Case Study: Alamo Colleges handles 350,000 calls annually with 95% efficiency using Oracle Service Cloud

Alamo Colleges Handles 350,000 Calls Annually with 95% Efficiency, Effectively Responding to Student Inquiries with Cloud Solution

Alamo Colleges used Oracle Service Cloud to improve student experience and operational efficiency while handling questions from more than 90,000 students across multiple campuses. The colleges needed faster, more consistent service, better visibility into call patterns and agent performance, and fewer repeat calls during peak inquiry periods.

With Oracle Service Cloud and Harte Hanks, Alamo Colleges handled more than 96,000 financial aid calls in one academic year at 95% efficiency and expanded to more than 254,000 calls annually across admissions, student records, and the business office. Oracle Service Cloud also helped reduce average answer times to under one minute during peak periods, cut calls sent to Tier 2 support by more than 50%, and gave agents better access to student information, previous interactions, and knowledge base articles.

Alamo Colleges

Russell Lopez

Contact Center Manager