Case Study: Charles Sturt University achieves unified, university-wide request management and improved efficiencies with Cherwell Software

Charles Sturt University - Customer Case Study

Charles Sturt University (CSU), a regional university in New South Wales with over 44,000 students and 2,000 staff across multiple campuses and online programs, faced fragmented and inefficient request management due to a slow, outdated ITSM tool and inconsistent processes. Low user confidence and declining system utilization hindered service delivery and the university’s ability to meet student and staff needs, prompting a search for a modern, scalable solution.

After evaluating several vendors, CSU implemented Cherwell Service Management with partner Service Quality in a nine-week rollout, replacing disparate systems with a single, user-friendly self-service portal, codeless configuration, and One-Step automated workflows. The change unified request management across business units (including Student Administration, Student Services, Learning & Teaching, and Finance), improved efficiency and adoption, allowed decommissioning of legacy tools, and delivered positive user feedback and better KPI performance.

Charles Sturt University

Brian Roberson

Director, Infrastructure and Client Services