Case Study: University of Connecticut streamlines support for 40,000+ users with Refined

How University of Connecticut's knowledge base centralizes support for 40,000+ users, 8 departments

The University of Connecticut needed to modernize and centralize its disparate IT support knowledge bases to better serve its 40,000+ users. Their existing Confluence platform was a robust content tool but provided a poor user experience for students, faculty, and staff who needed to quickly find information or submit support requests. They partnered with Refined to build a more effective solution using Refined Sites for Confluence and Jira Service Management.

Refined provided a solution that transformed UConn's Confluence instance into a user-friendly, branded knowledge base. The implementation streamlined search functionality and allowed for a more intuitive, topic-based organization of content. This resulted in a vastly improved user experience, with the site now serving upwards of 30,000 visitors monthly and acting as a conduit for over 130,000 support requests in three years. The flexibility from Refined also enabled different university departments to create their own tailored sites from the same Confluence instance.

University of Connecticut

Ashley Mattingly

ITS Communications Administrator