Case Study:
Notable University Implements Powerful Softphone Solution to Serve 16,000 Remote Students During The Pandemic
Company:
Value/ROI:
- The reduction in operational costs due to increased efficiency and reduced labor expenses.
- Increase in student satisfaction ratings and retention rates.
- Reduction in financial risk due to improved disaster recovery and business continuity plans.
Project:
- Improved call management with features like call routing, IVR, and call queuing.
- Provided real-time reporting for data-driven decision making.
- Enhanced student support services and reduced wait times.
- Increased operational efficiency and resource allocation.
Key Takeaways:
- Improved communication infrastructure is essential for student success.
- Data-driven decision making is crucial for optimizing operations.
- Employee satisfaction and productivity contribute to overall institutional success.
- Rapid deployment of technological solutions can be a competitive advantage.
Introduction
Founded in 1855, this private ivy league collegue was the first public post-secondary institution in the northeast.
With a rich history of excellence and innovation in higher education, the university is a world-class, vibrant, and diverse university offering more than fifty undergraduate majors and more than sixty options for graduate study, including six doctoral programs in various disciplines.
The Challenge
Because of the pandemic, the abrupt shift to remote learning placed an unprecedented strain on the university’s communication infrastructure. A surge in student inquiries and support requests overwhelmed traditional phone systems, resulting in long wait times and decreased student satisfaction. The university needed a solution that would allow them to handle a growing number of incoming calls for different departments.
With 16,000 students to serve and more than 3,000 employees, SmartChoice was ready to take on the challenge and rise to the feat.
The Smart Solution
To address these challenges, SmartChoice implemented a robust cloud-based platform enabling the faculty and staff to handle calls directly from their computers or mobile devices, regardless of location. By leveraging advanced features such as call routing, IVR, and call queuing, the university was able to optimize call management and improve response times.
Furthermore, SmartChoice’s real-time reporting capabilities provided valuable insights into call volume trends, allowing the university to allocate resources effectively and ensure adequate staffing levels during peak hours. This data-driven approach enabled the institution to enhance operational efficiency and deliver superior student support.
Products and Features
Conclusion
Through SmartChoice’s dedicated team of project managers, the university got the support that it deserved. Our project managers worked closely with our network operations team to render quick and effective results that gave the university’s staff the tools to thrive while continuing to deliver an excellent experience for their most important stakeholder, its students.
The services for the university were up and running within twenty-four hours of signing the SmartChoice contract.
