Defiance College Student Communication Improvement Case Study

This case study details the implementation of Mongoose at Defiance College, a private liberal arts institution in Ohio, aimed at enhancing student communication and engagement. Initially adopted by the Admissions Office in 2019, the platform expanded to various departments across the campus, including Residence Life and Academic Support. The college faced challenges with low student response rates and high no-show volumes for critical communications. By utilizing Mongoose’s Conversation Intelligence, staff were able to engage students in real-time, leading to significant improvements in attendance and compliance rates. The study outlines how the platform facilitated standardized communication workflows, reduced no-show rates for conduct meetings, and achieved 100% compliance for housing forms. The college's approach included segmenting students for targeted outreach and ensuring manual opt-ins for participation. The case study concludes with future plans for further integration of texting into academic workflows, highlighting the platform's role in enhancing student success and communication efficiency.