University of Oxford Reduces E-mail Queries 22%, Trims 13 Weeks from Inquiry Handling with Oracle Service Cloud

Oracle Service Cloud (RightNow) transformed the university’s online service across departments, including Graduate Admissions, Undergraduate Admissions, Student Information, and Public Affairs. The intuitive knowledge repository ensures that prospective and enrolled students can find answers to their questions online without needing to contact the university directly.

Oracle RightNow Cloud Service helps track and manage e-mail queries. With each prospective student generating up to six e-mails during the application process, the university’s admissions services receive tens of thousands of e-mails annually. It relies on the Oracle RightNow solution to efficiently manage all e-mails and integrate interactions captured at multiple points.

“We wanted to deliver excellent service online to meet prospective and on-course student expectations in an increasingly online world. I had previous experience with Oracle RightNow, and, having looked at competitive products, we concluded that Oracle RightNow was the superior solution,” said Jeremy Welch, services manager for graduate admissions, University of Oxford.

“The results have been significant,” Welch said. “Historically, the number of queries we receive has always been proportional to the number of applications. With an increase in applications, we would expect an increase in the number of queries. Instead, with Oracle RightNow, we have seen a 22% drop, showing significant reductions in queries per application. That’s a huge efficiency gain and a win/win for students and staff alike.”

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