Extended Banner Managed Support Services for Seamless Student Lifecycle Management to a Leading Australian University

About the Brand

A leading Private University of Australia with campuses in Adelaide, Sydney, Melbourne, Brisbane, Blue Mountains and Auckland.It offers undergraduate, graduate, higher degree by research and specialized degree programs in a wide range of academic disciplines.

Business Overview

  • The digital student journey of the customer flowed through a set of core applications including Salesforce, Dynamics, Blackboard, Syllabus+ and Banner
  • These applications enabled student lifecycle management, academic services and student services

Business Needs

  • Required support to efficiently manage their core technology platforms and implement emerging technologies
  • Needed a strategic partner to implement continuous improvements in multiple applications across the student lifecycle
  • Required L2 & L3 Support to control the backlogs & influx of tickets

Solutioning proposed by Espire

As a strategic partner, Espire efficiently deployed multiple service improvements on Banner and other applications

Provided end-to-end L2 & L3 support and controlled the backlogs and influx of tickets immediately, improving issue resolution.

Extended the following support on applications:

  • Implemented enhancements on Banner- their Student Management System and implanted lifecycle management, academic & student services modules
  • Extended support to ensure student enquiries from the website were being received in Salesforce and upon completion of the admission process, the students' records are moved into Banner system
  • Ensured seamless operations on Blackboard- their learning management system which consists of courses, grades, marks etc. for students
  • Managed Dynamic CRM for student enquiry management & workflows for seamless access of student records across Banner and Salesforce
  • Enhancements implemented on Syllabus+ to easily manage classes scheduling and timetable for students

Business Benefits

  • Enhanced student self-service and localisation solution for Ellucian Banner
  • Improved user experience for students & staff by increasing the TAT for ticket closures
  • Reduced cost of operations
  • Improved CX across all digital channels
  • Cost effective technology maintenance & enhancements
  • Significant reduction of ticket count week on week

Tools & Technologies

  • Banner
  • Dynamics 365 CRM
  • Blackboard
  • Salesforce
  • Power BI

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