Case Study: ResDAC (Research Data Assistance Center) doubles service requests handled per employee with Kayako

ResDAC doubled its service request capacity, improved collaboration and increased client satisfaction with Kayako

The Research Data Assistance Center (ResDAC) at the University of Minnesota supports researchers using CMS data but, with a small team, was overwhelmed by incoming inquiries. Conversations were scattered across multiple email threads and mailboxes, duplicate requests couldn’t be merged, and it was difficult to capture customer details or track who was working on each issue—causing service quality to decline.

ResDAC implemented Kayako, whose unified dashboard, ticket-merge capability and easy customization (add fields/codes without programming) gave agents a single view of customer information and workflow. The result: fewer tickets through duplicate merging, faster handling and better internal collaboration, and the ability to manage twice as many service requests per employee while increasing client satisfaction.

ResDac

Faith Asper

Associate Project Director