Case Study: University of Louisville streamlines customer support with BrainSell and Zendesk

The One Thing Higher Education Brands Need to Fuel Better Employee, Student Support

The University of Louisville's Business Operations unit faced significant challenges in managing its customer support for employees and students through a single, shared email account. This manual process limited data visibility, hampered efficiency, and made it impossible to scale or measure performance. Partnering with vendor BrainSell, the university identified Zendesk customer service software as the solution to its needs.

BrainSell implemented Zendesk, which provided the university with data-driven tracking, prioritization, and streamlined workflows. The solution expanded to include call recording and a knowledge base for self-service. This resulted in decreased ticket response times despite an increasing workload, with an expectation of deflecting 10% of support tickets and improving service level agreements by 15%. BrainSell's guidance enabled the University of Louisville to build a scalable foundation for superior customer service.

University of Louisville

Melissa Shuter

University of Louisville