Key results
The company
DeVry University
devry.eduPrivate university offering degree programs in technology, business, and healthcare.
Result highlights
- 570 hours/year saved on manual data entry
- 250k automated emails sent via Marketing Cloud
- 227 basis point increase in orientation completion
The story
A private university serving over 32,000 nontraditional students, where 83% of undergraduates are adult learners balancing coursework with careers and families.
Staff spent 570 hours annually manually moving data between systems, creating weekly lags that caused advisors to call students about tasks they had already completed. A rigid rule-based chatbot could not support the 24/7 needs of this demographic, forcing students to wait until business hours for answers.
The university unified data from its LMS and CRM into Data Cloud to create real-time profiles that trigger automated onboarding journeys via Marketing Cloud. Agentforce AI agents replaced legacy chatbots to answer inquiries by retrieving information from unstructured handbooks and catalogs, escalating complex issues to advisors with full context. This system is deployed across the student portal and mobile app to provide consistent, always-on support.
Quotes
“As a 24/7, 365 university, our students engage with us around the clock, often when we’re not immediately available. Agentforce allows us to meet learners with the communication and support they prefer, wherever and whenever it’s best for them.”