Education Sector
13,000 students, 7 channels, and a single care experience.
Universidad de la Costa connected admissions, student requests, collections, and academic support with Sagicc to assist students and applicants in Colombia and Miami.
Key Outcomes
- 13,000 active students
- 7 unified channels
- 4 weeks to implement
About Universidad de la Costa
Universidad de la Costa (CUC), located in Barranquilla, Colombia, is one of the most recognized educational institutions in the Caribbean region.
It serves thousands of undergraduate and graduate students, and its call center is key to providing academic, administrative, and service support to the entire university community.
Universidad de la Costa connected admissions, student requests, collections, and academic support with Sagicc to assist students and applicants in Colombia and Miami.
The Challenge
When each channel operates separately, teams waste time searching for context and students must repeat their story. CUC needed to reduce manual tasks, eliminate duplicate information, and deliver consistent support for both Colombia and CUC University in Miami.
The Solution
Sagicc brought together WhatsApp, Facebook, Instagram, email, web chat, SMS, and telephony into a single workspace. The university implemented IVR, chatbots, bulk messaging, WhatsApp templates, ticket management, supervision, and reporting to coordinate its entire operation:
- Admissions: tracking 2,000 new applicants per semester.
- Academic and administrative support: care for 13,000 active students.
- Student requests (PQRS): comprehensive management for undergraduate and graduate programs.
- Collections management: bulk campaigns and notifications via WhatsApp.
- Unified care: service for Colombia and CUC University in Miami.
A Connected Experience
“Implementing Sagicc allowed us to transform how we communicate with our students. Today we have an omnichannel platform that centralizes our care channels, optimizes admissions, requests, and collections processes, and strengthens communication through bulk WhatsApp campaigns for both Colombia and CUC University in Miami.”
— Katheryn Arteaga, Call Center Coordinator
Before and After
| Before | With Sagicc |
|---|---|
| Independent channels and disconnected tools | 7 channels managed from a single platform |
| High volume of manual inquiry management | IVR and chatbot implementation |
| Low visibility into case status | Real-time supervision and reporting |
“Before Sagicc, there was no way to properly observe or measure our strategies. Today we have clarity and control over every resource.”
— María Elena Fonseca, Call Center Coordinator – Universidad de la Costa
A Relationship of Continuous Improvement
More than a vendor, Sagicc has consolidated itself as a strategic ally for Universidad de la Costa, driving student service quality and strengthening call center capacity.