Case Study: Brown University improves student and faculty support with Deskpro

How Brown University Uses Deskpro

Brown University, an Ivy League university with more than 13,000 students and faculty, needed a more customer-focused way to deliver IT support. Its legacy Remedy helpdesk was difficult for users to access, required too many form fields, and did not work well for guests, parents, and summer students who also needed help.

Brown University switched to Deskpro, choosing an on-premise helpdesk with a simple interface, flexible configuration, integrated real-time chat, and a knowledgebase. The rollout was smooth, and the IT team said Deskpro improved navigation, visibility into tickets, accountability, and response time across 250 agents.

Brown University

Jeff Clark

Assistant IT Director