Student servicesincluding advising, financial aid, housing, and career supportare essential for guiding learners throughout their academic journey. Many institutions still rely on siloed systems and manual processes, leading to delays, confusion, and a poor student experience. To modernize and scale student support, one university adopted Decisions low-code automation platform to unify workflows, enhance visibility, and deliver consistent service.
Challenge
Before Decisions, the university experienced:
- Manual intake and routing of student service requests.
- Disjointed processes across advising, housing, and financial aid.
- Limited self-service options, causing long wait times for students.
- Inconsistent communications between staff and students.
- Difficulty tracking performance due to limited reporting on response times and resolution quality.
These issues hindered timely, student-centered support and created operational inefficiencies.
Solution
Decisions transformed student services through:
- Automated intake and routing of service requests to the correct department.
- Self-service portals allowing students to submit requests and monitor progress in real time.
- Rules-driven workflows prioritizing urgent cases and ensuring consistent policy application.
- Role-based dashboards giving staff and administrators visibility into service levels and performance.