COMPANY

Global leader in international education with a number of related business lines including student placement into universities

COUNTRY

Kuwait

INDUSTRY

Education & Research

Know this Customer
PRODUCTS OR SERVICES

Service Cloud

The client is the global leader in international education with a number of related business lines including student placement into universities, English language testing as well as English Language Training and management of education related aid.

The client wanted to implement a centralized students’ contact database to expand its communication channel. It also wanted to gain a consolidated view of students’ information from all communication pathways, including the social media, email and web service.

Challenge

  • Improve student experience across all communication channels
  • Customize incident tracking for each interaction
  • Increase application process efficiency
  • To gain greater visibility into students’ needs, education trends, and opportunities for institutes process improvement

Solution

The client chose Oracle RightNow CX Cloud Service as it was the perfect solution to have a consolidated view of students’ information and gain the ability to provide better service and improve students’ experience.

Implementation Process

CRMIT Solutions implemented Oracle RightNow CX Cloud Service in less than 5 weeks - a fast track implementation with minimum risk and maximum ROI.

Benefits

  • Meets the needs for a sophisticated student service experience, and handle the complex and multiple interactions inherent in the student lifecycle
  • Institute gains the ability to capture, track, access, assign, and manage student information all in within a centralized system
  • Process automation provided the necessary tool to manage key relationship between the student and educational institutes
  • With complete student incident histories at their fingertips, University employees could easily address ongoing inquiries
  • Deliver the ultimate cross-channel student experience options for students to interact with institute by leveraging additional channels enabled by RightNow such as online chat, email, web self-service, and mobile

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