Metropolitan Community College Case Study

30 mins

WEEKLY CALLING TIME, DOWN FROM 12 HRS

2 people

DOING WHAT ONCE TOOK MULTIPLE TEAMS

~ 10,000

PROSPECTS REACHED EACH QUARTER

THE CHALLENGE

Scattered call lists across departments

MCC isn't one office sending one message. It's several departments across a multi-campus district, each with its own list of students to reach and its own deadlines to hit. Kept separate, those lists were hard to run in any coordinated way, and every call campaign pulled staff away from the work that actually needed a person.

For a team with limited resources, that was the real cost. The energy and time it took just to execute an outreach push was time the staff couldn't spend on the students who called back with questions. They didn't need more technology to learn. They needed one place to run outreach, so their people could get back to helping people.

“We were looking for a centralized system that could make calls with coordinated efficiency, freeing up our staff's time to concentrate on the customer service tasks after the calls went out.”

Kirk W., Enrollment Marketing Manager, Metropolitan Community College

THE SOLUTION

One system to coordinate every campus call

MCC chose Text-Em-All because it got out of the team's way. The interface was intuitive, campaigns set up quickly, and support was responsive when the team had a question. That mattered for a group that wanted a texting partner who cared about their success.

Two features immediately showed their value. De-duping across the separate department lists meant MCC wasn't paying to reach the same student twice, so the coordination that used to be manual now saved money. And built-in opt-outs kept the whole operation on the right side of the rules without the team having to police it by hand. Automated calling handled the volume, and the staff picked up the part that needed a human: the conversations after the calls went out.

Text-Em-All's interface is intuitive and its use responsive, two huge plusses when we need to use the system as a partner rather than another piece of technology we need to learn or contend with.

Kirk W., Enrollment Marketing Manager, Metropolitan Community College

THE RESULTS

Staff freed to focus on students

Efficiency is the big thing that changed for MCC. Outreach that used to take up a large share of the team's time now runs from a single system, so the staff spends its energy on students rather than on the process of reaching them. Coordination that lived across separate lists is centralized, de-duping trims the cost of every campaign, and the team gets back hours it can put toward student support.

Kirk sums it up as a win for both sides: the college works more efficiently, and students get more of the college's people when they need them.

“Rather than spending energy and the massive time it would take to execute the task, we now have the time and freedom to let our people help people, which is a win-win for us and our customers.”

– Kirk W.

Metropolitan Community College frees up its staff with Text-Em-All