Case Study: San Diego State University achieves 24/7 automated call handling and $50K annual savings with Spok Speech

San Diego State University - Customer Case Study

San Diego State University, the largest higher-education institution in the San Diego region with 34,000 students and 4,000 staff, needed a way to improve campus call handling, provide 24/7 directory assistance, free operators to handle non-routine calls, increase customer satisfaction, reduce non-emergency after-hours calls to Public Safety, and eliminate the costly printed directory.

After an RFP process SDSU deployed Spok® Speech, installing a campus-wide directory (10,000 names plus a 6,000-name housing module). The system handles 3,000–6,000 calls per week with a transaction completion rate above 95%, allowing SDSU to cut one operator ($30,000/year saved), eliminate the yearly printed directory ($20,000/year saved), improve overall caller service, reduce after-hours Public Safety calls, and provide directory access via cell phones.

San Diego State University