Case Study: NMIT improves student support transparency and productivity with Deskpro

NMIT needed to improve the transparency and productivity of its customer support system that was run across 30 shared inboxes in Outlook

NMIT needed a better way to manage student support after relying on 30 shared Outlook inboxes for years. The setup made it hard to track emails, collaborate across departments, and keep FAQs and service requests from getting lost. As the school rebuilt its website, it also wanted a help desk platform that could support a ticketing system and knowledge base.

NMIT deployed Deskpro Cloud to improve transparency, reporting, and support operations. The team used Deskpro’s knowledge base, SLAs, audit trails, and automated triggers to reduce IT support requests, with the knowledge base now holding over 25% of the website content. Two weeks after training, the support agents had fully switched from Outlook to Deskpro, and NMIT said the platform helped improve communication and give students more self-service options.

NMIT

Olly Barrett

Marketing Systems Co-ordinator