Flywire’s Student Financial Software solution is helping University of Virginia (UVA) improve the student and staff experience as well as drive on-time payments. With an intuitive interface that promotes self-service, the solution frees up time for the UVA team to focus on more complex cases that warrant attention. Flywire helps reduce unnecessary contact volume to spark more meaningful proactive conversations – evidenced by in-bound calls and wait queues going down, but the time spent on the phone increasing to better serve students.
Video Transcript
Isaiah Behnke, Director, Student Finance, University of Virginia
Flywire helps us do our job better through its simplicity, and it continues to evolve and meet folks where they are, but with an eye on the future as well. As enhancements roll out, it has reduced unnecessary contact, right? Just like a, "How do I do this," to more meaningful conversations. We can track that in our communications and contact information where the volume has decreased, but the duration of some engagement, phone calls, are a little longer. In our case, it's actually a good thing, right? 'Cause there are meaningful conversations.
Wait lines, wait cues are going down, and a lot of that is also addressed that just with the contact or customer service contact folks right up front having the same view, the same visibility. The technology is so simple and easy to read that they're able to answer the questions, fewer cases get escalated unless they truly... the complexity is more than just understanding the content on the page, right? And so those complex issues can be routed forward and other items can just be addressed simply.
Flywire helps us do our job better through its simplicity. And it continues to evolve and meet folks where they are with an eye on the future. The technology is so simple and easy to read that we’re able to answer questions…and those complex issues can be routed forwarded and other items can just be addressed, simply.
