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H I G H E R E D U C AT I O N

CASE STUDY

Intelliresponse Keeps Esteemed School on Leading Edge of Constituent Web Self-Service

IntelliResponse keeps esteemed school on leading edge of constituent interaction management. If you were to take a snapshot of the typical UBC student, youd see someone who grew up in the age of information. This student surfs the Internet, chats on a cell phone and text messages countless times in any given day. Born in the late 80s, the new student body is no stranger to todays fast-paced, high-tech world. With this demographic comes new demands placed on those working in information services at post-secondary institutions. No longer is it enough to provide accurate answers to students inquiries. Now the answers must be available almost as quickly as the questions are formed in their minds. Blame the Internet if you will, but the truth is that schools like UBC must be able to deliver the right information right away in order to satisfy this new breed of students, or risk being left behind. Three years ago, our staff in Student Services were being inundated with emails asking the same questions over and over, says Marianne Schroeder, Assistant Registrar, Student Relations and Strategic Initiatives at UBC. We knew that something had to be done in order to improve student services and maximize staff efficiency. That something came in the form of IntelliResponse, a web self-service solution thats been making waves in the education and commercial markets for more than eight years. In a nutshell, it provides real-time answers to naturally phrased questions that people can ask while surfing a web site. UBC has had 1.5 million questions go through Ask Me. That equates to about 42,000 hours each year, or about 25 full-time staff.

IntelliResponse stood out for us because it really understood the post-secondary market and our specific needs, adds Schroeder. Also, we needed a system that we could implement without IT knowledge as our IT department was already working at capacity. IntelliResponse met those requirement and more, and has been an important part of UBCs web presence since August 2003. Impressive Results Ask Me @ UBC is what they decided to call the selfservice interface of IntelliResponses Instant Answer Agent, and it is accessible on all students.ubc.ca web pages. Since its implementation, UBC has had 1.5 million questions go through Ask Me. Estimating that a staff member would have taken about five minutes to answer a question prior to the softwares arrival, implementing IntelliResponse has saved 125,000 hours of work for UBC Student Services staff. That equates to about 42,000 hours each year, or about 25 full-time staff. Since weve started using Ask Me, weve seen an 85% reduction in the number of emails coming in, says Schroeder. What used to take weeks for busy staff to answer a students question has now been reduced to 24-48 hours. With staff members not having to deal with run-of-themill, repetitive questions, they can now be redeployed to serve students specialized questions and give them more personalized service. Questions that currently come in via email are more specific to a students file and can be addressed one-on-one.

Since weve started using Ask Me, weve seen an 85% reduction in the number of emails coming in.
Marianne Schroeder, Assistant Registrar, Student Relations and Strategic Initiatives

CASE STUDY

Intelliresponse Keeps Esteemed School on Leading Edge of Constituent Web Self-Service

Sharing the Wealth As a result of Student Services success and vastly improved efficiency, IntelliResponse is quickly being adopted as a campus-wide solution at UBC. Other departments and schools under the UBC umbrella have followed suit implementing the Ask Me system. UBC Vancouver, UBC Okanagan and UBC IT Services are all currently enjoying the opportunity to offer the best in student service. Reducing the number of routine enquiries has allowed us to spend additional time helping customers with more complex requirements, says Jennifer Burns, Director of Support in UBCs IT Services. Our help desk can focus now on higher value activities and help solve the multilayered, complicated problems that we all encounter at one time or another with our computer systems. Embracing Change Another advantage that UBC saw in IntelliResponse was its ability to adapt to change. As new questions start to come in, they can be easily entered into the database of questions for which Ask Me has automatic answers. Other software packages put a limit on the number of questions that can be addressed, something Schroeder and her team found unacceptable. We know that if we dont provide excellent service, students will find institutions that do, says Schroeder. We are constantly assessing the performance of the database, adding and refining questions to provide students the answers they need in real time. We want students to choose UBC.

Todays students want 24/7 access to accurate information and we couldnt address these needs without IntelliResponse.
Marianne Schroeder, Assistant Registrar, Student Relations and Strategic Initiatives

Along with ensuring a robust compilation of questions and answers, UBC is always keeping its finger on the pulse of new technology. Schroeder is looking to IntelliResponse to help them offer information through multiples channels, including the ever-growing medium of SMS text messaging. They are also interested in recent findings showing that students arent reading when theyre surfing the Internet, but rather scanning for the specific information they need. It is with this understanding that UBC works to ensure information is optimally presented. Making the Grade Since implementing Ask Me @ UBC, weve become so much more efficient and can focus on providing top quality services to our students, concludes Schroeder. Todays students want 24/7 access to accurate information and we couldnt address these needs without IntelliResponse. Knowing the questions students are asking, what theyre concerned about and how services can be changed or improved to reflect these needs is something UBC admits is priceless in ensuring they remain a top choice among tomorrows shining stars.

For More Information on this, and other customer success stories, visit IntelliResponse at www.intelliresponse.com or contact us directly at info@intelliresponse.com or 1-866-454-0084.
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