• Skip to primary navigation
  • Skip to main content
Close
OEE - Home
Contact |
  • English
    • Français
    • Deutsch
    • 简体中文
    • 繁體中文
+44 (0) 1865 593 911
SearchSearch
  • Home
  • Sectors
    • Banking & Financial Services
    • Education
    • Healthcare
    • High Tech Outsourcing
    • Insurance
    • Public Sector
    • Retail
    • Travel and Transport
    • Utilities
  • Services
    • Consulting Services
    • Innovation Services
    • Managed Services
    • Technology Solutions
    • Data and Analytics
    • Organisational Excellence
  • Thinking
    • Latest News
    • Client Stories
    • Insight
  • About
    • Our Values
    • Management Team
    • International Expertise
    • Consulting Excellence
  • Careers
  • Contact
  • Home
  • Our Thinking
  • A lesson in service improvement.

Client Stories

A lesson in service improvement.

A higher level customer journey for graduates.

Delivering a top grade experience

One of the south of England’s fastest-growing universities was looking to review, understand and improve the customer journey its students experienced from their initial enquiry right through to qualifying. And faced with ever increasing admission fees, student demands had never been higher.

On top of the review, the university was about to invest in a new IT platform. One that would manage all student data throughout the customer journey, and ensure the processes required could be mapped into a functional requirement specification.

To be a success, the new program would need to deliver a tailored Service Excellence training program for all managers across the university. It would also need to create and transfer a methodology and toolset for university process owners to use in future improvement activities. Finally, it would need to run process-mapping and improvement workshops covering all core functions. No small task.


Training and brainstorming for the future

Our team of experts designed a bespoke Service Excellence training program to run alongside the university’s Student Excellence program. A training event was also arranged that brought together the university project team and administration managers from across the campus.

We conducted interviews with all key users and carried out a comprehensive review of student enquiry data and surveys. Information gathered, we could then suggest a number of improvements to the customer journey and workshop a proposed program to gauge its effectiveness.

These workshops involved all key users from the get-go. This ensured the school administration teams, central student services, program management and the ever vocal student union could all give their invaluable input.

Our team mapped out all the current processes and analysed them for improved student experience and ease of maintenance. From their findings they could then design, map and document future-state ‘to be’ processes.


Graduating with honours

From our Service Excellence training and process-mapping workshops we were able to deliver all user groups with an improved and agreed customer journey. One that would greatly improve every student’s experience from enquiry to qualification.

Our ‘to be’ designs for the admissions, assessment and enrolment processes were all developed into specifications. And to ensure seamless implementation a Service Excellence improvement guide and toolset was given to both the university program and continuous improvement teams.

Our Thinking

Past Event
The Future of Service: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

Find Out More
Insight
The Future of Service Forum: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

Find Out More
Insight
Buy Now Pay Later – fintechs and the customer journey-led transformation opportunity

The second of our series looks at how fintechs can turn risks into opportunities when it comes to consumer-led Buy Now Pay Later regulation. 

Find Out More

Stay informed. Never miss our email updates.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Forum
Close
Would you like to get in touch with us?
Please complete our contact form.

Related Capabilities:

  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer complaint policy

+44 (0) 1865 593 911
info@gobeyondpartners.com

8100 Alec Issigonis Way
Oxford
OX4 2HU

  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer complaint policy
  • LinkedIn
  • Twitter
  • Glassdoor
  • English
  • Français (French)
  • Deutsch (German)
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))