Page 24 - OIT Progress Report: 2025 Edition

Admissions and OIT. While bio/
demo data updates are part of
the next phase, the application
data updates that have been
completed are already making
a difference. Cruz Lopez,
Director of Operations, shared,
“This milestone enhances
operational efficiency and
positions the admissions
team to better support
the university’s strategic
enrollment goals.”
Supporting
Customer
Service Delivery
on STABLE
Enrollment Services responds
to a large volume of requests for
support from students, parents,
and prospective students. The
Mane Desk serves as their
front-line support, answering
the main phone line and
then coordinating resolution
with the various support
teams. In the past, they relied
heavily on email and other
communication mechanisms
to coordinate responses. In
August 2024, Enrollment
Services moved to STABLE to
provide a more streamlined and
consistent student experience.
OIT worked closely with the
department to capture the
various processes and teams
involved in resolution. Training
21 OIT PROGRESS REPORT 2024
was provided for nearly one
hundred employees, and a
dozen email addresses were
integrated into STABLE.
Custom templates, forms,
and reports were developed.
Changes were also made to
the call center solution and
other technologies to support
business processes. Dashboards
and KPI reports were developed
to provide leadership with a
clear understanding of service
levels and problem trends.
When STABLE was first
introduced, one of the
visions was a consolidated
platform for customer service
requests and resolutions.
Onboarding Division of
Enrollment Services (DES)
further supported that vision.
Not only does it provide a
more streamlined platform
for students, but it enables
collaboration between the
support teams such as OIT,
Facilities, etc. It also provides a
wealth of data regarding trends
and problems that we can
address to improve the student
experience.
According to Mary Sauceda,
Executive Director of Student
Financial Services and
Director of Financial Aid,
“Implementing STABLE has
given DES access to data that
simply wasn’t available in The new STABLE dashboard.