Case Study: Leading Private Education Provider Company achieves 5–15% productivity gains and 11% back-office headcount reduction with Verint Systems

Leading Private Education Provider Company - Customer Case Study

A leading private education provider serving working adults worldwide needed to improve student turnaround on inquiries and applications but lacked the tools and processes in key back‑office areas—Student Financial Services and Admissions. Although Verint Workforce Management was already used in its contact centers, these two interdependent groups had no dynamic backlog management, causing bottlenecks and delays that hurt the student experience.

The company deployed Verint Desktop and Process Analytics to baseline work and validate capacity, then implemented Verint Enterprise Workforce Management (forecasting, scheduling, data capture, work tracking, My Time) integrated with Verint Performance Management. The solution gave managers visibility to right‑size schedules, balance intraday workloads, and raise performance standards, producing 5–15% productivity gains and an 11% headcount reduction through attrition while maintaining service levels and creating a repeatable approach for future back‑office rollouts.