University elevates student support with innovative service solutions

Results

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Improved case management efficiency
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Enhanced customer communication and automation
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4 months from project start to go-live

Applications

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THE CLIENT

Commitment to service excellence

The client, an acclaimed educational institution, is renowned for its diverse student body and comprehensive academic offerings, spanning a wide range of disciplines and research areas. With a mission to provide an innovative, student-focused educational experience, the university has a significant presence both domestically and internationally. This commitment to excellence in education and student services set the stage for its collaboration with Ondaro, aiming to elevate the university’s customer service capabilities to match its high educational standards.

“From the start, [Ondaro] worked well with our team to collect requirements. That level of excellence from the start carried forward all the way to the end of the project.”

– Client Representative

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THE CHALLENGE

Navigating complex service demands in a diverse academic environment

 

The client faced significant challenges in managing student, parent, and customer interactions. Its existing systems were manual and involved cumbersome “swivel-chair” activities, causing inefficiencies and a lack of streamlined communication. The urgent need for a state-of-the-art customer communication and automation platform to enhance its service quality and responsiveness was evident.

 

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THE SOLUTION

Implementing a tailored customer service management platform

The client and Ondaro embarked on a journey to revolutionize the university’s service management capabilities. The solution focused on implementing ServiceNow CRM, tailored to the unique needs of the registrar department. Key elements included the following:

  • CRM core setup: Configuring the primary framework to handle various types of customer interactions
  • Case management: Streamlining case handling processes to improve response times and efficiency
  • Knowledge and self-service portal: Developing a portal for self-help and information access, reducing the need for direct interaction
  • Integration with existing systems: Seamlessly integrating with the university’s existing systems, ensuring a unified service experience

The agile-based approach adopted by Ondaro ensured a smooth transition and effective implementation, focusing on constant feedback and iterative improvements.

 

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Managed project timeline effectively?
55
Positioned us to achieve our desired business outcomes?
55
Communicated clearly throughout the project?
55
Provided a high level of expertise in implementing our solution?
55
Enabled us to manage our ServiceNow applications post-implementation?
55
Overall, how would you rate your experience with Ondaro on this project?
55

 

THE PARTNERSHIP EXPERIENCE

Fostering collaborative growth and understanding

The client’s journey with Ondaro was not just about implementing a technical solution but also about building a relationship founded on mutual understanding and respect. Ondaro’s team, dedicated to understanding its unique cultural and operational landscape, worked closely with the university’s internal teams. This collaboration was pivotal in aligning the project objectives with the university’s long-term goals, ensuring not only a successful implementation but also laying the groundwork for future advancements.

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Let’s Innovate Together!

Request a Complimentary Consultation from Ondaro

Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.

Your journey to innovation is just a click away. Schedule your meeting with our Ondaro advisors and become part of the success story that defines your organization’s future.