Case Study: University of South Alabama improves student support and self-service with Eigen X Salesforce Service Cloud

University of South Alabama speeds answers with Eigen X and bot-powered self-service

The University of South Alabama partnered with Eigen X to implement Salesforce Service Cloud. The challenge was to improve several business processes by streamlining case notifications and escalations, deploying a curated public knowledge base for students, and configuring a chatbot to handle common inquiries efficiently.

Eigen X's solution involved implementing Omni-Channel Supervisor for real-time monitoring and a chatbot to provide faster answers, which reduced the case volume for support reps and improved overall customer satisfaction. The university achieved a more data-driven operation with detailed reporting and dashboards, allowing service agents to handle multiple customers simultaneously and refine their processes.

University of South Alabama