Student Support & Wellbeing

Enquiry and case management

Building on a solid foundation of case management and knowledge base functionality, the Student Support & Wellbeing solution covers the full welfare agenda, allowing all forms of student support to be managed from within a central record. Process complex cases by separating them into individual issues. Assign and manage multiple departmental resources through to resolution of the case.

Dynamic self-help student portal

Create a responsive, accessible and engaging student portal. Students can browse an online knowledge base to gain answers to FAQs, track progress on a previous support request, and log a new one. Where dialogue and a more personal service is required, allow students to self-book according to service type while building a community with discussion-based functionality including forums and blogs.

Cloud-native and omni-channel

Securely cloud-native, central to the heart of the Student Support & Wellbeing solution are 'cases'. These can be created via multiple channels including live chat, video, email and student portal.

Personalised disability support

Support the needs of students with disabilities. 

Identify and record any additional needs following an assessment. Manage funding requests and approvals, and maintain a complete list of student interactions with support and welfare teams from within a central record.

Streamlined and automated processes

Out of the box automated workflows handle common scenarios, including intelligent routing of cases, resolutions, and other business processes. Students can easily escalate a chat session from a bot to a human agent, or vice versa, without switching channels or repeating details as customer context is preserved across the journey.

Secure, compliant visual engagement

Security is vital - restrict access to only nominated users of the system. During co-browse sessions, any sensitive fields or strings within a student’s mobile app or web page can be masked. Agents can also push files securely to ensure compliance with institution privacy policies.