Case Study: Middlesex University achieves 20% fewer issue reports and higher student satisfaction with Engage2Serve Success CRM

Productivity and student satisfaction increases exponentially upon implementation of Engage2Serve Success CRM

Middlesex University, a global UK university with over 20,000 students and 1,900 staff, faced fragmented, non‑interoperable systems that forced staff to consult multiple data sources and made issue tracking complex and unmeasurable, driving up costs and lowering student satisfaction. To tackle this, Middlesex implemented the Engage2Serve Student Helpdesk as part of the Engage2Serve Success CRM.

Engage2Serve replaced three legacy tools (Webhelpdesk, Touchpaper and Springshare) to power the UniHelp central helpdesk, providing integrated IT services, knowledge management, multi‑channel communications, a searchable FAQ repository and a common appointment booking system to give staff a 360° view of students. The Engage2Serve solution cut issue reporting by 20%, increased student self‑service and reduced queues, lowered costs and improved service levels, and contributed to Middlesex University being shortlisted for two Times HE Awards.

Middlesex University