Get the most out of the eLumen platform with our unique approach to customer service. Learn more about how we go above and beyond to support our institutions through every stage of their journey with eLumen.
Our approach is relationship driven. We partner with you to achieve your institutional goals.
Each institution has distinct needs and culture. We offer tailored services to meet your institution's goals.
Our software and services are meant to align to your culture instead of dictating your institutional processes.
Your Customer Success Manager works with you to determine which services will enable your institution achieve your goals by optimizing eLumen.
Implementation & onboarding
Our implementation is highly consultative. We pride ourselves on matching you with experts in both higher education and the eLumen product suite. You will be assigned an implementation specialist who will get to know you and your institution. Through the implementation process, you will receive the guidance you need to optimize the eLumen platform to reach your goals. Our implementation team improves your time to value through the use of two tools:
What about those times when you need something outside the scope of implementation and onboarding? This is where our Services team steps in to support your unique needs. From campus-wide training engagements to individual consultations and everything in between, our team is ready to support your purpose-driven success initiatives to the fullest.
Offered onsite or remotely
Data analytics & reporting
Data is key to navigating and promoting institutional change. While the eLumen platform offers key process and performance reports as part of your software subscription, we also understand that each institution has unique data needs. We offer custom reports and data visualization dashboards. Your CSM will work with you to determine which type of data service will meet your needs best to review your institution's insights your way.
Technical maintenance & support
As your institution evolves, you may need to implement changes to how you use eLumen. These services may be used to deduplicate, align, or refresh data, analyze historic records, disaggregate data at a more granular level, restore, deactivate or unpublish records and more.
Here's how we support you.
We are invested in you.
When you become a client, your institution is assigned a single point of contact at eLumen who is invested in your success – your Customer Success Manager.
Your CSM works with your team to learn about your goals and challenges so you can optimize how to leverage the eLumen platform and services at your institution.
Be part of a community.
We are involved in the conversation – and invite you to join us. We collaborate with partners, clients and higher ed leaders to discuss topics important to you in our webinars. We also regularly hold workshops and an annual user conference to get to know our clients and provide them with an opportunity to network and learn from each other.
We regularly participate in conferences to stay up-to-date on trends in higher ed, including those focused on accreditation, assessment, and data.
Grow with us.
Our clients are involved in our continuous improvement process. Through The Connect Consortium, clients participate in working groups to help us develop the eLumen roadmap. Voting members of TCC help prioritize which features are released first.