Case Study: King’s College London achieves faster, smarter Unit4 support with Nexthink

Facilitating Digital Transformation at Kings College of London

King’s College London, a leading UK university, wanted to improve engagement and training for its Unit4 Business World/Unit4 ERP system. The team originally looked for a video-based solution, but faced the challenge of users having to switch out of the system to find training and support materials, while support teams struggled to direct them efficiently. Nexthink helped them shift toward a more embedded digital adoption approach.

Nexthink implemented an in-app support and analytics solution, including Split Screen resources, Tooltips, Trails, and Feedback, so users could access training, FAQs, and guided support directly inside Unit4. The results included a 66% reduction in admin approval time despite a 53% increase in users, a 32% increase in users of the targeted expenses process, and a 25% time saving through in-app support. Nexthink also gave King’s College London a centralized dashboard for better measurement and insight.

King’s College London

Mayur Odedra

Systems Manager