Case Study: Open Study College achieves streamlined email support and improved student satisfaction with Freshdesk

Open Study College finds a complete customer support solution in Freshdesk

Open Study College is a UK-based distance education provider with over 160 courses and around 30,000 students, relying entirely on email to connect geographically dispersed tutors and learners. They struggled to categorize incoming emails and distinguish genuine tutor-performance issues from disgruntled students, making it hard to target training and improve support.

After evaluating help-desk options they chose Freshdesk for its simplicity, price and integrations, implementing email ticketing, customer satisfaction surveys and reporting. The result: no lost emails or overdue tickets, measurable satisfaction scores to identify underperforming tutors, faster response times and overall more efficient student support.

Open Study College

Andy Hawthorne

Open Study College