How universities can modernize operations to deliver better student outcomes
Rapidly changing advancements in technology and shifts in culture are ushering in a new reality for higher education: the quality of a student's experience is defined by the systems and technology that support them. When processes are slow, disconnected, or difficult to navigate, students feel it in missed deadlines, unmet funding needs, unanswered questions, and unnecessary friction. Addressing these student issues head on is something we discuss with our customers and institutional leaders every day. Ultimately, that conversation always leads to the same conclusion—modernization isn’t just about improving operations, it's about delivering the kind of timely, intuitive experiences students expect.
At Ellucian, we see institutional modernization as a direct lever for student success. And for institutions partnering with us, like St. John's University, that connection is clear. In a recent webinar, leaders from St. John's shared how they are transforming operations by reimagining key processes using Ellucian SaaS solutions including Intelligent Processes and Forms. Their story is a strong example of how institutions can modernize thoughtfully, with both student and staff experience at the center.
Centering Students by Fixing What's Behind the Scenes
Here's the reality: when administrative systems are outdated or disconnected, students notice. Confusion builds. Momentum stalls. St. John's had long relied on the use of on-premises systems customized over decades. While these systems once gave flexibility, they became increasingly difficult to maintain, secure, and adapt to modern needs. Students were often caught in the middle—frustrated by inconsistent processes, long wait times, or unclear communications.
That kind of friction has real consequences. According to Ellucian's 2025 Student Voice Report, 60% of students who left college say they would return if given a clear path to completion. Uncertainty and administrative hurdles don't just slow students down—they can stop them altogether.
The university's transition to a SaaS environment marked a turning point. It wasn't just a system upgrade. It was a chance to clean house, redesign inefficient workflows, and reduce complexity behind the scenes. With Ellucian Intelligent Processes, St. John's was able to move away from manual steps and fragmented systems toward more streamlined, responsive digital experiences.
Making It Easier for Students to Take the Next Step
One of the clearest examples of this shift is how St. John's reimagined its student enrollment confirmation process. This critical step helps the university track enrollment intent, manage housing, and plan class sections. In the past, it relied on a cumbersome series of emails and steps that were easy for students to miss.
Using Intelligent Processes and Experience cards, St. John's created a clear, mobile-friendly workflow that guided students through confirmation in just a few clicks. The process was faster, easier, and more reliable, resulting in less friction for students while giving administrators real-time data for planning.
These enhancements are far more than routine upgrades—they're pivotal enablers of student progress.
Giving Staff the Tools to Improve Student Support
Behind every student-facing process is a team of staff working hard to make things function smoothly. But when those teams are stuck in reactive mode — handling paper forms, chasing down approvals, or fixing data errors — it becomes harder to give students the attention and support they deserve.
That's why St. John's focused on empowering staff as part of their modernization journey. With Ellucian Intelligent Processes, business analysts and department leads could build their own smart forms and workflows using intuitive tools. They no longer had to rely on IT or wait for long development cycles. This shift gave staff more control over the services they manage, enabling them to make changes quickly and respond to evolving student needs.
This also created space for more proactive, strategic work. When routine processes are automated and accurate, staff can focus on improving engagement, identifying students at risk, or designing better support services.
Small Wins Add Up to Big Change
What made the St. John's transformation so successful wasn't one large system replacement. It was the steady, focused work of replacing outdated processes with smarter, student- and staff-friendly workflows.
By starting with high-impact use cases and involving business users early, St. John's built momentum and buy-in. The success of each workflow, from enrollment confirmation to HR forms, gave teams the confidence to continue their modernization. In turn, these changes created a ripple effect across the student journey.
Students now experience clearer processes, fewer roadblocks, and faster service. Staff feel more equipped to support them. And leadership has better visibility into operations that affect student outcomes.
Building for What's Next in Higher Education
Modernization doesn't happen overnight. But with the right tools and mindset, it can be a continuous path to better experiences—for students, for staff, and for the institution as a whole.
At Ellucian, we believe intelligent workflows are central to this evolution. When institutions can automate routine tasks, simplify data collection, and quickly adapt to new needs, they are better positioned to serve their students—not just today, but into the future.
St. John's is showing what that future looks like. And their success is a strong reminder that every improved process is more than a technical win. It's a student success story in the making.
