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Case Study

Investing in the future: Simplifying financial aid

Department of Education transforms customer experience for over 40 million borrowers.

Call for change

When tech meets human ingenuity

The new, omni-channel network includes:

A single digital platform

Integrates 13 legacy websites and serves as a borrower’s front door to services via the StudentAid.gov website and mobile app.

A modern marketing platform

Delivers real-time, personalized email and SMS communications and expanded targeted marketing across social and paid media.

A consolidated care platform

Empowers customer service agents and back-office processers to better manage customer inquiries.

Aidan® virtual assistant

Uses natural language understanding to answer frequently asked questions and provides key transactional functions 24/7.

A valuable difference

Results

220M

Visits to StudentAid.gov

5.2M

Inbound calls to the single toll-free number transferred to contact centers

5

Contact centers fully mobilized with more than 1,200 agents able to handle inquiries

322M

Emails sent to customers using the marketing platform

2.2M

Messages handled by Aidan®

FSA now has the technology and tools to continually improve the experience and expand its services to support students and families in the future.