Case Study: University of Ottawa doubles "Once-and-Done" response rate to 31–33% with Anthology CRM

University of Ottawa - Customer Case Study

The University of Ottawa, a large bilingual public research university, needed to improve student retention and the student finance experience by delivering faster, more personalized responses to financial-aid queries. To address this challenge the university partnered with Anthology and deployed Anthology’s CRM (constituent relationship management) solution in the Student Finance Office to support a “Once-and-Done” service philosophy.

Anthology’s CRM enabled automated, personalized communications and workflow improvements that increased the rate students received the answer they needed on the first reply from an estimated 15–17% to a steady 31–33%, noticeably improving the student experience and progress toward their goals. The measurable boost in Once-and-Done responses helped the University of Ottawa demonstrate sustained service improvement and student-success outcomes.

University of Ottawa

Denise St. Jean

IT Manager