Higher Education

More than 140 higher education institutions around the world such as DeVry, Drexel University, Imperial College London, Minnesota State Colleges and Universities (MnSCU), Texas Tech University, UCLA, University of Michigan, University of New England, and University of Western Australia use RightNow’s CX softwareto deliver an exceptional experience across the student lifecycle.



In fact, analyst Nicole Engelbert of Ovum said, “RightNow Technologies has a proven track record for providing quality Customer Experience Management solutions and excellent service and thus should be at the top of every higher education institution's shortlist.”

University of Houston logo

“RightNow has had a major impact on the quality-of-experience we are providing to all of our constituencies. It has also allowed us to achieve significant cost savings during a period when such savings have been essential to our survival.”

- Betty Roberts, Associate Vice President of Technology Support Services, University of Houston


Optimizing Recruitment, Improving Retention, And Engaging Alumni

  • Deliver personalized interactions at every stage of the student lifecycle
  • Leverage critical knowledge to target accurately and drive recruitment and retention efforts more effectively
  • Engage constituents with multi-channel, multi-stage campaigns
  • Measure and track results in real-time Use live chat to provide real-time, text-based communication between employees and constituents

Improving Constituent Care

  • Provide timely answers 24/7 with self-service
  • Use powerful workflow to accurately route and respond to inquiries regardless of channel
  • Guide constituents through a website, assist in filling out forms, or answer other questions
  • Gather feedback from constituents and take immediate action
  • Deliver proactive customer support through monitoring and analysis of social media conversations

Reducing Costs

  • Reduce inbound email by 30 – 70%
  • Reduce inbound calls by 10 – 30%
  • Improve employee productivity by up to 20%
  • Reduce new agent/staff training time
  • Improve campaign effectiveness across multiple channels

Minnesota Online

Minnesota Online

Minnesota Online has made RightNow a key component of its strategy for both growth and differentiation. By implementing the full suite of RightNow’s next generation CX solutions, Minnesota Online is able to deliver a competitively differentiated experience across the entire prospect lifecycle. Minnesota Online can track their progress and issues at every stage of this lifecycle in order to quickly and effectively respond to their changing needs. And because RightNow enables student advisors to be so productive, Minnesota Online can support its growing customer base with remarkable efficiency.

Imperial College

Imperial College London

Imperial College London is a world-leading, science-based university whose reputation for excellence in teaching and research attracts students and staff of the highest international quality. Due to the College’s leading reputation it receives a substantial volume of prospective student inquiries via email and telephone. Responding to these simple enquiries was impacting on the admissions team’s productivity and response times. As a result, Imperial College London set out to find a strategic business partner to provide a leading-edge CRM solution able to support its goal in continuing to attract the most able students and staff worldwide. In particular they required a partner with expertise within education. Having heard of RightNow and visited the company’s website to view RightNow’s education customer case studies and download a white paper, Imperial requested an initial consultancy meeting. From this introduction it was clear to Imperial that RightNow was the partner of choice.

DeVry University

DeVry

DeVry University, one of the country’s largest degree-granting institutions, launched a self-service student-care system using customer experience management software from RightNow so students get answers quickly and accurately at any time—even while enrollment more than doubles every year. Because students get answers in a timely manner, they no longer call and email staff several times about the same issue. And because they get quick, quality attention, students stay at DeVry—good news for a university with high retention goals.


Minnesota State Colleges and Universities

MnSCU

The Minnesota State Colleges and Universities (MnSCU) system is made up of 32 separate institutions, each of which has its own objectives and challenges. The effective use of technology across the state-wide system is particularly challenging, since any such technology would have to offer the economies-of-scale associated with the use of a common solution everywhere—while giving each institution the flexibility to adapt it to their specific requirements. As a complete on demand solution for optimizing the constituent experience, RightNow enables MnSCU to deliver a common set of powerful software capabilities wherever they’re needed. At the same time, RightNow is sufficiently flexible to allow project leaders at each school to tailor it to their particular objectives. In fact, RightNow is being successfully applied to more than two dozen schools in the MnSCU system which each have different sets of objectives. These objectives range from improved recruitment and enhanced student services to innovative support for local business communities and a super-efficient IT help desk.





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