Case Study: Texas Tech University achieves improved customer satisfaction and support efficiency with Kayako

Texas Tech University - Customer Case Study

Texas Tech University struggled with a shared Outlook inbox for IT support that offered little accountability or visibility into who had replied and when, creating a poor customer experience and lots of repetitive requests (e.g., asking staff to install software). The decentralized process made collaboration between Support and Development difficult and slowed response times.

Implementing Kayako introduced ticketing, email integration with automatic acknowledgements, a searchable FAQ/self-service library and a custom payload installer that let users download and install approved software on demand. A custom LoginShare SSO integration preserved campus authentication, and the system’s tracking and customization features improved team collaboration, reduced routine install requests, sped responses and noticeably increased customer satisfaction — all at low cost.

Texas Tech University

Kevin Ten Eyck

Texas Tech University