While IT support and Student Services have distinct challenges, there is a common barrier to success that UCO and many other institutions have experienced: lack of resources. With student inquiries growing in volume and complexity, it can be difficult to sufficiently scale a team to provide timely, accurate responses.
At UCO, the impact of the pandemic meant that the situation had become critical. In the case of Student Services, they had a team of just four staff looking after around 13,000 learners – and students were required to wait up to an hour just to get through on the phone. The IT support team was similarly facing huge challenges to provide the level of service that students expect.
While they faced a common challenge, the IT and Student Services teams were also operating in a completely siloed fashion, with different ways of working and approaches to measuring success. UCO needed a partner that could not only improve student support across the board, but also work closely in partnership to get important departments and stakeholders on the same page.