Case Study: Great Lakes achieves faster support resolution and expanded self-service with UserReplay

Great Lakes - Customer Case Study

Great Lakes is a non-profit that helps students borrow responsibly and manage loan repayment for several million borrowers via its My Great Lakes Borrower website. The organization relied on a legacy session-replay tool that was technically complex, limited by seat licenses, and only retained sessions for 12 days, forcing borrower support staff to route requests to developers and creating a bottleneck in resolving customer issues.

Great Lakes adopted UserReplay’s on-premise Customer Experience Management solution, providing intuitive session replay, longer retention, real-time replay, and expanded licensing with custom reporting. Within six months the change cut support turnaround time, enabled broader self-service and exploratory use by development and support teams, improved post-deployment monitoring, and unlocked new analytics use cases (conversion, bounce and performance) that boost operational efficiency and site optimization.

Great Lakes

Fernando Delk

Project Leader, Information Systems Development (ISD)