Transforming Today: Suffolk University
Suffolk University in Boston (~15,000 students) is about to be the pilot organization for this solution.
Previously, the Student Financial Services, Bursar and Registrar’s Offices functioned as three separate areas when providing customer service to students and their families. While collaboration behind the scenes did occur, students were often required to deal with each office individually to resolve an issue. In many cases, enrollment, student billing, and financial aid were interdependent. Suffolk decided to consolidate these three silo-ed customer service desks to a single “One-Stop Customer Service” center, the Ram Registration & Financial Center, with our ServiceNow® Partner Catalyst™ Solution.
By leveraging the power of ServiceNow’s CSM solution, Suffolk created a more streamlined customer service leaving students with increased overall customer satisfaction. As a result of combined customer service approach, it is also expected the offices involved will gain efficiencies in the delivery of customer service.