Case Study: University of South Alabama improves student support with Eigen X and Salesforce

University of South Alabama improves student support with Eigen X

The University of South Alabama, a comprehensive global research and teaching university, sought to improve its student support services. Their challenge involved managing various business processes and providing timely answers to student inquiries. To address this, they partnered with vendor Eigen X to implement Salesforce's Service Cloud.

Eigen X implemented a solution utilizing Service Cloud and a knowledge base, which was then deployed through a chat bot. This provided faster answers for students through self-service and improved agent efficiency with a consolidated view of information. The results included an improved customer experience, a reduced volume of cases for support reps to handle, and the ability for each agent to manage multiple customers simultaneously. Eigen X also delivered detailed reports and dashboards to help the university make data-driven decisions.

University of South Alabama