Case Study: National University of Singapore achieves an intuitive multi-channel helpdesk and faster ticket resolution with Qwaiting

Qwaiting Helped National University Of Singapore (NUS) Set Up An Intuitive Helpdesk

National University of Singapore (NUS), a large multinational operation with 150,000 employees and 180 production plants, faced rising customer dissatisfaction from a small, 15‑agent support team that handled roughly 95–100 tickets a day using Outlook and phone. Old-school ticketing, lack of multi-channel support and poor follow-up made it hard to serve customers efficiently — so NUS turned to Qwaiting to implement an intuitive helpdesk platform.

Qwaiting deployed a consolidated helpdesk that integrated channels and introduced reporting, gamification and SLA management to streamline agent workflows and improve follow-ups. As a result, Qwaiting helped the NUS team resolve 4,000+ tickets over 150 days, boost responsiveness and reduce customer wait times, delivering measurable operational improvements and higher customer satisfaction.

National University of Singapore