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CLIENT SUCCESS • INDUSTRY

What good looks like in Education

Enrolment, retention and the administrative effort that flat budgets cannot absorb. Outcomes from institutions across the sector.

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SUCCESS STORIES

Four outcomes in Education

EducationBusiness Applications

Student enquiries answered faster, with less staff effort

A research-intensive university — United Kingdom

The challenge

The university wanted to modernise student interactions, improve administrative efficiency and raise staff productivity, but enquiry handling was fragmented across channels and teams.

What was done

A CRM was implemented on Dynamics 365 with AI agents, delivered in agile phases that prioritised omnichannel capability and case management first.

FasterResponse times
ReducedStaff workload
PhasedAgile delivery
  • Enquiry management unified across channels into one case system.
  • Faster response times to students with less administrative effort.
  • Better oversight of enquiry volume, ageing and ownership.
  • Delivery phased into releases rather than a single switch.
Dynamics 365AI agentsMicrosoft Unified
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EducationBusiness Applications

One record for the whole student journey

A public university serving many first-generation students — United States

The challenge

Student engagement data was spread across systems and channels. Escalations meant students explaining their situation again, and no department could see the full journey.

What was done

Dynamics 365 Contact Center was implemented with Customer Service, Copilot Studio and Customer Insights as one connected platform, so context from every interaction is captured and shared.

1System of record
0Repeated explanations on escalation
EveryChannel connected
  • Engagement unified across departments rather than tool-by-tool.
  • Context carried into escalations so students do not start again.
  • AI applied consistently across every interaction.
  • A platform chosen for the whole student lifecycle, not one problem.
Dynamics 365 Contact CenterDynamics 365 Customer ServiceDynamics 365 Customer InsightsCopilot Studio
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EducationBusiness Applications

From 180,000 cases to 370,000 — because staff finally used the system

A large modern university — United Kingdom

The challenge

The legacy support platform was difficult enough to use that a substantial amount of student support was happening outside it, leaving support teams without shared or current data.

What was done

Support was moved onto Dynamics 365 and integrated with the university's existing Microsoft environment, so teams worked from the same up-to-date data with less complexity.

180k → 370kCases logged in first year
1Shared data set
LessPlatform complexity
  • Support teams working from the same current data.
  • Case volume logged more than doubled in the first year as usage moved into the system.
  • Integration with the existing Microsoft environment rather than a parallel estate.
  • Visibility of genuine support demand for the first time.
Dynamics 365
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EducationTalent

Students trained as ambassadors to drive adoption

A large public research university — United States

The challenge

Microsoft 365 Copilot had been licensed, but adoption and time to value depended on people understanding what to do with it — and central IT could not reach everyone.

What was done

Handpicked student ambassadors were trained by the university and directly by Microsoft, then paired and deployed across the institution to drive practical adoption in context.

Student-ledAdoption model
PairedAmbassador deployment
FasterTime to value
  • Adoption driven by trained peers rather than by central communications.
  • Ambassadors equipped to select the right capability for each task.
  • Time to value shortened across the institution.
  • Capability built inside the organization rather than bought as a service.
Microsoft 365 Copilot
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