FAQtory at the Front Office Student Affairs SOZ Leiden University

Within Leiden University, Student & Educational Affairs (SEA) is responsible for a large number of services to students, from admissions and enrolment to housing and finances. The Student Affairs Front Office is the central point of contact where students can go with questions about all these matters.

Mireille has been team leader here since May 2014. At that time,
there was a strong leadership from the management
need for overview and insight into communication with
the students and improving the alignment with
the back office departments.

This was in line with the wishes of the Front Office Student Affairs to increase efficiency by bundling contacts via web form, e-mail, telephone and desk and making them quickly and easily searchable for the practitioners.

“The overview and insight has improved considerably, also on outstanding emails at other departments.”

The working method in Outlook at the time was inadequate for this. Partly due to the good experiences of TU Delft, the choice fell on FAQtory.
FAQtory keeps track of the status and handler of each question, providing an instant overview of the team’s handling and load.
In addition, there is a knowledge base of standard texts and FAQs for quick and uniform handling of standard questions. All the questions dealt with form a total file in which efficient searches can be made. The history of all interaction with a student is immediately available.
Mireille: “The overview and insight has improved greatly, also on outstanding emails at other departments. It is very nice that a specific design for your own department can be made as standard within the FaQtory concept at no additional cost.”

“The overview and insight has improved considerably, also on outstanding emails at other departments.”

“It’s very nice that you can quickly see which questions should be given priority in the answers.”

Mireille: “The overview and insight has improved greatly, also on outstanding emails at other departments. It is very nice that a specific design for your own department can be made as standard within the FaQtory concept at no additional cost.”
“We are particularly happy with the collaboration. FAQtory provides good support and actively thinks along with us.” The switch from Outlook went faster than expected. The implementation was completed within 2 months. “It took some getting used to for the employees, but we started at the end of March and look forward to the summer peak with confidence.”
“The statistics and reports we have now will help us enormously to further improve our processes and the service to the student.”

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