Case Study: Bath Spa University improves self-service and support efficiency with TOPdesk

Bath Spa University - Customer Case Study

Bath Spa University, working with TOPdesk, had launched its Self Service Portal (SSP) six years earlier, but it was mainly used by IT Services and only 38% of survey respondents felt confident using it. User feedback showed people struggled to find the right content, leading to frustration, limited engagement, poor optimization, and fragmented support channels across the university.

TOPdesk helped Bath Spa University relaunch the SSP with a data-driven redesign focused on usability, accessibility, and faster access to information. The team used analytics, feedback, and best practices, plus a network of change champions across departments, to drive adoption. The result was stronger self-service, onboarding across multiple departments, over 50% of users accessing the portal on mobile, and growing buy-in from areas such as HR and Finance.

Bath Spa University

Joanna Daggar

Change and Transition Manager