Case Study: King's College London achieves 99% enquiry response on A‑Level results day with Content Guru's storm®

How King’s College London responds to 99% of enquiries throughout the busiest week of the year

King’s College London, a world‑leading research and teaching university, faced a massive surge of student enquiries on A‑Level results day—up to a thousand calls within an hour—that outstripped its on‑premise contact centre capacity. Content Guru was engaged to address this problem and deployed its cloud communications platform, storm®, to overlay the College’s existing infrastructure and act as a scalable cloud buffer during the peak period.

Content Guru’s storm® provided Automated Contact Centre and iACD functionality, queuing excess calls in the cloud and giving callers automated prompts with queue position and estimated wait times. The solution automatically scaled for the busy exam results month, enabling King’s College London to respond to 99% of enquiries (fewer than 0.7% unanswered) while only paying for the capacity actually used, keeping the project within budget.

King’s College London