Tag Archives: luana

Salesforce provides a Single Pane of Glass for the Education Industry

We are seeing the number of Registered Training Organisation (RTO) moving to Salesforce has grown significantly. The ever-growing growth of nature of the RTO business impacts 3 major parts of their organisations’ – Marketing teams, Sales teams, and Student Administration.

These growth pains can easily be addressed by having all the key records residing in Salesforce, this provides a single source of the truth from Marketing through to Student admin.

WDCi has been working to develop a product called Luana which is built natively on the Salesforce standard data model to handle processes mostly used by the RTOs.

RTOs can now stay in one single instance and cover most of their daily process such as:

  • Lead Management e.g. follow-up on course preference
  • Qualification Process e.g. converting leads into students
  • Sales Management e.g. follow through the sales cycle till enrolment
  • Student Management e.g. enrolments and census date processes
  • Reporting e.g. sales metrics, enrolment metrics

The tailored model has helped RTO in identifying:

  • What sources brought in the most Leads?
  • What Courses contributed the most revenue?
  • What are the revenues like for each Quarter?
  • What is the projected revenue based on census dates not passed?

CA ANZ consolidates data using Luana to achieve 360 degree view

Chartered Accountants Australia and New Zealand (CA ANZ) are a professional membership body that supports business and accounting professionals around the world. They represent over 110,000 members and about 400,000 students around the world. As a membership body they shape the future for the accounting profession by focusing on four important areas: Education, Being Member Focused, Leadership & Advocacy and Personal Growth. The company employs over 500 people with skills in accountancy, ICT, marketing, event management, education, customer service and more. There are offices in Australia, New Zealand, Singapore, Malaysia, Hong Kong and the United Kingdom.


The biggest challenge experienced was there were three non-integrated systems all externally developed and heavily customised which managed student and member data. This also caused disjointed and undefined business processes as well as a lot of manual processes completed outside of any of the systems.

Some of the challenges faced were the following:

  • Reporting is time-consuming – slowing down decision making
  • No single touch point for Students to manage their membership
  • Student support cases handled in separate system
  • Workshop scheduling manual and prone to human error
  • Double handling of data between student and financial systems
  • TEQSA reporting highly labour intensive.
  • Registering of students by employers not user-friendly – requiring the user to via multiple touch points.


CA ANZ’S aim was to consolidate all the disparate data silos and provide their members, students, and employers a single community interface to view and manage their membership and education journey. They also wanted to leverage the Salesforce and Luana platform to reduce administrative processes and double handling of a members and/or students data.

Luana and its implementation partner WDCI were able to achieve some incredible outcomes using a combination of out of the box features in Salesforce/Luana, as well as some specific customisations leveraging the Salesforce platform and 3rd party AppExchange apps.


  • Real-time metrics on operational and student-related data was made possible. (previously not available)
  • Reduced administrative efforts by 70%
  • Reduced an employer’s workload by 90% to manage the next trimester’s employee enrolments.
  • Took results processing from 4 weeks to a staggering 1 day
  • Legislative reporting (TEQSA PIR) is generated via Luana SIS in minutes: eliminating months of manual preparation.


“Results processing within Salesforce and Luana worked perfectly the first time we used it. A process that normally takes 4 painstaking weeks was done in a day. Salesforce and Luana have helped our teams significantly reduce and automate repetitive administrative processes to focus on providing a great service to our members” Janine Coyle – Manager, Education – Admission Programs Delivery

“Luana & WDCI were able to very quickly understand the CA ANZ landscape, and deploy a solution on Salesforce that met and exceeded our transformational goals. Our teams have real-time visibility and a complete view of our members and students. Salesforce and Luana have provided CA ANZ a platform further grow and scale with the business needs. The future looks exciting!”  Leo Morta – CIO

Australian Institute of Music future proofs with Salesforce, Luana & Pardot

The Australian Institute of Music (AIM) is a not for profit and internationally recognised Higher Education Institution in Australia. With campuses in Sydney and Melbourne AIM offers music & performing arts programs in Higher Secondary, Bachelor Degree and Master Degree level.


In today’s competitive education market  a seamless sales process is essential to success, AIM was looking for ways to have:

  • Stringent sales lead nurturing capabilities to maximise ROI on marketing spend.
  • Fast turnaround time for the application process to meet customer’s expectation.
  • Reduce any unwanted time-consuming or manual processes that slow down the sales conversion work.
  • A robust yet flexible reporting system that allows clear visibility of sales pipeline, market analysis and capturing of information that future growth across diverse markets.


With our extensive experience in the education sector, WDCi partnered with AIM to deliver a solution which would provide them with a platform to achieve these.

The solution was delivered using Salesforce Sales Cloud and best in class applications – Luana for Salesforce for student management and Pardot for marketing automation.

  • Pardot provided AIM with the ability to nurture leads to build closer relationships with potential students.  Directing the right staff and effort to influence a positive outcome for enrolments.
  • Luana, a native Salesforce application, enabled the AIM sales team to manage and process large numbers of students.   Luana handles all key steps in the process of student pre-enrolment, providing the flexibility to further extend the coverage of the solution into student admissions.
  • Conga Composer was used extensively to automate document generation.

Building on Luana’s native Salesforce support, WDCi was able to use standard built-in security features to help enable a new sales channel while maintaining a standardised process flow for users.  Comprehensive student information is now captured at each stage of the pre-enrolment, including capturing an onsite and remote student audition process and an online electronic enrolment for short courses.  Letters of offers are auto-generated from Salesforce, all contributing to a process which is consistent and timely.


  • Marketing programs are targeted to follow up students more accurately at key periods.
  • Complete granular control of the marketing process from Web through to pre-enrolment of a student.
  • A single platform to manage leads and process these leads through to pre-enrolled students.
  • Management has full visibility on all aspects of their student recruitment and can define key metrics on a real-time basis.
  • The business has a platform which will enable it to develop and manage new channels – all in one system.
  • Remove unnecessary time consuming/manual process hence improve quality of staff work output.

Jerry Siden – Director, Sales, and Marketing

“The solution of Luana, Salesforce, and Pardot that we have rolled out has enabled AIM to increase the efficiency and effectiveness of our sales nurturing process and as a result has increased our sales conversion rate. The real-time sales metric are valuable for not just myself but also the sales team members as it allows them to manage and prioritize their work accordingly”