ANZ Presentations

Over the past 18 months, Student Central at UON have rolled out the use of Oracle Service Cloud team-by-team as a tool to support a complete Tiered Service Model for Enquiry management. Through agile project management and working closely with business units to determine their varying requirements, we’ve been able to implement this significant change initiative to create a successful enquiry triaging process that has led to faster response times for students and has enhanced the way units work with each other.
We will present a case study on how this implementation has changed the workload on the Program Advice team, the tools and techniques we used to successfully roll-out to this area, and what we’ve learnt along the way.