University of Oxford is one of the leading universities in the world. Established more than nine centuries ago, it remains at the forefront of learning, teaching, and research. The university is focused on attracting and recruiting the best quality applicants for graduate and undergraduate study. In 2012, it received more than 17,000 applications for approximately 3,000 undergraduate places and over 19,500 applications for graduate places.
University of Oxford’s Graduate Admissions service sought to increase the efficiency of its online admissions processes by helping prospective students to find information quickly and easily. The university implemented Oracle RightNow Cloud Service and improved service levels, applicant satisfaction, and application processing efficiency. Its e-mail inquiries reduced by 22% and, as a result, staff saved the equivalent of 13 weeks in handling time.
Oracle RightNow transformed the university’s online service across departments, including Graduate Admissions, Undergraduate Admissions, Student Information, and Public Affairs. The intuitive knowledge repository ensures that prospective and enrolled students can find answers to their questions online without needing to contact the university directly.
Oracle RightNow Cloud Service helps track and manage e-mail queries. With each prospective student generating up to six e-mails during the application process, the university’s admissions services receive tens of thousands of e-mails annually. It relies on the Oracle RightNow solution to efficiently manage all e-mails and integrate interactions captured at multiple points.
“We wanted to deliver excellent service online to meet prospective and on-course student expectations in an increasingly online world. I had previous experience with Oracle RightNow, and, having looked at competitive products, we concluded that Oracle RightNow was the superior solution,” said Jeremy Welch, services manager for graduate admissions, University of Oxford.
“The results have been significant,” Welch said. “Historically, the number of queries we receive has always been proportional to the number of applications. With an increase in applications, we would expect an increase in the number of queries. Instead, with Oracle RightNow, we have seen a 22% drop, showing significant reductions in queries per application. That’s a huge efficiency gain and a win/win for students and staff alike.”