Eigen X Case Study- University of South Alabama
Client Overview
Location: Mobile, AL, USA
Employees: 5000 - 10000
Industry: Higher Education
Solution: Sales Cloud, Service Cloud
Go-Live Dates: On Going
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.
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.
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.
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.
