Case Study: Manipal Global Education Services achieves improved operational efficiency and enhanced student experience with Symphony Summit

SUMMIT's Service Management boosts Manipal Global Education Services' operational efficiency and end user experience

Manipal Global Education Services (MaGE), a Bangalore‑headquartered provider of higher education services supporting over 400,000 students (including 120,000 distance learners at Sikkim Manipal University), faced fragmented, siloed student support across calls and emails with little visibility into issues, SLAs or performance. Multiple functions and business units needed a consolidated, scalable service platform to track enquiries, measure service levels and improve student engagement and outcomes.

MaGE deployed Symphony SUMMIT’s on‑premise ITSM platform, integrated with 15 functions and EPBAX/IVR, rolling it out from IT to student services and other departments. The platform now manages over 6,500 student tickets and 1,100 IT tickets per month, supports 22 workflows, and logged more than 78,000 IVR calls last year—delivering consolidated visibility, faster issue resolution, higher student satisfaction and re‑registration rates, clearer accountability and improved decision making, with plans to expand usage across the Manipal Group.

Manipal Global Education

Balakrishna Rao

CIO, Manipal Global Education Services