Education
EEA
Enterprise/Public Sector
"Now that we’ve partnered with Alibaba Cloud, our customer management approach simply works — it’s agile, scalable, and cost-efficient, and it checks all the regulatory boxes. We’re serving our customers on a whole new level."
EF
About EF
Founded in Sweden in 1965, EF is the world’s largest private education company, serving over 114 countries and regions. On its mission to “open the world through education”, it offers language, academic, cultural exchange, and educational travel programs
Challenges
EF leverages the Salesforce platform to manage customers and drive business growth internationally. When expanding their business in mainland China, a critical market for EF, they also rely on this proven platform and its comprehensive capabilities. However, employees were experiencing latency and performance issues due to the service being deployed outside of mainland China.
Mainland China’s unique regulatory requirements also added to EF’s compliance concerns.
EF’s call center needed an upgrade to support its high growth targets, and the lack of a China-based marketing platform made it difficult to roll out marketing campaigns efficiently — especially via local channels such as WeChat and SMS messages.
Why Alibaba Cloud
Salesforce deployed on Alibaba Cloud became an ideal choice for EF. By choosing a strong local cloud-based solution, EF hoped to improve latency and stability, enhance integration, and control maintenance requirements and costs.
Architecture
Salesforce on Alibaba Cloud is a SaaS solution running on Alibaba Cloud’s infrastructure. This robust ecosystem provides a reliable foundation for scaling performance and compliance needs. By integrating with Alibaba Cloud’s Quick Audience and Quick Service platforms, EF has managed to leverage data-driven customer engagement and call center services while adhering to compliance requirements.
EF also utilized Alibaba Cloud’s portfolio of big data tools and solutions, such as the analytics tools of cloud-native AnalyticDB for MySQL and Quick BI as well as Data Computing solution of MaxCompute, DataWorks, and Hologres, to power up personalized marketing and consumer engagement.
Key Results
Employees can now access Salesforce with significantly improved stability and performance.
Alibaba Cloud’s compliance capabilities, based on its security and data privacy strengths and expansive infrastructure, made meeting compliance requirements hassle-free for EF.
Through Alibaba Cloud’s Quick Service, Quick Audience, and Quick BI tools, EF’s entire customer service system was streamlined and enhanced, from marketing activities to data analytics.
EF can now deliver a seamless customer service experience across multiple channels.
Long-term investment and maintenance costs are reduced. The scalable cloud infrastructure gave EF more flexibility for expansion in response to rising service requirements.
Marketing automation was implemented in China and fully integrated with local channels catering to the local market.
Looking Forward
This collaboration with Alibaba Cloud has given EF a reliable foundation of infrastructure and technology to continue growing in the Chinese market. Building on this foundation, EF has set its sights on establishing an AI call center and other advanced services to enhance customer experience.
Featured Products
Alibaba Cloud and Salesforce jointly bring the world-renowned Customer Relationship Management (CRM) platform to China.
AnalyticDB for MySQL is a real-time data warehousing service that can process petabytes of data with high concurrency and low latency. It is fully compatible with the MySQL protocol and SQL:2003 syntax and can perform instant multidimensional analysis and business exploration for huge amounts of data.
Conduct large-scale data warehousing with MaxCompute.
A new generation of business Intelligence services on the cloud.
One-stop big data development and governance platform.
Hologres is a unified real-time data warehousing service developed by Alibaba Cloud.
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Snapshot
Running Salesforce on Alibaba Cloud has enabled EF to comprehensively enhance its customer service experience while lowering costs and streamlining maintenance, all in compliance with China’s data regulations.
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