Goals

• Ensure visibility into customer issues across all communication channels
• Prevent customer service costs from growing at the same rate as the business
• Deliver effective, 24-hour-a-day online self-service to a highly internet-oriented customer base 

Achievements

• Unified, highly efficient customer care environment for phone, email, and web
• 40% increase in customer service staff during period of 100% business growth
• 96% self-service success rate

“Today’s students are strongly inclined to use online self-service information resources. RightNow is therefore an ideal platform for creating a service environment that’s tailored to their needs and preferences.”

– Miles Lasater, Higher One Chief Operating Officer, Higher One

Higher One’s financial services, which are targeted at colleges and universities, are now being used by over a quarter-million students—more than twice as many as a year ago. The company needed a solution to help maintain quality customer service while keeping costs low during this period of rapid growth. With its use of RightNow CX, the company has only had to increase its customer service staff headcount by 40 percent.

RightNow CX allows students to use the web to get immediate, accurate answers to their questions. Higher One now boasts a self-service success rate of 96 percent, due in part to SmartAssistant, which successfully answers 60 percent of student questions submitted on the web. RightNow’s incident tracking software capabilities also let representatives view a student’s entire incident history on a single screen, providing the context necessary to solve problems more efficiently and increase overall satisfaction.

Higher One Support Site  |  Higher One Homepage

About Higher One, Inc

Focused exclusively on higher education, Higher One provides refund management services to higher education institutions and banking services to members of their community through a card-based solution. Higher One's integrated solution helps universities reduce administrative costs, streamline business processes, create new revenue streams, increase student customer service, and strengthen the campus community. To date, Higher One has disbursed half a billion dollars in refunds for its university clients. More than 250,000 students, faculty, and staff at distinguished public and private universities use Higher One's services through their ID or refund card.