Case Study: University of Oxford achieves 94% self-service for website queries with Oracle Service Cloud

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

The University of Oxford, a world‑leading institution serving tens of thousands of applicants and students, needed to make it quicker and easier for prospective and on‑course students and visitors to find information online. Faced with high volumes of enquiries — including tens of thousands of emails each year from 39,000 applicants and 22,000 students — the university wanted to reduce calls and emails, integrate interactions across services, improve staff utilization, and deliver timely, tailored communications.

By deploying Oracle Service Cloud and a predictive, centralized knowledgebase across admissions and student services, Oxford transformed its website into an interactive self‑service channel that resolved 94% of enquiries online (only 6% became submitted queries). The solution cut email and call volumes, lowered staff handling time, improved consistency and satisfaction, and freed staff to concentrate on complex enquiries.

University of Oxford

Tara Jewell

Head of Academic Administration Division Communications