The education division of Community Brands handles more than 200,000 financial aid applications a year for over 1,700 schools. These applications contain millions of pages of tax documents. They needed to ensure they could quickly and securely collect and process all of their applicants’ financial aid data.
Additionally, customer service costs were increasing due to the volume of inquiries into the status of documents.
SpringCM and Salesforce were the chosen platform to automate the application process. SpringCM provided a secure student-facing portal where they could directly upload their tax documents and check on the status of their application and funding.
As a result, the frequency of customer inquiries into applications decreased enough to save over $200,000 a year in customer service costs.