In the fast-evolving landscape of higher ed, institutions are seeking digital solutions and that go beyond mere functionality—they want tailored higher ed consulting & vendors who understand their mission, adapt to their needs, and remain committed to their long-term success.
We believe that the key to being a trusted edtech partner is building meaningful, sustainable relationships with universities. Our commitment to our partners is not just about delivering software; it’s about enabling institutions to drive student success through thoughtful collaboration and dedicated support.
Not only that, our Customer Success team is composed entirely of former higher ed administrators. From navigating shifting enrollment trends to addressing the complexities of student engagement and retention, our team has lived these realities. This unique perspective allows us to provide support and solutions that are not only practical but also empathetic, ensuring our partners feel truly understood and empowered.
But still, what does it take to build strong client relationships? After years of working closely with higher ed institutions—including HBCUs, MSIs, and Title I & V serving institutions—we’ve identified 8 key lessons how to best support our partners:
1. Understand the Unique Challenges and Goals of Each Institution
No two universities are the same. Each institution has its own student demographics, administrative priorities, and strategic goals. A one-size-fits-all approach to technology solutions simply doesn’t work in higher education.
We’ve seen firsthand how taking the time to understand an institution’s unique challenges leads to better outcomes. Whether it’s a university looking to improve retention rates for first-generation students or an institution focused on streamlining digital student engagement, we start by listening. Our approach is deeply collaborative—we don’t just implement technology; we co-create solutions that align with institutional priorities.
2. Commit to Agile and Responsive Higher Ed Consulting
Implementation is just the beginning of a successful partnership. Too often, higher ed administrators express frustration with technology providers who disappear after the initial deployment. Sustainable partnerships require ongoing support and a proactive approach to problem-solving.
At Raftr, we embed agility into everything we do. Our client success team works hand-in-hand with university administrators to continuously optimize platform usage, troubleshoot challenges, and adapt to evolving needs. Our 9.5/10 client satisfaction score and 88 NPS score are a testament to our responsiveness and commitment to ensuring our partners succeed beyond launch day.
3. Invest in Training and Adoption Strategies
Technology is only as powerful as the people using it. One of the biggest hurdles universities face when implementing new platforms is adoption—if students, faculty, and staff don’t fully integrate a system into their workflows, its potential impact is limited.
That’s why we prioritize comprehensive training and adoption strategies. We tailor our training programs to fit different learning styles, ensuring that every stakeholder is equipped to maximize Raftr’s capabilities. From hands-on workshops to self-paced learning modules, our goal is to make the transition seamless and empower institutions to get the most out of our platform.
4. Build Relationships, Not Just Contracts
A true partnership extends beyond transactional interactions. We see our clients as collaborators in a shared mission to enhance student success, and that perspective shapes how we approach our relationships.
For instance, we conduct regular adoption strategy sessions with our partners, providing insights from data analytics and best practices from other institutions. These sessions aren’t about selling more features—they’re about helping universities harness technology in ways that best serve their students and administrative goals. Our long-term commitment means that as our partners’ needs evolve, we evolve with them.
5. Ensure Data-Driven Decision Making
University leaders are increasingly leveraging data to inform policy and improve student outcomes. A strong technology partner should empower institutions with actionable insights, not just raw numbers.
Raftr’s platform provides universities with real-time analytics that help them identify engagement trends, student needs, and potential risk factors. We don’t just hand over data—we help universities interpret and act on it. This data-driven approach has allowed our partners to proactively support students, refine communication strategies, and improve retention efforts.
6. Foster a Culture of Innovation and Collaboration
Higher education is in a state of transformation. Universities are adopting new models for learning, engagement, and student support, and technology partners must keep pace with these shifts.
We believe that continuous innovation is key to maintaining strong partnerships. Our product team actively collaborates with our university partners to explore new features, pilot cutting-edge solutions, and refine existing capabilities based on real-world feedback. This culture of co-creation ensures that Raftr remains a dynamic, forward-thinking platform that meets the evolving needs of higher education.
7. Support Institutional Missions Beyond Technology
Many of the institutions we partner with serve historically marginalized student populations, including Black, Latino, Indigenous, and low-income students. Our commitment to these institutions extends beyond providing software—it’s about supporting their broader mission.
With 75% of our team identifying as low-income, first-generation college students, we have a personal and professional investment in the success of these institutions. Our work is shaped by an understanding of the systemic challenges faced by students from underrepresented backgrounds, and we leverage our technology to help institutions bridge equity gaps and drive meaningful change.
8. Celebrate Client Success as Shared Success
Finally, a hallmark of a strong partnership is shared success. When a university achieves a milestone—whether it’s an increase in student engagement, a higher retention rate, or an improved campus experience—we celebrate alongside them.
Our client success team takes pride in amplifying the achievements of our partners. We highlight success stories, share best practices, and connect institutions with similar challenges to foster a network of innovation in higher education. Our relationships are built on trust, collaboration, and a shared vision for student success.
Final Verdict: Long-Term Commitment Leads to Lasting Impact
The best technology solutions are those that don’t just meet an institution’s current needs but grow and adapt alongside them. At Raftr, our commitment to strong university partnerships is rooted in a belief that technology should be a catalyst for meaningful, lasting impact.
Through deep collaboration, responsive support, and a focus on student success, we help our partners navigate the complexities of higher education with confidence. Our approach is more than just delivering software—it’s about building relationships that stand the test of time.
If your institution is looking for a technology partner that is invested in your long-term success, let’s start a conversation. Together, we can create digital experiences that empower students, streamline operations, and drive transformative outcomes for higher education.