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Session Code: BRE2220
Presenter(s): Rebecca Bone, Carmen van den Bogaard
Company(s): Deakin University, Deakin University
Abstract: Deakin University prides itself on high student satisfaction rates, servicing over 65,000 students. The creation of a ServiceNow-powered borderless Student Service Network included the centralisation of business processes from four siloed faculties and establishing a clearly identified entry point for some 650,000 complex and general enquiries. In this session, the team will explain how Customer Service Management enabled a transformation to people, process, platforms, and performance to maximise first-point resolution, case management of complex cases, and complement a self-service function.
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