North America

OLLU - Our Lady of the Lake University

Doctums helped OLLU improve their student experience and made an immediate impact on their operations.

Our Lady of the Lake University (OLLU) is a four-year private Catholic university located in San Antonio, Texas. It has an enrollment of approximately 2900 students. It offers undergraduate, graduate, and doctoral programs.

OLLU turned to Doctums to streamline their billing processes, minimize errors in the enrollment process, and take full control of their LMS during the challenging COVID enrollment period. This is how they did it:

Financial management

Results

The reduction from 60 to 10 billing tables improved student billing efficiency, provided a better student experience, and reduced the resources required to maintain and manage the data.

Context

OLLU faced high student turnover due to a very competitive local landscape of 4-year colleges. Also, they had limited business process documentation practices.

Challenge

After operating on a specific system for several years, OLLU needed to overhaul their billing configurations. When they engaged Doctums, they had over 60 billing tables and needed to streamline processes to reduce errors and improve manageability.

Pain Points

Managing over 60 billing tables created complexities for staff dealing with billing discrepancies. The engagement with Doctums addressed these issues, providing a comprehensive spreadsheet outlining billing tables, descriptions, and rules.

Solution

A cross-functional team streamlined and simplified the billing setup through learning and strategic decision-making sessions that were documented and implemented.

Admissions & Enrollment Management

Results

Students weren't having problems registering or being halted because of a rule in registration. Minimized errors in registration empowered the institution to own their system.

Context

The Registrar's Office experienced high turnover, requiring a review of student registration processes.

Challenge

Registration issues were causing billing problems due to complex software parameters. The goal was to overhaul and fine-tune registration groups.

Pain Points

A lack of understanding of how the system worked created challenges for staff who were not at the institution when the system was implemented. Most users made changes without understanding why they were causing problems or fixing them.

Solution

We learn the environment almost as well as the people who work there, so we understand what they need. This is problem-based learning that has a specific purpose in practice and daily life. Doctums provided surgical-level training tailored to the environment, addressing specific challenges and enabling faster functionality.

Administrative & Instructional Technology

Results

Doctums provided essential and specialized Blackboard training, made system changes, and reduced calls from 400-500 to just ten from one day to the next, demonstrating an immediate impact.

Context

During COVID, OLLU lost its Blackboard administrator and struggled with faculty and student issues during peak registration periods.

Challenge

OLLU needed immediate help to resolve all enrollment issues with students and faculty who were experiencing difficulties and a technical support service that was overwhelmed.

Pain Points

With 400 to 500 calls daily, OLLU needed immediate solutions for Blackboard-related problems without having to wait for systems support from their vendor, which could take several weeks.

Solution

Doctums provided essential training on specific Blackboard functionalities and settings to help OLLU make necessary system changes, resolving issues efficiently.

OLLU - Our Lady of the Lake University

Doctums helped OLLU improve their student experience and made an immediate impact on their operations.

Financial management

Admissions & Enrollment Management

Administrative & Instructional Technology

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