Kristiania

From silos to putting students at the center

The school has a mantra: The student at the center. But after mapping the actual student journey, it became clear that students were not as central as the school would have liked. This was the starting point for an exciting project with ProsessPilotene.

A comprehensive digitalization initiative

Giske has recognized the need to focus on a number of key factors in order to achieve effective, well-functioning solutions: choosing the right technology and supplier, change management, skills development, process adaptation, and, not least, involving employees at all levels of the organization.

For this journey, they chose Prosesspilotene as their provider, Norway's largest specialist community for Microsoft's CRM platform.

Understanding challenges and opportunities

“Prosesspilotene showed that they genuinely cared about us. The way they understood both the challenges and the opportunities we faced helped us feel confident in them. Once we were also convinced that Microsoft Dynamics was the right system for us, the choice was quite simple,” says Giske.

Cross-functional collaboration

Thanks to its new customized CRM system, Kristiania has now digitized large parts of the student journey—from the marketing activities used to recruit students, through the application process and student life, to the final stage of following up with alumni. Where Kristiania was previously constrained by information silos, it can now collaborate across departments and the organization using a data-driven approach.

Exciting plans for the future

The digitalisation project Kristiania embarked on in 2021 has had far-reaching effects:

“What’s great about what Prosesspilotene has helped create through this project is that, as an institution, we have gained a much deeper understanding and greater maturity in how to use digital solutions,” says Eriksen.

Kristiania now has major ambitions and visions for how to further develop its digital ecosystem. They are quick to emphasize the value of such a digitalization process:

“I believe the value of knowing your customers is fairly universal,” says Giske.

“Both in terms of being able to make smart, sensible choices, but perhaps most of all to show that you take your customers seriously,” he concludes.

Customer service across channels

With Microsoft Dynamics 365 Contact Center, Kristiania has gained a modern and scalable customer service platform. The solution has delivered faster response times, more efficient case handling and a better experience for students and applicants.