Ellucian Makes New Investments In Customer and Partner Success Programs

New CSM program, eCommunities, eSearch, and expanded partner program bring increased capabilities and support to Ellucian clients

Published Tuesday, April 19, 2016 - DENVER, CO

Ellucian, the leading global provider for higher education software and services, today announced new investments in its client support program, which includes a customer service management (CSM) program, an online discussion forum called eCommunities and eSearch, a self-service search function. The addition of these customer investments strengthens the robust Ellucian Customer Success Program and empowers customers with a holistic suite of services that enable their success.

“At Ellucian we believe our customers deserve white-glove treatment plus the latest technology and capabilities to ensure they are as successful as possible,” said Garland Hall, senior vice president of customer success at Ellucian. “Our Client Success team is extremely passionate and committed to solving our customers’ issues as quickly as possible while also nurturing them along their journey. The new capabilities illustrate that support continues after purchase and that we’re just as committed to their success as they are.”

The Ellucian Customer Success program is designed to maximize customers’ return on their investment via the technical and product support needed to stay current on product releases and functionality. The program provides access to trainings, educational services, maintenance, and more.

“I consider Ellucian to be our technology consultant,” said Nathan Summer, director of undergraduate recruiting at Lenoir-Rhyne University. “They understand higher education, they understand our institution, and they understand business. It is helpful to have a business-minded voice in the room that recognizes the challenges faced by higher education institutions. Ellucian brings to the table ideas and suggestions for process improvement that includes technology and beyond. They also keep us abreast of which technologies are emerging and may warrant our attention.”

CSM Program

The new Ellucian CSM program provides customers with visibility into their Ellucian solutions so that they have the opportunity to maximize the value of their solutions. All active customers are given their personal value card, which provides them with visibility into their Ellucian investments, so the value of licensed solutions can be maximized. The program will be updated quarterly with new features including solution performance, cloud solution performance, Action Line statistics by solution, usage statistics for eCommunities, and product adoption notices and release updates.

eCommunities

Accessed via the Ellucian Hub and based on Jive Software’s enterprise communication and collaboration solutions, eCommunities offers institutions an online portal to interact with each other, post questions to other customers or to Ellucian product experts, and share best practices. Since launching in late 2015, eCommunities already has over 26,000 registered users, averages more than 5,000 daily views and features more than 60,000 posts, documents and comments from Ellucian customers.

eSearch

eSearch, launched earlier this year, is a self-service features that allows Ellucian clients to search for answers to questions, product information and updates within eCommunities, the Ellucian Support Center, and the Ellucian.com website dramatically streamlining support by providing quicker access to critical information and single sign-on capabilities.

Ellucian Partner Success Program

In addition to new investments in the Client Success Program, Ellucian has rebranded its partner program as the Partner Success Program, which is now inclusive of all of Ellucian’s partners including its technology and product partners, resellers, authorized services partners and authorized training partners, and supports our core mission to help customers achieve student success worldwide. This program is a formal network of over 110 authorized companies around the world committed to providing high-quality solutions tailored to the global higher education market.

This program now includes two new higher education authorized services partners, Strata Information Group (SIG) and IData. These new authorized services partners help to broaden the Ellucian partner ecosystem to include more resources and cloud delivery channels for customers.

To learn more about the Ellucian Partner Success Program, visit: www.ellucian.com/partners

For more information about the Ellucian Client Success Program, visit the Customer Success booth (#625) in the Ellucian Live 2016 Exhibit Hall.

 

About Ellucian

Ellucian is the technology leader of software and services powering higher education forward. More than 2,500 institutions in almost 50 countries rely on Ellucian to help enable the mission of higher education for over 18 million students. Ellucian provides a broad and versatile portfolio of solutions, including student information systems (SIS), finance and HR, recruiting, retention, analytics and advancement software solutions.

With more than 1,400 institutions subscribing to unique deployments of Ellucian’s cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions to colleges and universities. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. Visit Ellucian at www.ellucian.com.

Media Contact

Ali Robinson
Director, Media Relations
Ellucian

Contact

 

© 2017 Ellucian. Product names are registered trademarks or trademarks of Ellucian or its affiliates, or are owned by other parties and are used by Ellucian with permission.