How ORENCloud Revolutionized University Malaysia Sabah’s Customer Engagement (CX) with OMNI for the use of over 3000 students, academics and staff.

In today’s fast-paced digital world, the ability to centralize customer engagement channels into a single platform is a game-changer for institutions striving to enhance their communication strategies. This transformation is exactly what University Malaysia Sabah (UMS) achieved with the help of ORENCloud’s OMNI, marking a significant leap towards streamlined and efficient communication.

The Challenge

UMS, a prestigious institution, faced a common yet complex problem – managing multiple customer engagement channels in silos. With communications spread across two WhatsApp numbers, a Facebook page (Jabatan Teknologi Maklumat & Komunikasi – JTMK, UMS), an Instagram profile (Jabatan Teknologi Maklumat dan Komunikasi UMS JTMK), and its official website, the university found it increasingly challenging to provide a unified and cohesive customer service experience. The need for a solution that could integrate these diverse platforms into a single, manageable interface was evident.

The Solution: ORENCloud OMNI

Enter ORENCloud OMNI, a powerful platform designed to consolidate various inboxes into one centralized, easy-to-use system. Leveraging the potential of Meta’s free WhatsApp Cloud API, ORENCloud was able to integrate two WhatsApp numbers, alongside the university’s Facebook page and Instagram profile, under one umbrella. This integration also extended to the university’s official website, providing a holistic view of all customer interactions in one place.

Unified Communications

The key to ORENCloud OMNI’s success lies in its ability to unify disparate communication channels. By bringing together messages from WhatsApp, Facebook, Instagram, and the university’s website, OMNI facilitated a seamless conversation flow, enabling the university’s staff to manage and respond to inquiries efficiently and effectively. This unified approach not only streamlined the communication process but also ensured that no message was left unanswered, enhancing the overall customer service experience.

Scalable and Secure

ORENCloud OMNI is built to scale, catering to the evolving needs of an institution as dynamic as UMS. The platform’s scalability ensures that it can handle an increasing volume of messages and interactions without compromising performance. Moreover, OMNI prioritizes security, implementing robust measures to protect sensitive information and maintain the privacy of both the institution and its students.

Affordable Solution

In addition to its technical prowess, ORENCloud OMNI is an affordable solution, making it accessible to educational institutions operating on tight budgets. This affordability, coupled with the platform’s extensive features, presents a value proposition hard to overlook.

The Outcome

The implementation of ORENCloud OMNI at UMS has been a resounding success. The platform has not only simplified the university’s customer engagement efforts but has also paved the way for more meaningful and productive interactions. By centralizing customer communications, UMS has been able to provide timely, consistent, and efficient responses, significantly enhancing student satisfaction and engagement.

Looking Forward

The collaboration between University Malaysia Sabah and ORENCloud, through the adoption of OMNI, stands as a testament to the transformative power of technology in education. As institutions continue to navigate the complexities of digital communication, solutions like ORENCloud OMNI will be instrumental in shaping the future of customer engagement, fostering environments where information flows freely and efficiently.

In an era where digital presence is intertwined with institutional success, the ability to centralize and streamline communication channels is invaluable. UMS’s journey with ORENCloud OMNI illuminates a path forward for educational institutions worldwide, highlighting the importance of embracing technology to meet the ever-evolving demands of customer engagement.

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