The Central Student Administration Department (CSa) has
a lot of contact with students about enrolment and deregistration,
verification of personal data or diplomas,
objections and payment of tuition fees.
The information ran through various channels. “Desk, mail
and telephone did not talk to each other.” Different lists and systems were used
. We often received
the same question several times.
In 2013, we looked at what we
could improve within the CSa. So one of the criteria was that we
wanted to bundle customer contact. In addition, we
wanted to see the history and
be able to look back, because
that gives a big
efficiency boost.
Our third requirement was to
better
streamline customer contacts
, with more
self-service by the student. Simple questions
are captured on the internet with a good
source of information, where the remaining questions are channeled via a
web form.
FAQtory has a central inbox
in which the status
and practitioner are visible to everyone.
What is still open is immediately
clear.
We approached some suppliers and
had demonstrations. When we noticed what FAQtory could
offer and at what price, the choice was quickly made.
“We also said: then after a year we will see how
we like it and whether it still meets our needs
?”
It’s now 2015 and we’re very pleased with FAQtory.
Of course, there are still areas for improvement. For example,
we want less scrolling and that pasting screenshots
in the emails will be easier.
Transferring or taking over work from colleagues is now very easy.
“Because the information is bundled – can be used more efficiently
– we are up to date with customer
contacts and there is peace in the department.”
The web form is also
more efficient because the message is then
immediately linked to the
study number.
The students themselves also
benefit from FAQtory. We offer a
complete and up-to-date
source of information, with extensive search options. The students now find an
answer to most questions 24/7.
