Case Study: Savonia University of Applied Sciences achieves 76% faster ticket resolution with Matrix42 Service Management

Savonia University of Applied Sciences speeds ticket resolution by 76% with Matrix42

Savonia University of Applied Sciences faced a challenge in managing a high volume of service requests that arrived through various channels, primarily email. Their previous open-source system lacked shared visibility and only supported IT, making it difficult to manage services for over 9,600 students and staff. They needed a centralized platform to unify service delivery across the entire organization, which led them to partner with Matrix42 and implement Matrix42 Enterprise Service Management.

By deploying Matrix42's platform, Savonia centralized seven service areas, including IT, student services, and communications. The solution provided a unified portal for submitting and tracking all requests, along with structured workflows and automated routing. As a result, Matrix42 helped Savonia achieve a 76% faster ticket resolution time for ICT support and significantly reduced manual work, creating a more efficient service model for the entire university.

Savonia University of Applied Sciences