Goals

• Quickly deploy a case management system for online students
• Improve student services to help minimize attrition
• Retain integration/migration path to existing software investments 

Achievements

• Multi-channel contact center implemented in just four weeks
• Responsive service and increased staff productivity
• Increased student retention supports continued business growth

"Our productivity increased substantially. Everyone now has better tools to do their jobs."

–Dave Trafton, Online Student Services Manager, DeVry

With enrollments more than doubling annually, DeVry's staff was challenged by the volume of questions they were receiving via phone and email. Within four weeks, DeVry was up and running with its RightNow-based student care environment. RightNow's case management functions and automated business rules immediately enabled DeVry to more efficiently handle students' questions via phone, email, and the web. Students were receiving answers faster and were no longer calling and emailing several times about the same issues, which reduced contact center workloads. In addition, with complete student incident histories at their fingertips, DeVry staffers could easily address ongoing inquiries that had earlier been handled by one of their peers. Overall, student retention rates and staff productivity have increased.

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About DeVry University

DeVry University is one of the largest degree-granting higher education systems in North America, providing high-quality, career-oriented associate, bachelor's and master's degree programs in technology, business, and management. More than 49,000 students are enrolled at its 73 locations in 21 states and Canada, as well as through DeVry University Online.