Cloopen has partnered with Fudan University to provide the School of Management with an omnichannel intelligent customer service solution and comprehensive BPO services, assisting educators nationwide in efficiently completing training programs.

01 Deep Alignment with Educational Scenario Needs

Facing the pressure of handling tens of thousands of student inquiries annually, the Fudan School of Management deployed Cloopen's dual-engine customer service platform combining an "Intelligent Customer Service System + Professional BPO Services":

• Omnichannel Coverage: Integrated access points including phone, online chat, email, and SMS, ensuring students receive timely responses through their most convenient channel.

• AI-Powered Precision: Intelligent handling of high-frequency questions (e.g., registration process, certificate inquiries) with 95% accuracy, freeing up human agents for more complex tasks.

• End-to-End BPO Services: A professional customer service team, with flexible staffing based on demand, accurately handles complex processes like application review, certificate reissuance, and tax consultation, ensuring zero-error service.

• Intelligent Routing: Intelligent agent distribution via the cloud call center, achieving a 400 hotline response rate ≥95%, with emails/messages processed on the same day.

02 Quantifiable Improvement in Service Efficiency

Post-implementation, the project significantly optimized the service experience:

• Student satisfaction comprehensively improved, with service satisfaction consistently ≥95%.

• Inquiry response efficiency doubled, supporting over a thousand concurrent inquiries daily during peak periods.

• Team application processing time reduced to within 48 hours, with hotline service levels maintained at ≥95%.

03 Future Outlook

Driven by both "Technology + Service," Cloopen will continue to deepen its collaboration with the Fudan School of Management. We are committed to helping them build an intelligent, high-concurrency education service system, promoting the intelligent upgrade of services within the education industry, and making high-quality educational services accessible to educators across the country.