A bit of background

Great Lakes is a non-profit organization dedicated to helping make college a reality. 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 above all, to find repayment solutions that work for them. Headquartered in Madison, Wisconsin, Great Lakes works to do what’s right to change lives for the better.

The Challenge

To support its mission, Great Lakes has several million borrowers on its My Great Lakes Borrower website. Providing a world-class website experience that enables its borrowers to be self-sufficient is critical to the organization.

Therefore, to ensure the website experience was exceptional, Great Lakes required a solution to observe users’ web sessions.

 

"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