Case Study: Brown University improves campus support with Deskpro

Brown University speeds support for 13,000 users with Deskpro

Brown University, a prestigious educational institution, faced challenges with its clunky legacy help desk software, Remedy, which created a poor support experience for students, faculty, and staff. The system was difficult for users to navigate and for agents to manage, lacking the flexibility needed for a diverse campus community. To modernize its support, the university turned to Deskpro for a new help desk solution.

Deskpro provided Brown University with an on-premise help desk platform that offered a user-friendly interface, full ticket visibility, and customizable permissions. The solution resulted in faster response times, improved accountability, and a significantly better experience for both support agents and end-users. Brown University highly recommends Deskpro, noting it has found a "sweet spot that really drives customer service."

Brown University