2>A growing business<\/h2>\n<p>In its four years since inception, OES has grown to be an $80 million company. Not content to rest on its laurels, the business recently introduced a Swinburne Online TAFE offering, and is talking to other universities about its services as an \u2018online enabler\u2019.<\/p>\n<p>\u201cSalesforce has matured our business processes. As we\u2019ve grown it has enabled us to go from a start up with small student numbers to a larger business where we now deliver tertiary education and support over 7,000 students in Australia and internationally,\u201d said Parker.<\/p>\n<p>\u201cWith Salesforce we can move to service multiple customers on a single platform. It\u2019s a base platform \u2013 as we grow OES through partnerships, we will be able to use the base and tailor it to meet the needs of new students. Salesforce evolves with us.\u201d<\/p>\n\n                  <\/div>\n      \n      \n    <\/div>\n  <\/div>\n\n  <\/section>\n\n\n<section class=\"block-content\"><div class=\"container\">\n<p><\/p>\n<\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>The way people access higher education is changing. Unless you\u2019re fresh out of school and have the time to study on-campus, you are likely to want a flexible learning model.<\/p>\n","protected":false},"author":4,"featured_media":3257,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[7],"tags":[16,17,9,18],"class_list":["post-123","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","tag-innovation","tag-learning-delivery","tag-oes","tag-student-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.4 (Yoast SEO v23.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Salesforce helps OES rewrite the rules of online education | Insights | OES<\/title>\n<meta name=\"description\" content=\"The way people access higher education is changing. OES uses Salesforce integration to help deliver flexible tertiary programs 100% online.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oes.edu.au\/salesforce-helps-oes-rewrite-online-education-rules\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce helps OES rewrite the rules of higher education\" \/>\n<meta property=\"og:description\" content=\"The way people access higher education is changing. 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