Goals

• Maintain leadership in competitive higher education market
• Deliver value-added services to support premium pricing
• Reduce operational costs

Achievements

• Re-allocation of staff time for proactive follow-up boosts recruitment and retention rates
• Innovative use of solution for programs such as tutoring and CPA exam tracking provides incremental value
• 67% reduction in registration-related incidents
• 98% of student issues resolved within 24 hours

“Becker’s continued success is contingent to a large degree on our ability to provide a level of service to our students that our competitors can’t match. RightNow provides solutions and professional services that have proven instrumental in maintaining and extending the differentiation of our brand year after year.”

- Peter Serrate, Director of Central Services, Becker, Professional Review 

Before implementing this customer experience management software solution, Becker Professional Review faced several challenges. Becker’s ratio of service incidents to completed registrations was 3:1. Contact center staff could “cherry pick” incoming student issues and were not accountable for how quickly they were resolved. The company had a system of assigning a personal tutor to each student, whom helped with course work, but also became the primary point-of-contact for any issues. This system provided no visibility into tutors’ responsiveness and didn’t highlight any chronic problems students were having with the system.

Now, with RightNow’s customer experience management software solution, there is one service incident required per registration–a 67 percent reduction. Student incidents are appropriately distributed to agents and their resolution is tracked, and contact center performance is monitored. Becker has established service level agreements, one which specifies that 85 percent of student issues are to be resolved within 24 hours, and the company is actually achieving 98 percent. The company now has valuable insight into courseware and can route students to appropriate subject-matter experts. Becker has been able to re-allocate staff time for proactive follow-up contacts with students—boosting recruitment, retention rates, and levels of student satisfaction. 

Becker Professional Review Support Site | Becker Professional Review Homepage 

About Becker Professional Review 

Becker Professional Review serves the global accounting and financial professions with innovative educational solutions that help students in college and throughout their careers. Becker is a subsidiary of DeVry Inc. (NYSE: DV), which is also the parent organization of DeVry University, Ross University, and Chamberlain College of Nursing