Case Study: a leading private education provider boosts productivity and cuts backlogs with Verint Workforce Management

a leading private education provider boosts productivity 15% with Verint Systems

A leading private education provider faced challenges managing work volumes and backlogs in its Student Financial Services and Admissions offices. Without effective tools for tracking and scheduling, delays in one department negatively impacted the other, hindering timely responses to student applications and inquiries. To address this, the organization turned to Verint, implementing its Workforce Management and Desktop and Process Analytics solutions.

The Verint solution provided visibility into employee activity and established accurate processing standards. By using Verint to optimize schedules and balance workloads, the company increased productivity by 5% to 15% in those departments. Furthermore, Verint enabled the organization to right-size its operations through attrition, reducing headcount by 11% while maintaining service levels and creating a repeatable model for future back-office improvements.

Leading Private Education Provider