Case Study: Nelson Marlborough Institute of Technology improves support transparency and knowledge base delivery with Deskpro

How NMIT Brought Their Customer Support out of the Dark Ages

Nelson Marlborough Institute of Technology, a New Zealand polytechnic with over 4,000 students across 3 campuses and 78 agents, was managing customer support through 30 shared Outlook inboxes. The team had no way to track emails well, lacked transparency, and struggled with collaboration across departments, while also needing a way to provide more support content on a redesigned website.

NMIT deployed Deskpro Cloud for ticketing and knowledge base software, using the help desk to improve visibility, reporting, and audit trails. Over 25% of the website content was moved into the knowledge base, and ticket deflection on contact forms helped reduce strain on the IT team; agents switched to Deskpro within two weeks, and Olly Barrett said he regularly recommends Deskpro to others.

Nelson Marlborough Institute of Technology

Olly Barrett

Marketing Systems Co-ordinator