August 11, 2025
Results
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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.
– Client Representative
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.
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:
The agile-based approach adopted by Ondaro ensured a smooth transition and effective implementation, focusing on constant feedback and iterative improvements.
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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