Service as Our Differentiator

A few years before I joined Edcor, I used to work as an HR Manager at a bank. At the time, many newly recruited tellers would often share stories about how the retired folks who came in to deposit their social security checks would often chat with them at length. To this, my response always was “Oh you will talk to them for as long as they wish to because for some that’s the only form of interaction they’ve had in days. Please be nice and indulge them”. I wasn’t necessarily trying to take a moral high ground; it made perfect business sense because those customers went and shared positive feedback about their interactions at the bank with their friends and family leading to more customers.  After a few years, I met Adrienne Way at Edcor and our thoughts about Customer service aligned. And 19 years later, here I am writing this post.

In a market with many new entrants, Edcor – a 43-year-old organization – is still the most loved education benefits provider in the country. It’s not just our software and products or our agile ways of working and technological advancement, a key element of what we do and how we do everything is based on the strong foundations of service.  Edcor is a women-owned small business, and you’ll find the passion and dedication toward education and service running in every vein of the organization. Every member of the Edcor family knows that they contribute to the greater organizational goal, and they must do each task with Client delight in mind. Service is our differentiator and our intangible competitive advantage because it is hard to replicate. You either have it or you don’t.

One stop shop

Edcor’s strategy has led it to become a Single Source Solution for Everything Education Benefits. Right from Tuition Reimbursement Administration, Student Loan Assistance Administration, Scholarship Program Administration, CARES Act support, Tuition & Textbook Discounts, Student Advising and Counseling, Fraud Identification and Prevention Programs, to Education Benefit Policy Consulting Services – we do all of it with finesse and precision. Our number one goal is and always has been to provide the highest level of services to our Clients.

Customized solutions

We value the trust our Clients put in us and so there are no cookie-cutter solutions at Edcor. Each Client has access to customized solutions tailored to their needs. Our Customer satisfaction teams strive to learn the culture and uniqueness of each Client resulting in better service and valuable recommendations to meet the program goals. Through regular interactions, the team ensures that the Client is well taken care of and that we meet all their programmatic and changing needs proactively.

We love to help our Client and their employees and always do what we say we will. We have a Client-centric model of service. We do not have competing interests for revenue or shareholders, our focus is on our Clients, their best interests, their employees, and their programs.

Holistic support

Edcor leads with a passion for education. We believe choice is key to longevity and satisfaction and provide the freedom to all participants to choose the school they want to go to. We consider our school network and partners to be an extension of our brand, and higher completion rates are observed through participation in the network.  Our school network has a vast number of highly reputed and accredited institutions of higher education that are well-attuned to the ways of learning of working adults and understand the challenges they face. We partner with schools of high value and schools that our Clients and their employees prefer to go to.  No one can pay to be in the network or at the top of our list; we can proudly say that we do what’s truly best for the Clients and the learners.

We holistically support the Client participants with Academic Advising and counseling as complimentary services that take them through their unique educational journey from start to graduation. No wonder our graduation rates are the best in the industry.

Contact center

Edcor’s world-class contact center supports each Client with specialized teams trained on their programs to provide meaningful and unique customer experiences. Edcor’s use of the Amazon Connect contact center platform and artificial intelligence speech analytics platform was featured as part of the Amazon Web Services (AWS) Marketplace vendor solution series for Contact Center Intelligence (CCI).  Edcor, through its partnership with SuccessKPI, has deployed an industry-leading, detailed customer service measurement tool that provides agents with actionable insights into their performance daily using a combination of traditional contact center metrics, post-call survey results, and speech analytics. We are agile in adapting to the needs of our Clients and provide round-the-clock support to cover all time zones.

Consultation and research

We consult and counsel Clients on how to maximize the impact of education benefits for a greater ROI.

Our strength has always been our data-driven approach and our agility to adapt to the trends in the marketplace. Edcor consistently produces content assets on education benefits for the HR industry. Through our research and whitepapers, we shine a beacon of light for our Clients continuously guiding them through the process – allowing them to focus on their core business.

Community service

Be it donating to charities or volunteering time to organizations, giving is the glue that holds the community together. At Edcor, we have always supported local communities and organizations through our service and contributions. Taking it a step further, we also encourage our employees to engage in volunteer work by giving paid time off to give back to the community.

I can go on and on about the endless list of things that we do as an organization to achieve the collective mission of customer delight, but I’ll end the post with a big ‘Thank you’ to all our customers and partners for trusting us for the value we provide.