Personalized CSM Implementation for Educational Operations

A large educational institution with a diverse student population and multiple campuses across the country.

The Challenge: 

The institution was facing challenges in managing student inquiries and complaints efficiently. The current system was manual, time-consuming, and prone to errors. It also lacked a centralized database to track and manage student interactions. This resulted in a lack of visibility into the student experience and made it difficult to identify and address issues in a timely manner.

mOne Technologies Solution: 

We implemented the ServiceNow Customer Service Management (CSM) module, which provided a centralized platform to manage and track all student interactions. The solution included the following key features:

• Personalized portals for students, faculty, and staff, which provided a self-service option for common inquiries and complaints
• Automated workflows for routing and escalations, which ensured that issues were addressed by the appropriate department in a timely manner
• A knowledge base, which provided a centralized repository of information and resources for students, faculty, and staff
• A reporting and analytics dashboard, which provided visibility into the student experience and helped the institution identify and address issues more effectively

Results: 

The implementation of the ServiceNow CSM module improved the efficiency of student inquiries and complaints management by automating workflows and providing a centralized platform to track and manage interactions. The personalized portals and knowledge base provided a self-service option, reducing the need for direct interaction with staff and freeing up resources to focus on more complex issues. The reporting and analytics dashboard provided valuable insights into the student experience, allowing the institution to identify and address issues more effectively. Ultimately, the implementation of the ServiceNow CSM module improved the overall student experience and helped the institution meet the needs of its diverse student population.