ContactEd in Action

The Challenge

Universities face growing pressure to deliver seamless, scalable, and responsive student support, as key touchpoints such as administrative services and IT support shape the overall student experience.

Delays, inefficiencies, and poor service in these areas contribute to a negative student journey and affect retention, institutional reputation, and even rankings and accreditation.

Outsourced services often struggle to grasp the strict protocols and nuanced institutional requirements of higher education. The result is operational strain and an inconsistent student experience at a time when expectations are higher than ever—and still rising.

The Solution: ContactEd

ContactEd, powered by OES, is a specialised support solution built exclusively for higher education. Drawing on over a decade of experience working with more than 20 universities across the UK, Australia, and the US, ContactEd was designed to meet the distinct service demands in three critical areas: administration, IT, and student success.

What sets ContactEd apart is its deep understanding of the higher education environment. Staff are trained not only in technical procedures but also in the context, culture, and communication expectations of academic institutions. Every support exchange is an opportunity to strengthen the student’s relationship with the institution and deliver an exceptional student experience, from enrolment to graduation.

Moreover, ContactEd’s data-driven insights help clients identify and implement operational efficiencies. Clients have access to real-time reporting, full visibility of student interactions, and complete control over service parameters.

The Results

ContactEd Admin

In administration, a deep understanding of academic calendars and student behaviours enables ContactEd to scale staffing and support around predictable peak periods, ensuring timely, accurate responses when students need it most.

ContactEd Student Success

Years of experience supporting diverse student populations means ContactEd coaches can identify early signs of disengagement and deliver targeted, empathetic support. These human-led interventions are informed by real-time engagement data and grounded in a comprehensive understanding of the academic and personal challenges students face.

ContactEd IT Help

With more than 13 years supporting university IT systems, ContactEd brings an intimate knowledge of platforms such as Canvas, Moodle, Blackboard, and Brightspace. This enables support agents to troubleshoot efficiently, minimise downtime, and empower students and staff to remain engaged and productive.

• High-quality, round-the-clock support across major LMS platforms
• 95% first-contact resolution, improving tech support outcomes without overburdening internal IT teams
• Enhanced support documentation based on recurring issues and platform usage insights

The Future of Student Support

As the student journey becomes increasingly complex and digitally mediated, universities need support systems that are both expert-led and deeply human. ContactEd offers a proven model for how institutions can scale their services without compromising on quality.

In an era where service delivery is inseparable from student satisfaction, ContactEd is helping universities transform operational challenges into strategic advantages.

What sets ContactEd apart is its deep understanding of the higher education environment. Staff are trained not only in technical procedures but in the context, culture, and communication expectations of academic institutions. Every support exchange is an opportunity to enhance the student’s relationship with the institution and deliver an exceptional student journey, from enrolment to graduation.

Moreover, ContactEd’s data-driven insights help clients identify and implement operational efficiencies. Clients can access real-time reporting, gain full visibility of student interactions, and maintain complete control over service parameters.