Case Study: University of Sunderland achieves a centralised, efficient student helpdesk with Engage2Serve's e2s Retain

Enhance Student Experience using e2s Retain, raise the bar on student support and service

The University of Sunderland faced a fragmented helpdesk across its Sunderland and London campuses that led to overlaps, redundancies and student frustration. To centralise enquiries under its Gateway help desk the University selected Engage2Serve’s student lifecycle CRM product e2s Retain (white‑labelled as Compass) to provide a web‑ and mobile‑friendly, configurable platform that would integrate with existing systems and support a smaller centralised team.

Engage2Serve implemented e2s Retain as a central service desk with a searchable FAQ knowledgebase, automated ticket routing, appointment booking, case management and integrations with SITS, finance and attendance systems. The solution delivered a single 360‑degree student view, faster response times, shorter appointment slots, increased self‑service uptake and better analytics for decision‑making—saving staff time, improving efficiency and noticeably raising the student service experience. Engage2Serve continues to support ongoing improvements and reporting.

University of Sunderland

Mark Colman

Compass Helpdesk Deputy Manager