TOPdesk
55 Case Studies
Case Study: University of the West of Scotland achieves 97% student satisfaction with TOPdesk
A TOPdesk Case Study
How the University’s IT Services Department Changed Its Culture, Adopted a New Tool and Increased Customer Satisfaction
The University of the West of Scotland faced fragmented, campus‑wide student services with no unified system and multiple unclear points of contact. To prioritize the student experience the university launched a physical and virtual “Hub” in 2017, powered by TOPdesk, to centralize enquiries across five campuses and provide a single first port of call for students.
TOPdesk provided a tailored service management platform—combining a self‑service portal, knowledge base, request tracking and triage for the on‑site Hub—with a subscription model that avoided extra licence costs. The result: a March 2018 survey showed 97% of students were satisfied or very satisfied and 96% agreed they received accurate guidance; TOPdesk has since been adopted by Student Administration and the Library and extended to the new Lanarkshire Campus, with further teams exploring adoption.
Open case study document...
University of the West of Scotland
Greg Sheridan
University of the West of Scotland