Case Study: Keele University achieves 10% fewer tickets and faster student‑centric service with TOPdesk

Keele University - Customer Case Study

Keele University faced fragmented, email-based service requests and long cross-department handoffs across 19 departments, which made it hard to track, report and deliver student-centric support. The university began using TOPdesk in 2007 (moving from TOPdesk Professional to TOPdesk Enterprise by 2012/2013) to replace the in‑house system, streamline processes and reduce repeated student journeys between Student Records, IT and other services.

TOPdesk implemented a Self Service Portal, a growing knowledge base populated by first-line operators, and automated forms and workflows to cut double handling and reduce touchpoints (for example in Estates). Since launching the Self Service Portal in June 2018, Keele University has seen a measurable 10% drop in incidents logged, faster cross-departmental responses, and wider adoption of TOPdesk across 18 additional departments.

Keele University

Sandra Gillham

Keele University