Goals

• Enhance prospective students’ experience by offering consistent, accurate, and up-to-date information
• Reduce overwhelming number of prospective student calls and emails asking for repeat information
• Empower prospective students to gain information by serving themselves 

Achievements

• 98% prospective student self-service rate 
• Quantifiably improved service to prospective students
• Improved productivity of Imperial’s admissions team advisors

“Immediately we saw 10,949 answers viewed on the webpage, with only 58 questions escalated to our Admissions Advisors via email. This result has meant that 98% of students visiting the Q&A page on our website are ‘serving’ themselves, ensuring that staff have time to deal with the more specific queries and our prospective students can find answers immediately.”

- Heather Skevington, Academic Systems Program Manager, Imperial College London

Imperial College’s excellent reputation has resulted in a large volume of repetitive emails and calls from prospective students. These simple inquiries severely impacted the admission team’s productivity.

By adding implementing RightNow, the college was able to greatly reduce repetitive inquiries. The Ask a Question option allows students to send an email if needed, but when scanned with RightNow’s SmartAssistant, an additional 28 percent of emails are prevented. RightNow CX has helped Imperial College reach a 98 percent self-service rate.

Another key factor in selecting RightNow, was the on demand delivery model which accelerates time-to-benefit, eliminates IT infrastructure and software ownership costs, and allows Imperial to grow without needing to add extra hardware. 

About Imperial College, London

Imperial College was established in 1907 in London's scientific and cultural heartland in South Kensington, as a merger of the Royal College of Science, the City and Guilds College and the Royal School of Mines.