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13% increase in pass rates
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7% improvement in student progression
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4.7% increase in first census retention, driven by early, proactive outreach
The Challenge
Universities face growing pressure to deliver seamless, scalable, and responsive student support, as key touchpoints like administrative services and IT support shape the student experience.
Delays, inefficiencies, and poor service in these areas contribute to a poor student journey and impact retention, institutional reputation, and even rankings and accreditation.
Outsourced services struggle to grasp the exacting protocols and nuanced institutional requirements of higher education. The result is operational strain and an inconsistent student experience at a time when expectations are higher than ever before, and rising.
The Solution: ContactEd
ContactEd, powered by OES, is a specialised support solution built exclusively for higher education. Drawing on more than a decade of experience working with over 20 universities across the UK, Australia, and the US, ContactEd was designed to meet the distinct service demands in three critical areas: administration, IT, and student success.
What sets ContactEd apart is its deep understanding of the higher education environment. Staff are trained not only in technical procedures but in the context, culture, and communication expectations of academic institutions. Every support exchange is an opportunity to enhance the student’s relationship with the institution and deliver an exceptional student journey, from enrollment to graduation.
Moreover, ContactEd’s data-driven insights help clients to identify and implement operational efficiencies. Clients can access real-time reporting, have full visibility of student interactions, and maintain total control over service parameters.
The Results
ContactEd Admin
In administration, a deep understanding of academic calendars and student behaviours allows ContactEd to scale staffing and support around predictable peak periods, ensuring timely, accurate responses when students need it most.
- Over 15,000 enquiries handled during peak periods with consistently rapid response times
- 92% satisfaction rate across admin and IT support
- 95% first-contact resolution, reducing delays and administrative friction
ContactEd Student Success
Years of experience working with diverse student populations means ContactEd coaches can identify early signs of disengagement and deliver targeted, empathetic support. These human-led interventions are informed by real-time engagement data and grounded in a deep understanding of the academic and personal challenges students face.
- 13% increase in pass rates
- 7% improvement in student progression
- 4.7% increase in first census retention, driven by early, proactive outreach
ContactEd IT Help
With more than 13 years supporting university IT systems, ContactEd brings an intimate knowledge of platforms like Canvas, Moodle, Blackboard, and Brightspace. This allows support agents to troubleshoot efficiently, minimise downtime, and empower students and staff to stay engaged and productive.
- High-quality, round-the-clock support across major LMS platforms
- 95% first-contact resolution, improving tech support outcomes without overburdening internal IT teams
- Enhanced support documentation based on recurring issues and platform usage insights
The Future of Student Support
As the student journey becomes increasingly complex and digitally mediated, universities need support systems that are both expert-led and deeply human. ContactEd offers a tested model for how institutions can scale their services without compromising on quality.
In an era where service delivery is inseparable from student satisfaction, ContactEd is helping universities turn operational challenges into strategic advantages.
