Home The University of Melbourne Adopted RPA to Improve Its Customer Experience

The University of Melbourne Adopted RPA to Improve Its Customer Experience

by sol-admin
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Founded in 1853, the University of Melbourne is Australia’s second oldest university and the oldest in Victoria. Its main campus enrolls approximately 50,000 students in law, business, arts, media, economics, and engineering. The university partners with leading institutes and research centers and has been recognized as one of the world’s top 50 universities.

Challenge
Although the University of Melbourne’s student admission is one of the most critical processes, the responsible team was overwhelmed with back-end approvals that involved a labor-intensive process of manual data entry. The downloading of individual attachments and consolidation of student results delayed acceptance notifications for prospective students and limited the capacity of staff to contribute towards value-added aspects of the admissions process. The University of Melbourne’s Service Improvement team was tasked with finding a solution that both reduced duplication and delays and enabled the student admission service department to manage a growing volume of applications while improving customer experience.

Solution
The University of Melbourne deployed Automation Anywhere’s RPA bots to automate the entry of all data and attachments for new admission applications, and the university has slowly expanded its automation capabilities for staff across other faculties. This has allowed the university to increase the efficiency of critical business processes, boost staff engagement, and improve the customer experience for its teachers and student body. Except for the student admissions and data entry, financial management was also automated.

Results

  • 97% Throughput in processing supplier details
  • 10K Hours of labor saved annually

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