Eigen X Case Study - University of South Alabama
University of South Alabama
The University of South Alabama is a comprehensive, global research and teaching university that provides students a quality education in business, the liberal arts, education, engineering, computing, the sciences and health care.
USA’s commitment to student success includes small class sizes and hands-on research opportunities in more than 100 undergraduate, graduate and doctoral degree programs. Students enjoy an outstanding campus experience, with state-of-the-art facilities, a 116,000-square-foot recreation center and more than 200 student clubs and organizations.
✢ Client Overview
Location: Mobile, AL, USA
Employees: 5000 - 10000
Industry: Higher Education
Solution: Sales Cloud, Service Cloud
The Challenge
Implemented Service Cloud for several different business processes with notifications and escalations of Cases as they progressed through completion
Configured various Knowledge types and deployed a curated public knowledge base with answers to students' top questions.
Configured and deployed a chat bot to search the knowledge base.
Implemented Omni channel supervisor for managers to monitor and assist the chat in real time.
The Solution
Improved Customer Satisfaction and overall customer experience.
Faster time to answers through chat bots and quicker agent turnaround time based on a consolidated view of answers to common questions and cases.
Reduced volume for Customer Support Reps to resolve cases, with more cases handled by bots and other self-service options.
Improved service agent skills by allowing more time to document answers and refine current processes
Each service agent can handle multiple customers at a time.
Detailed Reports and Dashboards to help surface problem areas and highlight areas of success quicker to allow the business to make data-driven decisions.
The Result
Gave CINJ the ability to visualize and link partnerships and relationships beyond a single dimension.
Enhanced insight into asset and staff availability using public and shared calendars.
Provided CINJ with a single source to enter all relevant information for events which has allowed for more detailed reporting and insight into event planning and ROI.
CINJ managers and staff have quick, detailed access to daily schedules, events, and information about upcoming events.