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Introduction

Empowering Universities with Efficient Service Management

Leading universities facing challenges with student queries and administrative processes.

Background

Universities often handle a wide range of student queries related to fees, admissions, and refunds, as well as other administrative needs. These queries, if not managed properly, can result in delays, confusion, and dissatisfaction. To streamline these processes, universities require an efficient service management platform that can categorize, track, and resolve issues swiftly and effectively.

Challenges

  1. General Queries Overload: Without a proper categorization system, unfiltered queries such as bank account updates and technical issues related to the student portal overwhelmed university support teams.

    • Example: “Add my bank account for stipend collection.”
    • Example: “Student portal not working after paying fee.”

  2. Admission-Related Queries: The admissions process, particularly the handling of refund requests and enrollment issues, led to a large volume of specific requests.

    • Example: “First semester fee refund.”
    • Example: “Security deposit refund processing.”

  3. Fee and Payment Issues: Numerous queries arose around fee processing, voucher generation, and extensions for fee deadlines. Manual handling of these issues was inefficient and prone to error.

    • Example: “Outstanding dues are paid.”
    • Example: “Fee certificate for tax purposes.”

  4. Graduation-Related Requests: During the graduation period, clearance issues and refund processing created a bottleneck for support teams, with repetitive tasks draining resources.

    • Example: “Library clearance for graduation.”
    • Example: “Provide proof of refund for my security deposit.”

  5. Policy-Related Queries: Students often faced confusion around course drops, credit hours, and other academic policies, further burdening support staff.

    • Example: “Student portal not clear on policies.”
    • Example: “Policies related to course drop or semester drop.”

Solution

TIKTING – ITDEVTECH’s Enterprise Service Management Platform

By implementing TIKTING, universities can automate and streamline the management of student queries and administrative tasks through categorization, tracking, and automated response systems.

  1. Automated Categorization: TIKTING automatically categorizes queries, ensuring that unfiltered requests are directed to the appropriate department. This helps reduce the workload of the general support team.

  2. Streamlined Fee and Refund Management: The platform simplifies the processing of fee-related queries, automating the generation of fee vouchers, handling refund requests, and ensuring students receive prompt notifications.

  3. Efficient Admission Query Handling: Admissions-related queries, such as security deposit refunds and semester withdrawals, are automatically assigned to dedicated teams, reducing the response time.

  4. Graduation Clearance and Refunds: TIKTING handles repetitive requests like graduation clearance and security deposit refunds through automated workflows, allowing support staff to focus on more complex tasks.

  5. Policy Clarification: Students can easily access clear and accurate information on academic policies through the student portal, reducing confusion and support requests related to credit hours, course drops, and other academic matters.

Results

  • Improved Response Time: Queries were handled faster due to automated categorization and streamlined workflows.
  • Increased Student Satisfaction: The clarity and efficiency of the system reduced frustration, resulting in a better overall experience for students.
  • Reduced Workload for Support Teams: By automating repetitive tasks and efficiently categorizing requests, support teams could focus on more complex queries.
  • Higher Transparency: Students received real-time updates on the status of their queries, improving communication and transparency across the board.

    Conclusion

    With TIKTING, universities can provide students with a seamless experience, from admissions to graduation. The platform’s ability to handle high volumes of queries while maintaining transparency and efficiency ensures that both students and support staff benefit from an organized and responsive system.

Interested in learning how TIKTING can transform your organization’s service management? Contact Us to request a demo today!

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