Case Study: Penn Foster Career School achieves faster workflows and improved customer service with DocStar ECM

Nationally Accredited University Improves Workflow Processing and Customer Service with DocStar ECM

Penn Foster Career School, a nationally accredited distance education institution serving more than 150,000 new students a year, faced slow, paper‑heavy document workflows and an archival system that only stored scans without collaboration, tracking, or automation. To modernize student record retrieval, reduce processing time, and improve customer service, Penn Foster selected DocStar and its DocStar ECM platform.

DocStar implemented DocStar ECM across Penn Foster’s Data Processing and call center, developing a custom upload tool that tripled document intake rates to enable zero downtime migration and rapid deployment. The solution centralized student records by student number, gave agents real‑time status visibility, and added secure access controls and encrypted storage; measurable impacts included calls typically resolved in one contact, printing and physical storage reductions, and transformation of multi‑week HR and communications workflows into processes that now take hours.

Penn Foster Career School

Penn Foster

Senior Managers