Case Study: Alamo Colleges achieves 95% call-handling efficiency and handles 350,000 annual student calls with Oracle Service Cloud (Oracle)

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

Alamo Colleges, a five‑campus community college system in Bexar County serving more than 90,000 students, faced a surge of student inquiries—more than 350,000 calls a year (including roughly 96,000 financial aid and 254,000 admissions/records/business office calls). The challenge was to deliver consistent, rapid, high‑quality service across multiple departments, reduce repeat calls and peak‑time delays, and gain insight into call drivers and agent performance to improve the student experience.

Alamo implemented Oracle Service Cloud with partner Harte Hanks, integrating it with the Banner student system and a shared knowledge base to empower agents and automate workflows. The solution delivered a 95% calls‑handled efficiency, cut average answer time during peak periods to under one minute, reduced Tier‑2 escalations by more than 50%, and provided analytics and visibility that improved agent accuracy, process changes, and overall student satisfaction while enabling expansion across additional departments.

Alamo Colleges

Russell Lopez

Contact Center Manager