The Universidad Tecnologica de México, UNITEC, is one of the largest university education institutions in Mexico. More than 90,000 students enter its 11 campuses distributed throughout the country every day. It has over 100 academic programs oriented to the needs of the working world, which are offered through face-to-face, executive and online modalities.
The Economic Support Program finances half of the students at UNITEC, providing them with First-Income academic scholarships to carry out their high school, undergraduate or graduate studies. In addition, UNITEC recognizes the efforts of students with access to educational funds and part-time employment.
Making a complex decision easier
UNITEC is strongly oriented toward facilitating social mobility in Mexico. “We serve a very large group of young people who are facing the challenge of growing professionally,” said Leandro Cruz Hernández, Digital Director and Customer Experience at UNITEC. “Furthermore, what and where to study are two complex decisions, which are often made along with the father and mother over a period of several months.”
“These are highly digitalized young people who, during their last year of high school, look for options through all the tools available on the Internet. Our challenge is to stand by them. Our educational advisors invite them to visit the facilities,” added Cruz Hernández. “And whether on campus or when they return home, we accompany them with digital campaigns and content that help them make the decision.”
UNITEC has always been aware that young people are immersed in a digital world, but it relied on different technologies, applications and processes to respond to them. It needed a new solution to speed up and improve the university experience for students and teachers.
UNITEC identified that its legacy on-premises system had at least three flaws.
Disintegration. There were standardized processes, but the different technologies didn’t offer the visibility needed to understand what was happening at multiple points of contact.
Lack of effectiveness. When changing the channel, the user had to transmit a query the same way as the first time. This deteriorated the quality of the experience and increased response times.
Isolated information in silos. The data that allowed UNITEC to build a picture of the user’s needs didn’t travel with that user from one point of contact to the next.
To overcome this, UNITEC sought a cloud-based customer experience solution. After evaluating different providers, the Genesys Cloud CX solution was chosen for its integration capabilities and proven stability. The implementation was successfully done by Genesys Professional Services and partner Kranon.