Modern Campus: Customer Service Department of the Year - Public Services & Education | The Stevie® Awards for Sales & Customer Service
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Modern Campus: Customer Service Department of the Year - Public Services & Education

Category Group: Customer Service Department Categories
Category: Customer Service Department of the Year - Public Services & Education
Organization Name: Modern Campus
Organization Description:

Modern Campus empowers 1,700+ higher education institutions to modernize the student experience from first click to career credential with software solutions built for higher ed. The Modern Campus learner-to-earner lifecycle platform powers solutions for web content management, catalog and curriculum management, student engagement, career pathways, and non-traditional student management.

Briefly describe the nominated department: history and past performance (up to 1,250 characters):

Modern Campus' mission is to help colleges and universities attract, engage, and retain learners for life with SaaS solutions that deliver a modern student and administrator experience. While the Modern Campus brand launched in 2022, our software innovations, passionate team, and commitment to exceptional service span decades, earning 19 Stevie Awards for customer service over the past 11 years.

Our 43-member full-time team averages five years of tenure-far above the industry norm-and works remotely across all North American time zones. As a multi-channel support organization, we serve customers via web, embedded tools, chat, email, and phone.

We leverage integrated technologies to share insights across customer-facing teams and collaborate closely with sales and product to ensure the customer voice guides our work. Our "triple-threat" approach-creative problem solving, deep product expertise, and strong customer empathy-drives consistently high satisfaction. Customers stay and grow with us because they trust our service.

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1, 2023, the Support team has delivered strong performance and major initiatives. In October 2025, we hosted our inaugural Modern Campus User Conference, where 360 attendees consumed 100+ sessions and shared valuable feedback and engaged directly with our services, product, and leadership teams.

We remain data driven, sustaining or improving all key KPIs without increasing team size. Since July 2023, we have processed nearly 30,000 inbound requests with a 100%+ closure rate, reduced tickets per customer by 12%, and improved first-response time by 19%. CSAT continues to be our north star: the Workforce & Community team increased satisfaction by 11% year over year; the CMS team averaged 99.4% satisfaction across 24 months; and the Message team achieved 100% satisfaction in 21 of 24 months.

To reduce support needs, we created more than 250 new knowledgebase articles and updated 460 others, contributing to a 37% ticket-deflection rate.

We also advanced several strategic initiatives, including security posture enhancements (geo-blocking, proactive monitoring, threat detection, and coordinated credential rotation), migration of the CMS hosting environment, accelerated version adoption for Lifelong Learning customers, and expanded use of AI to improve agent efficiency and product knowledge.

Finally, we are proud of significant team development, with several members advancing into new roles and new talent joining the department.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

These achievements stand out because they demonstrate that, even as Modern Campus grows and evolves, we have preserved an exceptional level of customer service-an outcome that is increasingly rare in our industry. Many vendors prioritize rapid expansion over support, leaving customers feeling overlooked. In contrast, our consistently high satisfaction scores, year over year and across multiple product lines, show that service excellence remains core to our identity.

Our approach also goes beyond reactive support. By improving product quality, implementing customer-informed enhancements, and expanding self-service resources, we reduce the need for support altogether-an industry benchmark for mature, customer-centric organizations. This allows our team to focus on issues that matter most and resolve them quickly, driving measurable improvements in response times, ticket reduction, and long-term customer success.

What makes these achievements truly significant is the partnership we share with our customers. Their active engagement and frequent positive feedback-shared across support, account management, and leadership-directly shape our priorities. This continuous feedback loop fuels our investments, guides product and service improvements, and ensures that customer experience remains at the heart of Modern Campus' growth.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):