Case Study: University of Central Oklahoma achieves faster support, higher student satisfaction, and improved retention with Anthology Help Desk & One Stop

How the University of Central Oklahoma revolutionized their Student Services and IT support with Anthology

University of Central Oklahoma, a four‑year public institution serving 17,000+ students, faced rising volumes of complex student inquiries and understaffed support teams (Student Services once had four staff and callers waited up to an hour). To address these challenges, UCO partnered with Anthology and implemented Anthology Help Desk and Anthology One Stop to create a tailored, centralized ticketing flow and extend support to 24/7 coverage.

Anthology deployed both services in about 2.5 months and used inquiry data to design a consolidated, data‑driven support model. The results: over 53,000 incidents managed, average speed of answer cut by up to 96% (IT) and 93% (One Stop), more than 5,000 staff hours saved, higher student satisfaction with fewer complaints, and a 1.5% retention lift that produced $214,000 in incremental tuition in the first semester; Anthology’s ongoing reporting also helped align IT and Student Services and improve staff morale.

University of Central Oklahoma

Christopher A. Lynch

Vice President, Enrollment and Student Services