Middlesex university enhanced productivity and student satisfaction

1. Case Study Productivity and student satisfaction increases exponentially upon implementation of Engage2ServeSuccess CRM Our Solution: Client Profile: Middlesex University is one of the most widely recognised global UK universities with a London campus and international campuses at Dubai, Mauritius and Malta. With over 20,000 students and 1,900 staff members, Middlesex offers courses in varied fields such as business, law, art and design, health and education, media, and performing arts. • Engage2Serve Student Helpdesk system, part of Success CRM, today powers Middlesex University’s central helpdesk called UniHelp. It is the first stop for students to raise issues and address queries • Three software systems (Webhelpdesk, Touchpaper and Springshare) were replaced by Engage2Serve Student Helpdesk • With the implementation of Engage2Serve Student Helpdesk, IT services, Knowledge Management, Calendars, Reports and Dashboards became manageable under one integrated system • Engage2Serve provides multi-channel communication (including Email, SMS, phone, student portal etc.) facilities for students to raise issues, get resolutions and give feedback Challenges: • Engage2Serve pulls data seamlessly from various college systems to present a 360 degree view to the staff or tutor, who addresses the issue • Multiple, independent systems that were not interoperable, resulted in staff accessing many data sources to retrieve appropriate information to resolve student issues • Resolutions can be added to a FAQ repository with extensive search capabilities and intelligence built into present context-specific questions. This encourages student self-service. • Tracking of issues was complex and quality of service provided was not measurable. This led to high cost of operations and low student satisfaction • Students have the ability to give feedback on quality of service, thus closing the loop on service • Engage2Serve Common Appointment Booking System was installed for all university stakeholders, students, staff and administrative faculty Key Benefits: Testimonial ’’ Engage2Serve really has become fundamental to how UniHelp works at the university and we continue to work with the Engage2Serve team to improve the system and ultimately improve the service we provide to our students. 20% of their issue reporting was reduced after implementation of Engage2Serve Student Helpdesk Integration of the portal with Engage2Serve, resulted in self-service by students, further reducing the long queues at UniHelp centre Cost reduction and improvement in service levels for students Hallway conversations and complaints are now recorded, tracked, resolved, and analysed for continuous improvement ’’ The outcome that has done us all proud is that Middlesex University was shortlisted for two prestigious Times HE Awards for student services, a direct outcome of Engage2Serve Student Helpdesk Engage2Serve Inc. Email: getstarted@engage2serve.com Phone: +1 (512) 861-4141 www.engage2serve.com