A bit of background

The organization makes successful student loan repayment possible, in partnership with private lenders and the U.S. Department of Education. Great Lakes’ goal is to help students borrow responsibly, complete their education, and find repayment solutions that work for them.

The Challenge

Great Lakes has several million borrowers on its My Great Lakes Borrower website. Providing a world-class website experience that enabled its borrowers to be self-sufficient was critical to the organization. The company wanted to make the session replay analysis a self-service process, but the challenge was that the tool they were using was overly complex, requiring a degree of technical skills.

"We selected and deployed UserReplay’s Customer Experience Management (CEM) software solution to allow us to measure and constantly improve our website experience."

Fernando Delk Project Leader

Success story

Vastly reduced turnaround time on support tickets

Monitor site activity to identify any potential performance or user experience issues

Deploy a CEM solution which provides increased self-service and greater adoption

Business-wide reporting for the corporate analytics team