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Discover how we collaborated with a leading U.S. health and science higher education institution to establish a near-shore team that improved operational efficiency across various departments, including admissions, enrollment, transcript analysis, marketing, and project management. By recruiting top-tier multilingual talent, we offered a cost-effective, scalable solution that enhanced student retention, increased satisfaction, and optimized operations performance.

The Challenge

A U.S. health and sciences institution was challenged to optimize operational support to serve students better while maintaining cost efficiency. Key objectives included:

Improving student retention through enhanced support services. 

Increasing student satisfaction by streamlining administrative processes.  

Reducing operational costs without compromising service quality.  

Scaling online programs to meet growing demand effectively.

Our Approach

To address these needs, EDUTECHLoft implemented a strategic, results-driven solution:

Targeted Talent Acquisition

Comprehensive Onboarding & Training

Technology & Infrastructure Support

Performance Monitoring & Reporting

The Results

  • 50,000 clinic patients served.

  • Expanding community impact.
  • 57,088 outbound and inbound calls.

  • Improving student and patient engagement.
  • 16,000+ support issues resolved.

  • Ensuring seamless administrative support.
  • First-ever positive customer reviews

  • for clinic reception services.
  • Help Desk Efficiency.

  • Average first response time of 25 seconds and issue resolution time of 2 hours—a 200%+ improvement over previous service level agreements (SLAs).
  • Significant cost savings

  • without operational risks.

By building a dedicated near-shore operations team, EDUTECHLoft enabled the institution to streamline services, improve student and patient experiences, and drive long-term growth. Our shared service model ensured stability, talent retention, and cost efficiency without operational risks.

 

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