HIGHER EDUCATION

Problem 1: Getting students through the door

STUDENT RECRUITMENT:

Are you aiming to increase your student recruitment this academic year? Do you need a new strategy to engage international students? Are you able to provide sophisticated reporting on which prospective students engage with you, in the specific area of your University and on their selected channel (which often varies)? Why not follow in the footsteps of York University, who recently deployed storm® to boost their student recruitment?

  1. Enable students to engage with your student recruitment team on multiple channels
  2. Keep track of prospective student engagement to ensure you provide seamless customer journeys
  3. Provide sophisticated reporting allowing you to track engagement and increase conversions

Download our Free Guide for Higher Education

CLEARING:

Do you need a telephony/engagement solution that will allow your agents the flexibility to WFH? How were your numbers for clearing 2020? Can you afford to replicate those same numbers in 2021? Why not gain an edge over the competition by migrating your on-premise telephony to the cloud enabling you to:

  1. Dramatically reduce call abandonment rates (and therefore increase revenue)…
  2. Improve customer experience
  3. Automate some BAU enquiries that can be self-served, freeing your agents to handle revenue critical enquiries
  4. Replicate your existing service with all agents working from home (including sophisticated supervisor functionality)

Problem 2: Looking after and engaging with students when they are on campus

COVID-19 COMMUNICATION:

Can students access critical information and updates about COVID-19 policies at your university, whenever they want and on the channel of their choice? Do you have the capability to organise outbound campaigns to pro-actively contact students who are self-isolating and may be vulnerable? storm® can help in the following ways:

  1. Stand up a cloud omni-channel contact centre in a matter of weeks
  2. Enable your staff to work safely from home whilst providing excellent 24/7 customer service for student COVID-19 enquiries
  3. Create automated outbound dialer campaigns to ensure all of your student population are receiving pro-active communication (eg. by SMS or WhatsApp)

WELLBEING:

Can your students contact your wellbeing service outside of 9am – 5pm working hours? Can students engage with your wellbeing service on a channel of their choice other than voice i.e. Webchat, SMS, e-mail, WhatsApp, or Facebook? Are students struggling to access your wellbeing services and could you leverage cloud technology to automate some enquiries and ensure that all students are receiving some form of engagement? storm® ensures:

  1. Students can access wellbeing services 24/7 on a channel of their choice (note that male students are statistically far more likely to engage on a non-voice channel)
  2. Agents can work from home
  3. Sentiment analysis and natural language processing can be used to priority route calls and flag critical enquiries to supervisors

PCI COMPLIANCE:

Is your current telephony system PCI compliant for taking tuition fees, accommodation and other payments over the phone? storm® can be deployed to enable both:

  1. Agent assisted PCI-DSS level 1 compliant payments
  2. Automated out of hour PCI-DSS level 1 compliant payments

CRM:

Are you looking for a light-weight, agile and affordable CRM? Are you currently paying for a premium CRM but using a fraction of its functionality? storm® Customer Knowledge System (CKS®) provides cost-effective CRM, case management and ticketing.

Problem 3: Staying connected with alumni and raising funds

ALUMNI ENGAGEMENT:

Can alumni easily engage with your University on a range of different channels? Are your attempts to proactively reach out to graduate students successful? storm® can help you to:

  1. Maximise alumni engagement by deploying an omni-channel cloud solution
  2. Ensure your alumni can engage with your University wherever they are in the world, at whatever time on whatever device they choose

FUNDRAISING:

How successful are your current fundraising campaigns? Are you getting hold of the right people at the right time on the right channel to maximise your chances of receiving donations? Why not follow in the footsteps of King’s College London and deploy:

  1. An omni-channel cloud contact centre for fundraising, ensuring alumni can engage on the channel of their choice
  2. Outbound dialer campaign to maximise donations
  3. Sophisticated reporting which will help you to replicate success and strategically modify your campaigns
  4. PCI-DSS Level 1 compliant payments (agent-assisted and automated)

storm® Success Stories in Higher Education

“A-level results day represents our contact centre’s busiest time in the academic calendar. We can receive up to a thousand student enquiries within the space of an hour, which in a typical year outstrips the capabilities of our on-premise infrastructure … storm helped us to better meet this challenge. Its effectively unlimited capacity for contact handling, with vast numbers of simultaneous enquiries queued in the cloud, enabled us to automatically scale up our contact centre’s capacity and address the excess traffic. Furthermore, the College only paid for the actual capacity it used; we were thus able to respond to 99% of enquiries whilst comfortably staying within budget.”

Project Manager, King’s College London

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“We knew that we needed to change the way we would be operating our clearing contact centre. This year we could not have our agents working under one roof answering and making calls. Instead, utilising the latest in cloud contact centre technology, we have been able to provide the same level of service remotely. The team at Content Guru were able to spin up a virtual contact centre for us in an incredibly short timeframe and helped us provide training for a large number agents. We are now confident our agents can support hopeful students just as efficiently remotely as they would have done on-site. I have complete confidence in the Content Guru platform, and our agents feel secure in the knowledge that they can provide a critical service to students from wherever they are, without risking their health in a physical contact centre.”

Director of Core IT Infrastructure, Huddersfield University

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