Education Case Study

Westfield University: Digital Campus Transformation

How a mid-size university reduced administrative costs by 55-60% while improving student satisfaction to 90-93%

Institution Overview

Private Liberal Arts University

Student Body

12,000 students (undergraduate & graduate)

Founded

1952

Staff Count

850 → 620 (admin) / 450 faculty (unchanged)

The Challenge

Westfield University faced mounting financial pressure from declining enrollment and rising operational costs. Key challenges included:

Administrative costs consuming 42% of total budget

Student services understaffed leading to poor satisfaction scores

Manual processes causing 3-week delays in admissions decisions

Limited 9-5 support hours frustrating modern students

Faculty spending 30% of time on administrative tasks

The Solution

Westfield partnered with Framework Zero to implement AI-driven administrative services, dramatically improving efficiency while enhancing the student experience:

Admissions & Enrollment

45 staff members12 staff + AI agents

Application processing

Document verification

Communication automation

Decision support

Student Services

85 staff members25 staff + AI agents

24/7 student support

Course registration

Academic advising

Campus information

Financial Aid

30 staff members8 staff + AI agents

Aid calculations

Application processing

Verification workflows

Student communications

Academic Administration

65 staff members20 staff + AI agents

Schedule optimization

Grade processing

Transcript management

Faculty support

Implementation Timeline

Phase 1: Summer Break

Foundation & Training

System setup, staff training, pilot testing with summer programs

Phase 2: Fall Semester

Student Services Launch

Deployed 24/7 AI support, automated registration, digital advising

Phase 3: Spring Semester

Administrative Automation

Implemented admissions AI, financial aid processing, academic workflows

Phase 4: Year 2

Full Integration

Complete automation across all departments, continuous optimization

Results & Impact

Cost Reduction

55-60%

Administrative cost savings

Student Satisfaction

90-93%

Up from 67%

Response Time

< 2 min

For student inquiries

Enrollment

+18%

Year-over-year growth

Transformational Achievements

24/7 student support in multiple languages with instant response

Reduced admission decision time from 3 weeks to 48 hours

Faculty reclaimed 30% of time previously spent on admin tasks

Financial aid processing time reduced by 85%

First university in region to achieve fully digital student services

Student Experience Transformation

Digital-First Campus

Students can access all services 24/7 from any device, with personalized AI assistance for academic planning, course selection, and campus resources.

Enhanced Academic Focus

With administrative burden removed, faculty report 40% more time for student mentorship and research, improving educational outcomes.

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*Results are specific to Westfield University's implementation and context. Individual results may vary based on institution size, type, and implementation approach.