Case Study: Baldwin Wallace University achieves faster, student-first IT services and eliminates silos with Cherwell Software ITSM

University’s mission is ‘students first,’ Cherwell ITSM enables that

Baldwin Wallace University, a liberal arts institution in Berea, Ohio, faced fragmented and inconsistent IT support after years of rotating help-desk tools managed both on- and off-premises. The proliferation of campus technology made service delivery difficult, and the IT team needed a single, scalable cloud ITSM platform to standardize processes and protect sensitive student data.

BW selected Cherwell for its expandability and now runs everything from basic ticketing to administrative computing on one platform, eliminating silos and improving cross-team collaboration. The intuitive interface lets student workers be productive in about 30 minutes, speeds request responses and incident resolution, and delivers a more empowered support workforce and happier end users, with ongoing community support accelerating problem-solving.

Baldwin Wallace University

Stephen Coyne

Application Developer