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Case Study: Los Angeles Pacific University (LAPU) & Q-assign

Los Angeles Pacific University Student Assignment with Ortoo

Los Angeles Pacific University (LAPU) transformed its student assignment processes with Q-assign, overcoming the limitations of Salesforce’s native tool. Facing challenges with manual case assignments, complex student lifecycles, and rigid third-party solutions, LAPU implemented Q-assign to automate 85-90% of assignments.

use cases for q-assign and email to everything
“Q-assign revolutionized our student assignment process. What once took days now happens instantly. Our staff can focus on strategic tasks rather than repetitive admin work, and our students benefit from faster, more accurate support.”
Daniel Terrones
Director of Information Technology,
Los Angeles Pacific University
Case Study - Los Angeles Pacific University and Q-assign

Case Study

Account name:
Los Angeles Pacific University
Industry / Sector:
Higher Education
No. of employees:
201-500
Department:
Support / Operations
Product:
Salesforce Assignment Automation

Challenge

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.

Solution

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.

Results

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.
85-90%
Automated assignments
200
Weekly hours saved

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Looking Ahead

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.

To arrange a discovery call or to book a demo, email: sales@ortooapps.com

“Q-assign revolutionized our student assignment process. What once took days now happens instantly. Our staff can focus on strategic tasks rather than repetitive admin work, and our students benefit from faster, more accurate support.”
Daniel Terrones
Director of Information Technology,
Los Angeles Pacific University

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