Case Study: Maryville University achieves a mobile one‑stop student experience and faster response times with Ellucian Colleague (Ellucian)

Mobile one-stop shop transforms the student experience

Maryville University, a private institution serving more than 9,300 students, needed a more agile, responsive and centralized way for students to access services—paying tuition, requesting transcripts, and getting help—without long lines or complex processes. To integrate data and enable mobile access campus-wide, Maryville partnered with Ellucian and deployed Ellucian Colleague® to underpin a one-stop, mobile student experience.

Ellucian’s solution supported Maryville’s new Solution Squad and Visitor Center by providing staff mobile access to student records via Colleague® on iPads, phones and laptops, plus phone and kiosk integrations tied to the CRM. The initiative cut average request-to-resolution time from 43.57 hours (Summer 2018) to 10.4 hours (Fall 2018), handled 64.82% more incoming calls while increasing active call time from 375 to 723 hours, and delivered high satisfaction (95.23% found staff helpful, 94.1% satisfied) with 80% of students waiting less than five minutes—clear, measurable impact from Ellucian’s technology.

Maryville University

Suzanne Marshall-Caby

AVP of Operational Strategy, Service, and Standards shall-Caby AVP of Operational Strategy, Service, and Standards