Athabasca University

Case Study

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Athabascu University

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Athabasca University (AU) is Canada's leading distance-education and online university with over 37,000 students per year, following a period of rapid growth which has seen enrollment double over a six-year period.

With IntelliRespons, the qulity of staff interactions with students has increased due to the eliminelimination of repetitive questions. AU's average call time has increased by 31%

Other benifits to the IntelliResponse deployment resulted in:

>>   $5 saved for every $1 invested in IntelliResponse – 500% ROI
>>   Over 1 million questions asked since go-live in 2003
>>   20,000 queries per month with over 95% answered with One Right Answer
>>   Emails virtually eliminated
>>   Total queries have risen 52% in last 4 years, but staffing has
        increased by only 13%

Enbridge Inc. is a leader in energy transportation and distribution in North America and internationally. Enbridge Gas Distribution is owned by Enbridge Inc., and has a 160-year history as Canada's largest natural gas distribution company. Enbridge owns and operates distribution services in Ontario, which distribute natural gas to more than 1.9 million customers. With IntelliResponse, they have achieved the following business benefits

•Currently experiencing 97% accuracy, delivering “One Right Answer” to customer on-line questions
•Consistent customer experience across service channels
•Valuable “Voice of the Customer” data
•Reduced customer service costs & enhanced customer satisfaction