Nelnet is a leading education finance company that services $60 billion in student loans for 12 million customers. To better serve their mobile-focused customer base, Nelnet developed a cross-platform mobile app using Titanium to allow customers to check their loan status and make payments on their phones. The app was successfully launched on iOS and Android within 4 months at low cost due to 80% code reuse between platforms. It has helped enhance customer service and drive more inquiries to the lower cost mobile channel.

1. CASE STUDY: NELNET
Nelnet uses Titanium to service 12 million student loans worth $60 billion COMPANY
Nelnet has built their business around consistently improving customer
service and self-service. Until a year ago, they were servicing 12 million
student loans worth $60 million through US mail, call centers, and their
web app, Manage My Account. To uphold the company’s promise to offer
Nelnet is one of the leading education
service “Anytime, anyplace, anywhere” to their tech-savvy, college-aged and finance companies in the United
demographic, Nelnet needed a mobile strategy. States, providing student loan servicing
for 12 million student loans. Nelnet is a
“It’s clear that our customer base – college students – have gone mobile. servicer for student loans underwritten by
the Department of Education.
Titanium helped us develop a cross-platform mobile app quickly so that we
could be with them wherever they are.”
APPLICATION
Developing a mobile strategy with Titanium Loan Assist is a mobile
loan inquiry and payment
system for Nelnet-
In late 2009, Nelnet began investigating mobile development options. serviced student loans.
Initially, they considered developing with native SDKs but the learning curve Users can stay up-
was too high for their IT staff. to-date with detailed
summaries of loan status, account
information, payment history, and status
“We didn’t have the time or resources to retrain everyone on native of requests.
development languages. With Titanium, our IT team could use the JavaScript
and HTML skills they already have, and focus on developing a great mobile
app,” said Mike Randash, Executive Vice President at 5280 Solutions, a Nelnet BENEFITS
wholly-owned subsidary.
Enhancing customer service by expanding
online payment system to mobile
Push notifications keeps students up-to-
date on their payment status
80% code reuse between iPhone and
Android deployments
Mobile app ties into backend
payment system
“It’s clear that our
customer base – college
students – have gone
mobile. Titanium helped
us develop a cross-
platform mobile app
quickly so that we could
be with them wherever
they are.”

2. When evaluating platform options, Mike’s team considered Titanium and “We didn’t have the time
PhoneGap. The team chose Titanium for its superior performance and
usability. His mobile team began developing their mobile app immediately, or resources to retrain
with no retraining necessary. everyone on native
Development of the iPhone and Android mobile apps as well as their
development languages.
backend payment system occurred simultaneously over a four month period. With Titanium, our IT
The mobile app was launched on both platforms, and Nelnet had 20,000 team could use the
downloads with little promotion in the first few months.
JavaScript and HTML
“Students/Borrowers love the app. Since our launch several months ago, some skills they already have,
customer service inquiries have moved away from more expensive call center
and paper-based methods to cost-effective mobile inquiries.”
and focus on developing
a great mobile app,”
Nelnet is currently promoting Loan Assist and planning the soft launch for
several student focused apps built with Titanium. MIKE RANDASH
EXECUTIVE VICE PRESIDENT
5280 SOLUTIONS (A NELNET
WHOLLY-OWNED SUBSIDARY)
Future Plans
Mike plans to develop iPad-specific apps in the future, and is considering
rolling out to Android tablets.
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