QUANTIQ is now an Avanade company

Case Study – Higher Education



BUSINESS PROFILE

One of the top 10 universities in the UK, with a campus that stretches over 5 different locations in the East Midlands. Over 35,000 students and almost 10,000 members of staff.

BUSINESS CHALLENGE

Having used a Zendesk system for their customer management, our client wanted a solution that was better equipped to process large volumes of requests from both staff and students. In addition, there was a desire to better integrate their online ticketing systems to work alongside their existing over-the-desk enquiries.

One of our clients’ major concerns, were the routing issues being experienced - requests being lost in transition or landing incorrectly.  In order to tackle this, the client wanted to streamline and increase visibility of inbound help requests, as well as restructuring their first and second line support departments.

The client was already aware of the vast functionality of Dynamics 365 Customer Service and its ability to transform how organisations interact with their clients.  However, they also wanted a Microsoft Partner to help implement this solution.

It was vital that their partner of choice had a deep Dynamics 365 skill set, in order to leverage additional Dynamics workloads and further integrate their systems. After extensive research and recommendations, QUANTIQ were chosen due to our expertise in implementing solutions across the entire Dynamics 365 stack.

BUSINESS SOLUTION

Together, the client and QUANTIQ decided on using Dynamics 365 Customer Engagement with a support helpdesk solution which would enable them to provide better internal and external support via one system.

The solution was based on a case driven system that managed categorisation, routing, SLAs and communications.  In addition, with request records to help the university resolve issues or queries simply by defining set criteria for each type of request. This enabled both staff and students to be able to track how their requests were being processed via a self-service portal powered by Microsoft Power Apps.   The uploading of supporting documents / attachments was made possible throughout the lifetime of the case, allowing for secure exchange of data.  This whole process could then be completed virtually, rather than relying on the previous in-person helpdesk system.

Coupling the power of the pre-built functionality in Dynamics 365 with the extensibility of Microsoft Dataverse and the Power Platform has meant that the university’s project stakeholders have been empowered to deliver their own tweaks and changes to their processes.

The university is now able to make continuous improvements when required,  leading to a more-accurate solution at a lower project delivery cost.  As well as a smooth go-live with cases being logged multiple times per minute from all types of university stakeholders.