Industry Solutions
Higher Education
More than 140 higher education institutions around the world use RightNow® to deliver great constituent experiences across the student lifecycle including: DeVry, Drexel University, Imperial College London, Minnesota State Colleges and Universities (MnSCU), UCLA, University of Memphis, University of Southern Queensland, and University of Western Australia.
Competition for students is fierce, requiring targeted recruitment initiatives and strategic enrollment management. Then there’s the growing challenge of student retention and student services. Students want easy access to information on financial aid, registration, housing, advising, and other aspects of campus life. And every student and alumni wants to you to communicate with them personally, which requires a single view of the constituent with complete data and interaction history.
In fact, analyst Nicole Engelbert of Datamonitor said, “RightNow Technologies has a proven track record for providing quality Customer Experience Management solutions and excellent service and thus should be at the top of every higher education institution's defining constituent experiences.”
University Of Houston Improves Student Services While Saving Money
Even with significant annual budget cuts, the University of Houston found a way to provide better, faster service to students. While the state continued to cut the UH's budget by 5-10 percent annually, they needed to reduce a near-overwhelming volume of phone calls and emails in tandem with capturing and retaining students in an increasingly competitive market. The answer? "Ask Shasta," the RightNow CX software system named for the University's mascot. The system answers virtually any question automatically via the web.No staff intervention required!
Use of the web by UH students and others has increased while phone calls and emails have decreased substantially—by as much as 25 percent. The University is saving approximately $1 million annually, with an annual ROI rate of over 1,000 percent!
Victoria University Reaches Prospects Globally
Victoria University of Wellington in New Zealand turned to RightNow to help them maintain an ongoing, content-rich conversation with prospects across multiple communication channels. We developed a Customer Experience Management solution that delivered cost-effective, highly targeted information to prospects worldwide. With this customer experience management software solution, the university is able to maintain content-rich "conversations" with prospects using email and the web. By tracking interactions, they know where prospects are in their decision-making, and can send highly targeted email to them. As a result, they improved conversion rates from offer to enrollment by up to 40 percent.
DeVry University
DeVry University, one of the country’s largest degree-granting institutions, launched a self-service student-care system using customer experience management software from RightNow so students get answers quickly and accurately at any time—even while enrollment more than doubles every year. Because students get answers in a timely manner, they no longer call and email staff several times about the same issue. And because they get quick, quality attention, students stay at DeVry—good news for a university with high retention goals.
Optimize Recruitment, Improve Retention, And Strengthen Alumni And Institutional Bonds
How can you meet these challenges and improve all aspects of the student lifecycle while working with limited or constricting operational resources? With RightNow's on demand customer experience management Software.
RightNow Helps Institutions:
- Deliver personalized interactions at every stage of the student lifecycle
- Leverage critical knowledge to target accurately and drive recruitment and retention efforts more effectively
- Provide timely answers 24 hours a day through web self-service, which satisfy internet-savvy students and save time for both students and staff
- Make sure every constituent's email is routed and handled quickly and accurately
- Use live chat to provide real-time, text-based communication between the employee and constituent to guide them through a website, assist in filling out forms, or answer other questions
Related Information
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Research & Analysis: Decision Matrix: Selecting a CRM Vendor in Higher Education
CRM provides compelling answers to the challenges facing higher education.
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White Paper: Empowered Interactions: Delivering a Differentiated Student Lifecycle Experience
Learn best practices that will help you interact consistently, and in a personalized manner.
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Video: MnSCU Highlights Video
A diverse RightNow implementation improves experiences across institutions within a tight budget constraint for Minnesota State Colleges and Universities.
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White Paper: Winning Service Strategies for Colleges and Universities
How are you currently optimizing your constituent experience to strengthen institutional bonds?
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
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Video: 8 Steps to Improve Customer Experiences Video
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.
Greg Gianforte