Case Study: The University of Western Australia achieves personalized student service with Oracle Cloud

UWA delivers personalized service to its students with Oracle Cloud

The University of Western Australia (UWA) needed a modern, flexible customer service solution to manage large volumes of student records, support remote administrative work, and deliver faster, more personalized service across admissions, student services, and academic schools. To improve the student experience, UWA turned to Oracle Service Cloud, including Oracle Intelligent Advisor and the Browser User Interface (BUI) agent desktop.

Oracle implemented Oracle Service to give students self-service workspaces, knowledgebase access, and live chat, while helping staff automate and streamline request handling. The results were significant: Oracle Intelligent Advisor saved 209 staff hours in the first 20 days while processing nearly 3,000 requests, and Oracle Service helped UWA increase fulfilment ratios by 62% in 2020 and 67% in 2021. Oracle Eloqua Marketing Automation also helped capture 2,250 prospective student leads in 2022.

The University of Western Australia

Julie Millias

Solutions Manager