Overview Universidad Simon Bolivar integrated every communication channel inside Sagicc to deliver faster, warmer, and traceable service for students. With advanced reporting and continuous support, the university accelerated response times, improved academic management, and powered its institutional digital transformation.
Key Outcomes
- 60% faster responses to student requests
- 100% traceability across undergraduate and graduate inquiries
- 40% greater efficiency in admissions and student services management
About Universidad Simon Bolivar
Universidad Simon Bolivar is one of the Caribbean region’s leading higher-education institutions in Colombia. It supports thousands of undergraduate and graduate students who expect agile, close, high-quality service across academic and administrative processes.
Starting Point
Before Sagicc, the university faced a major challenge: sustaining warm, efficient communications with students while operating at increasing scale. The pandemic accelerated the need for digital alternatives to in-person service and demanded continuity in support.
“Our primary challenge was keeping communication close, warm, and efficient. That need became much more pressing when the pandemic forced us to replace face-to-face interactions.”
— Jacob Gutierrez, Head of User Support and Marketing, Universidad Simon Bolivar
Choosing a Partner, Not Just a Tool
The university knew it needed more than another digital channel; it needed a single platform to unify its entire contact strategy. With Sagicc, it found an omnichannel solution that connected WhatsApp, email, web chat, and calls while opening the door to institutional digital transformation.
“Sagicc allowed us to bring every communication channel together and manage them the way we envisioned during a very challenging time.”
Transforming Operations and Results
After implementing Sagicc, Universidad Simon Bolivar accomplished:
- Centralized management of all contact channels
- Faster responses for student requests
- A structured training and digital transformation plan for staff
- Smarter data management to tailor service and stay aligned with institutional values
“The platform not only enables omnichannel service; it also helps us manage data effectively, giving us the insight needed to deliver a closer, warmer experience.”
Capabilities That Powered the Change
- Omnichannel integration (WhatsApp, email, calls, web chat) in one place
- Advanced reporting to measure response times and service levels
- Digital transformation support with training for internal teams
- Strategic data management to uncover improvement opportunities
A Relationship of Closeness and Transformation
More than a provider, Sagicc became a partner in the university’s digital transformation, supporting IT and service teams as they deliver warm, timely assistance to students in every program.
“Sagicc has become essential for staying close to our students, responding to their needs, and strengthening our institutional brand.”
Conclusion: A Partner for Innovation in Education
The alliance between Universidad Simon Bolivar and Sagicc shows how technology can humanize educational service, ensuring operational efficiency and a warm experience that connects with students in every interaction.
Resources
- Website: unisimon.edu.co