Case Study: Colloquy

Colloquy Integrates Sugar Professional to Virtualize its Global Call Center

Business Issue:

Colloquy, a division of Kaplan University, provides online education systems for academic institutions worldwide. In late 2008, Colloquy determined it needed to quickly implement a CRM solution to support its program’s launch through contact center performance.

Requirements:

  • A flexible, cost-effective CRM solution to manage over 50,000 students
  • Customizable to fit different universities’ processes
  • Able to support contact center adoption and processes
  • Capability to support multiple languages for worldwide deployment
  • Short implementation period to coordinate with university session deadlines

Solution:

Colloquy selected Sugar Professional for its ease of implementation, unmatched performance and cost-effectiveness. Today, Colloquy uses Sugar Professional integrated with Microsoft Outlook, JasperSoft, InContact, Alfresco, and Moodle, to track its student service center operations and case management.

Benefits:

  • Achieved targeted number of registrations, lead conversions and acquisitions of over 50,000 students with Sugar Professional
  • Full-user adoption of Colloquy’s entire student service staff that allows for a 100 percent monitored contact center operation.
  • Improved contact-center efficiency with Sugar’s time saving click-to-dial features and an integrated Wiki.
  • Increased overall quality of service by encouraging 100 percent call-quality scores.
  • Integrated with InContact to personalize and direct conversations with students.
  • Gained visibility into operations with Sugar’s reporting functionalities.

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