Los Angeles Pacific University student assignment with Ortoo

Los Angeles Pacific University (LAPU) faced significant limitations with Salesforce's native assignment tool, which struggled to accommodate their complex multi-tenant environment. Their primary challenges included:

• Managing multiple assignment groups and ensuring flexibility across business units.
• Complex student lifecycle processes requiring multiple team assignments.
• High administrative burden due to manual case assignment, previously requiring five employees to process cases twice daily.
• Lack of flexibility in existing third-party solutions, which were costly and difficult to modify.
• Dormant accounts affecting assignment accuracy.

LAPU implemented Q-assign to streamline and automate their student assignment processes. Key aspects of the solution included:

• Automated load balancing: Ensured fair distribution of assignments across teams.
• Skills-based assignment: Directed students to the most appropriate department based on their needs.
• Salesforce integration: Utilized existing Salesforce fields for seamless automation.
• Point-and-click configuration: Allowed business users to update assignment rules without IT intervention.
• Scalability across departments: Expanded usage beyond enrollment to include financial aid, student success, and technical support.

By automating 85-90% of their assignment processes, LAPU achieved remarkable efficiency gains:

• Time savings: Reduced assignment processing time from 24-48 hours to seconds.
• Administrative efficiency: Freed up staff from repetitive manual tasks, allowing them to focus on higher-value activities, saving approx 200 hours a week of staff time.
• Improved student experience: Enabled a seamless journey from enrollment to financial clearance and academic support.
• Self-sufficiency: Minimized reliance on external development teams by empowering internal staff with configurable automation.
• Strategic growth: Expanded the tool's impact, with future plans to introduce AI-driven features like automatic spam detection and smart student routing.

LAPU is exploring new AI-driven features within Q-assign and plans to expand its use across additional departments. The university continues to collaborate with Ortoo to refine and enhance their automation capabilities, ensuring a more seamless and efficient student support experience.