Case Study: Waikato Institute of Technology (Wintec) achieves 97% customer satisfaction with Zendesk Messaging

Wintec drives 97% customer satisfaction across multiple departments

Wintec, one of New Zealand’s largest institutes of technology serving about 15,000 students, faced a growing support challenge: rigid, ITIL-governed legacy systems that hampered transparency and responsiveness across dozens of cloud platforms and services. ITS needed an intuitive, integrated solution that enabled self-service, deeper integrations, and freed engineers to support users in the field.

Wintec implemented Zendesk Support, Chat, and Guide across six departments, creating a single user-request database, a public “Student Voice” help center, and proactive communications. The change boosted visibility and faster resolution—customer satisfaction climbed to 97% by 2019, ticket volume fell 24%, and fewer staff now manage the queue while service engineers spend more time helping users directly.

Waikato Institute of Technology (Wintec)

Bradley Vines

Director, Information Technology