Cloud-based solution garners insights about student experiences

To better gauge student satisfaction and increase retention rates, University of Maryland University College (UMUC) has chosen Clicktools by CallidusCloud from Callidus Software. As part of its efforts to enhance the student experience, UMUC will use the solution to receive feedback, analyze and share data and uncover hidden insights.

The feedback platform integrates with UMUC’s customer relationship management system. Clicktools, part of the Lead to Money suite from Callidus Software, will help the college capture insights from the time a student applies to when he or she graduates. The university will be able to identify and act on data in real time.

Brian Gnatt, assistant VP of customer experience at UMUC, says, “This is a significant step forward that will make it far easier and faster for us to identify valuable insights to improve the experience of our students. Clicktools will provide us with a better platform for listening and responding to our students to understand where opportunities exist to enhance interactions with our students. The integration with our CRM platform will make feedback more actionable so we can deliver even greater value to them.”

A factor in UMUC’s selection of Clicktools was its CRM integration. In the past, obtaining feedback required manual administration of surveys within separate departments. With the new integration, Callidus Software reports, the university can resolve issues better and improve the customer experience.

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