Case Study: Georgia State University achieves omnichannel support efficiency with Microsoft Dynamics 365

Georgia State University gives students, staff, and alumni single place to find answers

Georgia State University, an urban public research institution, faced challenges in managing inquiries from its large student and alumni base. Its previous email and FAQ system was inefficient, leading to extended response times, lost communications, and a lack of insight into user needs. The university required an organized, automated, omnichannel customer relationship management (CRM) solution to improve service and support.

The university deployed Microsoft Dynamics 365 to create a centralized support portal and knowledgebase. This Microsoft solution automated service channels, deflected calls to self-service, and provided improved tracking and reporting. As a result, Georgia State University retired its legacy system and reduced support staff needs, achieving a 372% ROI, payback in four months, and annual benefits of over $1.3 million through reduced costs and increased productivity.

Georgia State University