Case Study: PHEAA achieves digital-first scale, 50% fewer templates and $2.5M cost savings with Smart Communications

PHEAA Powers a Digital-First Approach With Smart Communications

PHEAA, the Pennsylvania Higher Education Assistance Agency, faced an aging legacy customer communications management system that made maintaining thousands of templates slow, costly, and hard to scale. To modernize its communications and prioritize a digital-first approach, PHEAA partnered with Smart Communications and adopted Smart Communications’ cloud-based customer communications platform (including Draft Editor functionality).

Working with Smart Communications since 2016, PHEAA consolidated templates by 50%, enabled nontechnical staff to make rapid content changes, and now powers nearly 600 million communications annually. The migration to Smart Communications lowered total cost of ownership, improved real-time data visibility, enhanced the internal user experience, and delivered $2.5 million in cost savings.

PHEAA

Kate Farling

Communications Platform Product Owner