Case Study: Texas A&M boosts student engagement and speeds resolutions with Quiq messaging

Texas A&M Graduates from Emails and Auto-Dialers to the Messaging Channel

Texas A&M, a large public university with over 68,000 students, found that traditional email, phone calls and auto-dialers weren’t getting students’ attention. To reach students where they are, Texas A&M launched a pilot with Quiq to add a text messaging channel (integrated with their Oracle Service Cloud CRM) so students could receive and respond to time‑sensitive communications without waiting on hold.

Quiq implemented inbound and outbound texting for the university’s student-facing call center, allowing eight student workers to handle conversations that are typically resolved in about five messages. The integration went smoothly and drove measurable gains: a 14% increase in click-through/compliance for ID photo submissions, higher response rates for collections and tuition decisions, and savings when students sign up for direct deposit (about $3 saved per paper check). Students report greater satisfaction and Texas A&M is expanding Quiq-powered messaging across more touchpoints.

Texas A&M

Rachelle McDonald

Director of Customer Service