November 20 , 2014

Nelnet drives efficiency and enhances customer service

Waterloo, ON-- OpenText™, a provider of Enterprise Information Management (EIM), has announced that Nelnet, a provider of educational loan servicing, payment processing, education planning, and asset management, has implemented OpenText Process Suite. Serving as the process management platform for Nelnet, OpenText Process Suite enables the capture, processing and management of student loan borrower correspondence for Nelnet.

Nelnet selected OpenText Process Suite to drive a more automated process, allowing for more control and consistency when dealing with customers, better end-to-end visibility of the process, digital data capture and the ability to continually improve processes, something that was becoming increasingly difficult with the old paper-based processes.

Mike Randash , executive director at Nelnet Diversified Solutions, commented, "OpenText Process Suite has helped Nelnet to focus on what's important, removing the barriers and challenges associated with servicing student loans today. The OpenText solution helps us to focus on the customer, prioritizing work quickly and accurately, resulting in a better overall customer service experience and higher customer satisfaction levels."

Nelnet's deployment of Process Suite has benefited the organization in a number of distinct ways. Student Loan information received through the mailroom is now 100 per cent digital – allowing for improved information quality and traceability. Digitizing the information also allows Nelnet to assign more appropriate and effective task categories, leading to quicker and more accurate decision making, better workflow and automatic assignment of tasks. Additionally a sophisticated case management approach allows work to be routed to the properly qualified team members.

Finally, Nelnet now has access to much improved reporting and analytics data, enabling better management and monitoring of ongoing tasks, up-to-the minute information on completed vs. outstanding tasks and improved visibility to customers on application progress.

Mike Randash   continued, "Life without OpenText Process Suite would be unmanageable. Without it, our Enrollment Processing team would need to be double the size it is today, such are the efficiencies and productivity gains we have realized."