3 Key Areas of Digitisation for Universities and Other Higher Education Organisations
*Updated 24 March 2025*
UK universities and higher education providers face increasing pressure to deliver streamlined, engaging and student-centric services. The pandemic may have accelerated the digital shift, but student expectations have continued to evolve — especially with internationalisation, hybrid learning, and 24/7 communication becoming the norm.
In this blog, we explore key focus areas for universities looking to enhance their communication strategies, improve enrolment processes and create meaningful digital experiences in 2025 and beyond.
1.Communicating More Effectively with International Students
International students contribute significantly to the UK’s academic and cultural landscape. But reaching and supporting them requires more than just translation — it demands empathy, speed, and flexibility.
Why it Matters:
- The international student journey starts long before enrolment — often involving visa concerns, accommodation questions, and cultural anxieties.
- Expectations around responsiveness are rising, especially from Gen Z and Gen Alpha applicants.
Recommendations:
- Multilingual Chatbots: Tools like BiziBOT or NetTranslate allow for real-time support in multiple languages, covering FAQs, admissions timelines, and key documentation requirements.
- Video FAQs: Offer multilingual video content answering common queries (e.g. “What to pack for moving to the UK” or “How to open a bank account”).
- International Student Ambassadors: Train current international students to host virtual Q&As or offer peer support.
Tip: Make sure your chatbot or help desk clearly distinguishes between general advice and country-specific guidance (e.g. visa or qualification recognition differences).
2. Smarter Data Management for Personalised Communication
Data isn’t just a back-office concern anymore — it’s foundational to effective, student-focused engagement.
Why it Matters:
- Without centralised and accurate data, it’s difficult to send timely or relevant communications.
- Students are more likely to disengage if they receive repetitive or irrelevant information.
Recommendations:
- Centralised CRM Systems: Integrate platforms that sync data from UCAS, your website, and student services to ensure consistency.
- Preference Management Portals: Let students update how they’d like to be contacted (e.g. WhatsApp, email, push notifications).
- Real-Time Data Sync: Invest in middleware tools that update data across platforms automatically when a change is made (e.g. course preference, attendance, comms opt-ins).
Tip: Use your data to segment audiences — you can then tailor emails or notifications specifically for international vs home students, undergrads vs postgrads, etc.
3. Automating Enrolment and Clearing Communication
The enrolment period — particularly during Clearing — can be overwhelming. Universities face thousands of queries and decisions that must be made in hours or even minutes.
Why it Matters:
- Students often feel confused or anxious during Clearing. Fast, clear communication can be the difference between choosing your institution or going elsewhere.
- Manual communication processes are time-consuming and prone to error.
Recommendations:
- Automated Response Rules: Platforms like INBOX can respond instantly to common questions using trigger keywords.
- Smart Templating: Set up multiple templated messages for different student types — e.g. "You're missing a document", "Here's how to book your enrolment appointment", or "Offer accepted — what’s next?"
- Live Chat During Clearing: Dedicate a real-time chat team for the week of Clearing, with routing to specific departments (e.g. finance, housing, academic support).
Tip: Don’t forget mobile — students will likely be engaging on their phones. Ensure all Clearing communications are mobile-optimised and accessible.
4. Additional Ways to Digitally Improve Student Experience
The digital transformation doesn’t stop at chatbots and emails. Here are a few more suggestions that can elevate the student experience across the lifecycle:
- Virtual Campus Tours & Open Days - Use immersive video or VR to provide prospective students (especially international ones) with a sense of place before they arrive.
- AI-Powered Timetable Tools - Offer students personalised schedules that integrate academic, extracurricular, and wellbeing services — with real-time updates if changes occur.
- Digital Student ID Cards - Let students access buildings, print or even buy lunch with a virtual ID on their smartphone.
- Proactive Communication - Don’t just wait for queries. Use data to anticipate needs — for example, reminding international students about visa deadlines or offering wellbeing resources before exam stress peaks.
5. Looking Ahead - Embedding a Culture of Digital Innovation
The most successful universities aren’t just reacting to digital trends — they’re embedding them into their strategy.
Key Takeaways:
- Students expect personalised, real-time, and frictionless interactions.
- Effective communication is no longer a ‘marketing function’ — it’s a student experience essential.
- The right tech stack doesn’t just improve operational efficiency — it creates a sense of care, connection, and confidence among students.
Action Step: Host an annual “Digital Innovation Audit” across your university. Involve student reps, faculty, and admin teams to assess what’s working — and what needs rethinking.
In 2025, students choose universities not just based on rankings or courses — but based on the experience they’ll have. The institutions that prioritise clarity, convenience, and connection — through intelligent use of digital tools — will be the ones that stand out.
