Case Study: Rose-Hulman Institute of Technology achieves 100% uptime and 14% chat CSAT lift with Genesys PureCloud

Improving student lives with easy access to AskRose via chat, email or phone

Rose-Hulman Institute of Technology’s AskRose program provides free math and science homework help to grades 6–12, staffed by 130 undergraduate tutors and offered via phone, chat and email. As students increasingly preferred chat and email, the program’s aging on‑premises system experienced frequent outages, required heavy IT intervention, and left AskRose unable to adopt new communication channels—hurting accessibility and satisfaction.

In 2016 AskRose migrated to the Genesys PureCloud platform, implemented in under a week, which enabled multi‑channel support, remote agent logins, a web‑based admin interface, and reduced IT dependence. Since the move they’ve recorded 100% uptime, improved tutor workflows and visibility across interactions, and achieved a 14% increase in chat CSAT.

Rose-Hulman Institute of Technology

Lindsay Hull

Homework Hotline Associate Director for Operations and Education