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Eigen X Case Study- University of South Alabama​

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Client Overview

Location: Mobile, AL, USA

Employees: 5000 - 10000

Industry: Higher Education

Solution: Sales Cloud, Service Cloud

Go-Live Dates: On Going

The University of South Alabama is a comprehensive, global research and teaching university that provides students a quality education in business, the liberal arts, education, engineering, computing, the sciences and health care.​

USA’s commitment to student success includes small class sizes and hands-on research opportunities in more than 100 undergraduate, graduate and doctoral degree programs. Students enjoy an outstanding campus experience, with state-of-the-art facilities, a 116,000-square-foot recreation center and more than 200 student clubs and organizations. 

Challenge

  • Implemented Service Cloud for several different business processes with notifications and escalations of Cases as they progressed through completion  ​

  • Configured various Knowledge types and deployed a curated public knowledge base with answers to students' top questions.  ​

  • Configured and deployed a chat bot to search the knowledge base.​

  • Implemented Omni channel supervisor for managers to monitor and assist the chat in real time.​

Solution

  • Improved Customer Satisfaction and overall customer experience.​

  • Faster time to answers through chat bots and quicker agent turnaround time based on a consolidated view of answers to common questions and cases.​

  • Reduced volume for Customer Support Reps to resolve cases, with more cases handled by bots and other self-service options. ​

  • Improved service agent skills by allowing more time to document answers and refine current processes​

  • Each service agent can handle multiple customers at a time.​

  • Detailed Reports and Dashboards to help surface problem areas and highlight areas of success quicker to allow the business to make data-driven decisions.​

Result

  • Gave CINJ the ability to visualize and link partnerships and relationships beyond a single dimension.​

  • Enhanced insight into asset and staff availability using public and shared calendars.​

  • Provided CINJ with a single source to enter all relevant information for events which has allowed for more detailed reporting and insight into event planning and ROI.​

  • CINJ managers and staff have quick, detailed access to daily schedules, events, and information about upcoming events.​