Case Study: University of Oxford improves student self-service and service efficiency with Oracle Service Cloud

University of Oxford Handles 94% of Student Website Queries via Cloud, Improves Service and Efficiency

University of Oxford wanted to make it quicker and easier for prospective and current students, visitors, and enquirers to find information on its website while also reducing call and email volumes. It used Oracle Service Cloud to improve enquiry handling across admissions, student information, and public affairs.

Oracle Service Cloud replaced static FAQs with predictive responses from a shared knowledge repository and supported self-service across the university website. According to the University of Oxford, 94% of enquirers were able to self-service information, with only 6% going on to submit an enquiry, improving service levels and freeing staff to focus on more complex requests.

University of Oxford

Tara Jewell

Head of Academic Administration Division Communications