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The Challenge
Students need and want to be able to do things in their own time. The rise of the digital age has allowed them to do this in every aspect of their life, so they expect the same from universities.
Office hours are mainly the same as the hours set for lectures and classes. So it stands to reason that this is not the time when the majority of student requests will be made. Enabling access to information and resources 24 hours a day, 7 days a week, is the way to cater for the demands. This is especially true for international students where they’re up against different time zones making it virtually impossible for them to contact who they need, when they need to.
So how do we deliver an effective service that doesn’t require multiple resources to be available on evening, nights and weekends?
What we do
We will work out where the pain points and opportunities for improvement are. By looking at different functional areas from admissions to recruitment, our process discovery phase enables us to understand where there are issues and how to solve the problems faced. More importantly, we’ll engage with your students directly to gain, first hand, valuable insight into what their unmet needs are, and how best to address these.
We look at the wider picture to gain the necessary understanding of the organisational and student needs:
- Carry out business process discovery to understand which processes could be made into a 24/7 service
- Analyse the setup of each process
- Work with and interview students to gain rich insight into how they find these processes and how they would like it to be
How we deliver it
We coach and work with internal teams directly to bring everyone together and working towards the same shared goals.
To get the insight needed to deliver an effective "always-on" student experience, we ensure we collaborate with everyone, from executive staff and frontline staff, right through to the students themselves. By speaking with and interviewing all parties, we’re able to give the internal team the answers and clarity they need, and therefore building out a long-term, well-defined strategy for great student experiences and any time of day or night becomes clear.
The impact it has
4.8/10
Average life satisfaction scores of studentsBy ironing out the process issues and eliminating the root causes, student satisfaction increases leading to deeper engagement with the university or college.
Not only do students directly benefit, but staff do too, efficient and automated processes help reduce stress levels, allowing staff to focus and morale increases. The power of technology enables an organisation to automate manual processes that take up too much staff time, meaning that typical and traditional contact hours can be removed, and students can get responses instantaneously. Automation in this scenario allows students to deal with things in their own time, while staff can be facilitating richer, deeper engagement with the students.
Average life satisfaction scores of students decreased by 9% from 5.3 to 4.8 out of 10, between 20 to 25 November 2020 and 8 to 18 January 2021
Here are some more relevant Success Stories
Manchester Metropolitan University (MMU). The biggest transformation project to ever take place in higher education
Catapulting UEL into the future by automating the Clearing process in a matter of weeks.
There are more
Here’s more challenges that we solved that you might be interested in.
