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Major University Changes Antiquated Processes

The Challenge:

How does a major university’s department, supporting nearly 50,000 undergraduates and graduates the same way over the last thirty years, fundamentally change?

The Goals:

“This was a very difficult situation,” commented our executive sponsor. “Many areas of our department were still operating on faxed support forms. We needed a solution that would provide an optimal online experience for our student constituents, and an efficient management platform for our customer service agents.

“We have become a model for the University. Our agents are using the system, the Provost and Chancellor have both

toured our facility and are actively recommending that other departments adopt our model. I

could not be more pleased.”

 

University Sponsor

The Solution:
In short order, BlueLeap installed Oracle RightNow, configured, tested and rolled it out to nearly 30 agents. This included:
1. Interfacing the application with several University-wide legacy systems
2. Converting nearly 400 FAQ’s and integrating them into the “Ask A Question” Oracle RightNow knowledge base
3. Building several custom objects to support the unique aspects of their university business processes

The Impact:
1. Constituent satisfaction increased 20%
2. Wait times and time to resolve fell 40%
3. Agent job satisfaction noticeably increased, boosting moral

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