Case Study

Tuition Program Assistance Outsourcing

Increasing competitive advantage and serving more people without an increase in costs.

The technology supporting a major aerospace company’s tuition assistance program had outdated functionality, making the program increasingly costly and difficult to support. GP Strategies provided a solution.

While overstrained technology may have driven the search for a new solution, the customer’s needs extended beyond that to increasing the overall performance of—and satisfaction in—their tuition assistance program. GP Strategies won the business by proposing a fully scalable, long-term global outsourcing solution that could serve the customer’s nearly 170,000 employees without increasing program costs.

GP Strategies used a phased implementation approach to transition the client over to an outsourced model. The process spanned 12 months, building in checkpoints along the way to mitigate risks and ensure project success. The key elements of the solution included a state-of-the-art tuition system, a learner support center staffed with experienced program administrators, standardized processes, governance, and SLAs that included penalties and incentives.

Within the first six months of the program, trouble-ticket resolution at first pass jumped from 55% to 93%. More than 98% of invoices were processed within the five business-day goal, and 99% of reimbursements were processed within goal. Overall, the system has maintained 99.9% uptime. Moreover, GP Strategies’ customer realized a  significant improvement in their ability to meet the learning and development needs of their employees and can now
service more participants without an increase in costs.

Impact
Significant improvements in customer satisfaction with 99% reimbursement processing rate within goal, 99.9% system uptime, and first-pass trouble-ticket resolution jumping from 55% to 93% in program’s first six months.

Learn more about tuition program management.

Results at a glance
Significant improvements in customer satisfaction with 99% reimbursement processing rate within goal, 99.9% system uptime, and first-pass trouble-ticket resolution jumping from 55% to 93% in program’s first six months.

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