International Scholarship and Tuition Services, Inc. (ISTS) specializes in providing scholarship, grant and tuition program management services. More than 97% of the programs managed are completely paperless and leverage online forms and web-based solutions. As a result, applicants are increasingly turning to email and the web for support.
"The ISTS green-certified program is an important part of our corporate mission," said Jose Resendiz, the ISTS VP of Customer Care responsible for the implementation of iService. "Eliminating paper is very convenient for our customers. This initiative has driven an increase in our email-based inquiries and we recognized early on that we needed to get the proper infrastructure in place to handle these inquiries. With iService, we've been able to automate the assignment and management of email inquiries and now have detailed metrics that help us maintain a high level of service."
"One of the challenges companies have with online customer service is that the technologies used to build their call center often don't translate well to email," said Scott Whitsitt, Founder and CEO of One-to-One Service.com. "Customers are increasingly turning to email as a preferred form of communication and customer focused organizations like ISTS recognize that. iService was designed from the ground up to manage high volume email response requirements with skills-based routing, service level management, productivity tools, and other enterprise features."
The iService customer interaction solution includes:
iService Contact Management to manage customer details
iService Email Response Management to ensure prompt and accurate responses to customer inquiries
iService Knowledge Management for web self-service
iService Business Intelligence and Reports for metrics and insight into sales, service, and marketing operations
iCentives Marketing for powerful permission based email marketing
iService Forms Integration for integration with corporate web sites
iService Live Chat for real-time support of online customers
"We support more than 600 programs and needed a way to properly separate and manage many message queues," said Jose Resendiz. "The extensive capabilities of iService made this a relatively simple process for us."
About International Scholarship and Tuition Services, Inc. (ISTS)
Founded in 1985, International Scholarship and Tuition Services, Inc. provides comprehensive scholarship, grant and tuition program management. ISTS is a 100% women-owned company, focused on offering cutting-edge technology and sustainable solutions to corporations, foundations, associations, unions and other scholarship-granting organizations worldwide.
About One-to-One Service.com
One-to-One Service.com is a leading provider of online customer service and marketing software (iService®) that is easy to implement and even easier to use. iService routes and manages customer inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing capabilities (iCentives®). iService is available as an on-demand or on-premise solution delivered using a Software as a Service (SaaS) model and can be easily integrated with your existing web site.
Formed in 1997, One-to-One Service.com is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at http://www.1to1service.com and http://iService.info.
iService, iCentives, the One-to-One Service.com logo, and the name One-to-One Service.com are registered trademarks of One-to-One Service.com, Inc.