Case Study: Millfield School achieves 48.5% growth in self-service ticketing and professionalised service delivery with TOPdesk

Millfield School - Customer Case Study

Millfield School, a leading UK independent co-educational school with two sites, needed to replace a basic bespoke SharePoint IT service system to better manage tickets, reporting and multi-department support while keeping costs down. Facing tight education-sector budgets, the IT team selected TOPdesk as their helpdesk/service management platform to give them more scope for development, improve visibility across sites, and support future onboarding of additional departments.

TOPdesk was implemented for call management, a self-service portal, contract management and a knowledge base, and has been extended into estates, operations and other teams. The vendor’s solution delivered a cultural shift from staff calling IT directly to using the portal, automated status updates, and better contract reminders — resulting in a 48.5% growth in tickets logged via the self-service portal and a more professional, scalable service offering while keeping costs manageable.

Millfield School

Helen Jones

IT Services