Case Study: University of Auckland achieves better student service and operational efficiency with Fusion5 and Oracle Service Cloud

Successfully underpinning an enterprise CRM strategy with Oracle Service Cloud

The University of Auckland needed a better way to manage growing student, staff, and external enquiries across email, phone, web, and face-to-face channels. In 2007, it turned to Fusion5 and Oracle Service Cloud to replace its contact centre tool and support a wider CRM strategy as the university expanded.

Fusion5 helped the University of Auckland roll out Oracle Service Cloud across faculties and service teams, creating a single point of truth with one knowledge base, consistent reporting, and stronger governance. The results included a 56% reduction in phone calls, or 72,000 fewer calls between 2011 and 2013, plus improved service efficiency, lower staffing and training needs, and better workforce planning.

University of Auckland

Hilton Lloyd

Team Leader