UNLV Boosts Enrollment, Reduces Support Wait Times

The University of Nevada Las Vegas (UNLV), a public urban research institution recognized for both research and community engagement, faced a significant challenge in delivering a seamless student experience. With over 30,000 students, UNLV's outdated technology infrastructure hindered its ability to provide a holistic and all-encompassing student journey. The university struggled with disparate data sources, where student engagement records, academic progress, and staff schedules were scattered across multiple systems. This led to duplicated information requests from various departments and a fragmented view of the student data.

To overcome these challenges, UNLV implemented a suite of Salesforce solutions, including Einstein 1 Platform, Experience Cloud, Marketing Cloud Engagement, and Education Cloud. By leveraging these technologies, UNLV transformed its student experience through automation and self-service tools. The university developed a data-driven recruiting strategy, capturing 100 distinct contact points to anticipate student needs. This data was then used to create personalized communication plans using Marketing Cloud, delivering timely and relevant information to help students succeed and graduate.

UNLV also built a self-service portal on Experience Cloud, providing students with a personalized hub to access scholarships, submit aid applications, contact advisors, and initiate live chats. Staff could efficiently update office hours, class schedules, and locations in one centralized location. Automated reminders about financial aid deadlines, sent via Marketing Cloud, further streamlined the student support process. As a result, UNLV experienced a significant reduction in support wait times, a decrease in support calls, and an increase in FAFSA applications, enabling them to serve more first-generation and nontraditional students.

Value Results:

• 80% reduction in student support wait times.

• 10.6% increase in overall student enrollment.

• 21.7% increase in first-year enrollment from 2016 to 2023.

• 40% reduction in call volume due to live chat implementation.

• 19% increase in FAFSA applications.