EduTranscript by CertifyMe partnered with a prestigious university in Perth, Australia, ranked among the top 100 institutions in the QS World University Rankings, to overhaul its academic credentialing system. With over 28,000 students, including nearly 8,000 international learners, the university sought to replace its underperforming transcript management software with a reliable, feature-rich, and user-friendly solution. The adoption of EduTranscript brought significant improvements in operational efficiency, user satisfaction, and institutional credibility.

Background

Known for its excellence in research and education, this Australian university boasts over 22 schools and a diverse student population comprising 18,792 undergraduates and 10,634 postgraduates. The university’s growing demand for academic services highlighted the need for an efficient and scalable transcript management system.

Their previous software provider posed recurring challenges that stifled operational efficiency and student satisfaction. Frustrated with high costs, frequent errors, and a lack of support, the university turned to EduTranscript for a transformative solution.

Challenges

The limitations of the previous software created significant obstacles for both administrators and users:

Unresponsive Customer Support

The vendor’s customer support relied heavily on automated responses, offering minimal human assistance. This lack of a personal touch led to delays in resolving critical issues, adding to staff frustration.

Student Dissatisfaction and Hidden Costs

Students and alumni were burdened with unexpected charges for basic services like transcript issuance. Furthermore, the refund policy lacked clarity and consistency, resulting in widespread dissatisfaction.

Frequent Errors and Inaccuracies

Errors in transcript issuance, including incorrect grades or incomplete records, were common. These inaccuracies undermined trust and necessitated time-consuming corrections by the registrar’s office.

Complex and Unintuitive Interface

Navigating the previous software was a cumbersome experience for both staff and students. Its outdated and non-intuitive design created unnecessary hurdles in performing routine tasks.

Challenging Onboarding Process

The onboarding process for the legacy system was riddled with inefficiencies, requiring extensive staff training and ongoing technical support. These challenges delayed adoption and hampered operational efficiency.

Solutions

EduTranscript offered a comprehensive solution to address the university’s pain points, bringing in advanced capabilities tailored to their needs:

Personalized Customer Support

EduTranscript’s human-centric customer service approach provided the university with direct access to dedicated account managers who acted as a single point of contact with 24/7 access. This proactive support model ensured quick resolution of issues, even during peak periods, minimizing downtime and frustration.

Transparent and Student-Friendly Policies

EduTranscript replaced the opaque pricing structure of the previous system with a clear, student-focused model. This eliminated surprise charges, offering predictability and fairness for all users. Refund requests were processed promptly and consistently, reducing the stress of financial uncertainties for students.

Accurate, Reliable Transcripts

Using cutting-edge automation as well as security and verifiability features, EduTranscript minimized errors to less than 0.2 percent, ensuring the issuance of reliable and complete transcripts. The system flagged potential inconsistencies in real-time, enabling staff to address them before issuance.

Intuitive, User-Centric Design

The platform featured a modern, user-friendly interface that simplified navigation for staff and students alike. The intuitive design significantly reduced the learning curve, empowering users to handle tasks with confidence and administrative staff to execute daily operations significantly easier.

Smooth Implementation and Onboarding

EduTranscript’s onboarding team worked closely with university administrators by providing tailored training sessions, comprehensive onboarding materials, and dedicated support for troubleshooting during the initial weeks. Staff feedback highlighted how the step-by-step guidance minimized learning curves and operational disruptions, allowing them to adopt the system seamlessly.

"Our students are thrilled with the transparency and fairness of the new system. Complaints about hidden fees and delays are a thing of the past, and that has significantly boosted trust in our services."

– Director of Academic Records and Compliance

Results

The partnership between the university and EduTranscript yielded remarkable results, showcasing the transformative power of modern technology:

Responsive and Reliable Support

EduTranscript’s responsive support model resolved 95% of issues within 24 hours, a stark improvement compared to the 72-hour average response time of the previous provider. The registrar’s office reported a 60% decrease in unresolved queries during peak periods.

Improved Student and Alumni Experience

User satisfaction rose by 72%, with students and alumni praising the transparency, affordability, and accessibility of the new system. Refund-related complaints dropped by 85%, reflecting the fairness of EduTranscript’s policies.

Enhanced Accuracy and Efficiency

Automation tools reduced transcript errors by 85%, from a previous error rate of 7% to just 1% post-implementation. This accuracy saved over 150 hours annually in corrections and reissuances. Administrative staff noted a 72% increase in processing efficiency, allowing the registrar’s office to handle an additional 4,500 requests annually without increasing workload.

Simplified User Interaction

The new platform reduced task completion times by 40% as compared to the previous software provider, cutting the average processing time from 10 minutes to just 6 minutes per request. Over 87% of staff found the intuitive interface significantly easier to navigate, and a survey revealed a 35% reduction in user navigation errors.

"Switching to EduTranscript was the best decision we made. The accuracy, ease of use, and personalized support have not only improved our processes but also our reputation among students and alumni alike."

– Deputy Vice-Chancellor, Student Services