In 2007, the University of Auckland’s Call Centre went to market for a replacement contact centre tool - initially limited to email, a knowledge base and for documenting calls, with some integration to the University’s identity access management system. The University implemented Oracle Service Cloud (formerly known as RightNow) for this requirement.
Hilton Lloyd, Team Leader of CRM Services within Shared Application Services, says, “The Service Cloud system soon proved itself to be a reliable tool so a pilot was initiated to start rolling the system out to the areas that would get most value from it. Over the next two years this included the Faculties of Business and Science, Student Financials, International and HR. Support for the solution quickly grew, along with all the reporting and navigation sets for the various users.”