Quick and Consistent Answers–across Multiple Channels and from Every Agent
SLC’s advisors found it increasingly challenging to provide consistent answers to customers. Responding to customer queries was a tedious and time-consuming process as the vast amount of knowledge was unstructured and was being updated frequently.
Moxie Knowledge helped SLC structure their vast knowledge sources into a centralized knowledge repository, and streamline the process of finding the right answers quickly and easily.
SLC provides loans and grants to students in the UK. It also partners with Local Authorities in Wales, the Student Awards Agency for Scotland, the Education and Library boards in Northern Ireland, Higher Education Institutions and HM Revenue & Customs, to provide student support in the UK.
[Moxie Knowledge] has been very well received by all our advisors and stakeholders. For the first time ever, customer satisfaction scores have been higher than 80%. Advisors are keen to use it as it is a very simple and intuitive tool for the end-user.”- Anne-Marie Walker, Mgr. Quality and Knowledge, Customer Support Office
The Student Loans Company (SLC) is a non-profit government-owned organization set up in 1989 to provide loans and grants to students in universities and colleges in the UK. SLC works with Local Authorities in Wales, the Student Awards Agency for Scotland, the Education and Library boards in Northern Ireland, Higher Education Institutions and HM Revenue & Customs, to provide student support in the UK.
SLC’s core function is to provide financial support to students across the UK, including England, Northern Ireland, Wales, Scotland and European Union countries. A team of advisors at SLC works with students and resolves their complex queries on student financial support. However, it was becoming increasingly challenging for them to provide consistent answers to customer queries. “When our advisors did not know the right answers, they would search within documents, connect with people via email, or seek assistance from colleagues, often while the customer was waiting. This was a very tedious and time-consuming process and also led to inconsistent responses,” notes Anne-Marie Walker, Manager Quality and Knowledge, Customer Services.
Due to the complexity of the Student Finance product, the contact advisors needed to retain vast amounts of knowledge. This knowledge was unstructured and was being updated frequently, meaning advisors risked accessing and providing, inaccurate information. SLC needed a solution that would streamline their customer support process and help provide consistent responses to customer queries across all channels.
SLC explored various options before partnering with Moxie. Initially, they scoped a proof of concept and worked towards building the tool internally. However, as the business requirements progressed, SLC decided to look for applications available in the market. The company piloted two knowledge base solutions over a two month period. “The tools we piloted were not interactive and did not have a strong search capability,” notes Walker. She adds, “[Moxie Knowledge] was recommended by one of our outsourcers. We evaluated and decided to procure [Moxie Knowledge] as it was a good fit, offered robust search functionality, and was user friendly.”
SLC procured Moxie Knowledge and within two months structured the disparate knowledge into a centralized knowledge repository, immediately available for the advisor’s use. Today, a core team of 350 advisors use the knowledge base to service customer enquiries, and during peak season there are up to 1000 advisors accessing the knowledge base. Walker mentions, “We have a dedicated team of knowledge authors, responsible for the creation and management of the repository. This ensures that all our agents across different locations have access to the most up-to-date information.”
SLC primarily procured Moxie Knowledge to service one of their biggest products, Student Finance England. Taking a phased approach, they rolled-out the solution to Student Finance Wales and Northern Ireland and added more products from their offerings.
[Moxie Knowledge] has been very well received by all our advisors and stakeholders. Our monthly customer satisfaction surveys show positive results. For the first time ever, customer satisfaction scores have been higher than 80%. Advisors are keen to use it as it is a very simple and intuitive tool for the end-user. 24% of our customer queries are resolved with the help of this powerful solution.” – Anne-Marie Walker, Manager Quality and Knowledge, Customer Support Office
Walker notes that SLC is now able to provide consistent answers to all their customer queries, regardless of which advisor the calls are routed to or which channel a customer chooses to contact them from. She also adds that Moxie Knowledge has reduced the time to onboard new advisors and requires minimal training. It took the advisors twenty minutes to start using the knowledge base: ten minutes to brief them about the features and ten minutes for them to experiment with the tool.
After the successful deployment of Moxie Knowledge at Student Finance England, Wales and Northern Ireland, SLC is now planning to implement the solution for their back-office, processing department. They also have plans to expand their knowledge base and make it customer-facing, by adding a new web self-service channel to their web site.
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