Digital Transformation Program for an Education Technology Provider
How Rise Technologies helped Alef Education redesign its commercial, customer engagement, and operational ecosystem through an end-to-end digital transformation program — creating a unified platform to support global growth, partner collaboration, and data-driven decision making.
The Challenge
The utility operated across five regional divisions with disconnected legacy systems — phone-only support queues, paper-based field service orders, and zero visibility into recurring customer issues. Average case resolution time exceeded 11 days, and digital self-service adoption was under 4%.
Leadership needed a platform that could unify all service channels, reduce operational costs, and provide a foundation for predictive maintenance and AI-powered routing — without disrupting the 24/7 operational continuity the utility required.
Our Approach
Rise Technologies led a phased implementation across four workstreams, beginning with a current-state assessment and architecture blueprint before any development began. MuleSoft served as the integration spine, connecting SAP billing, Oracle field service, and legacy telephony into a single Salesforce data model.
- Discovery workshops with 14 internal stakeholder groups to map 60+ customer journey touchpoints
- Salesforce Service Cloud configured for 3 distinct agent profiles: billing, technical, and field coordination
- Experience Cloud portal enabling citizens to log, track, and escalate service requests digitally
- MuleSoft API-led integration with SAP IS-U for real-time billing context in every agent interaction
- Einstein AI case classification trained on 3 years of historical ticket data
- Phased go-live across three regional divisions, with a dedicated hypercare team on-site
