The challenge
A prior Salesforce implementation had gone wrong, and it brought Adler University's admissions process to a halt. The institution runs 28 master's and doctoral programs in psychology, counseling and mental health, delivered across two campuses and online. Its application system is the front door for every one of those programs, so when it broke, the disruption reached the whole institution.
Education Cloud is meant to be a strategic asset for schools like this one. But a misconfiguration in the original setup meant the platform wasn't just underperforming — it had stopped critical application work altogether. The university needed Education Cloud expertise immediately, not eventually, to get its recruitment and admissions pipeline moving again.
The TELUS Digital solution
TELUS Digital's Salesforce experts stepped in to fix the Education Cloud configuration and rebuild the application process using industry best practices. The team connected key data points between Education Cloud and Experience Cloud, closing the gaps that had caused the original breakdown.
With that foundation in place, TELUS Digital built out a more robust Experience Cloud community to support prospective students through the application journey. Intelligent automation was layered in across recruitment and admissions, student success, advancement and alumni relations, and academic operations, cutting down on manual work throughout.
TELUS Digital's support didn't stop at go-live. The team moved into ongoing managed services to keep the platform stable and performing well over time. Our team also helped the university build its own Salesforce capability, including support in identifying and onboarding a qualified Salesforce administrator, so the institution could scale its CRM with confidence.
The results
With the misconfiguration resolved and the platform rebuilt, the university moved from a stalled application process to a stable, scalable admissions system. Application data is now more reliable, the applicant experience is simpler and the groundwork is in place for further automation.
- Experience Cloud now supports accurate, streamlined application processing
- Applicant records are more reliable, improving tracking of admissions, documents, transcripts and references
- The application portal is simpler, cutting down on redundancy and friction for applicants and team members alike
- Document verification, interview scheduling and decision notifications are on a clearer path toward full automation
- The university now has a Salesforce foundation built for sustainable, long-term growth
