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

Wintec drives 97% customer satisfaction across multiple departments

Wintec, the Waikato Institute of Technology, is one of New Zealand’s largest institutes of technology and serves about 8,400 students across multiple departments. Its IT and Facilities team was managing support through a mix of phone, email, and spreadsheet-based systems, which created inefficiencies, limited visibility, and made it harder to prioritize and track requests consistently. Wintec chose Zendesk Support to improve service for students, staff, and the wider community.

With Zendesk Support, Wintec expanded from its IT and Facilities team into Student Enrollment and Student Records, and later into 17 other student front office departments. The platform gave staff a central place to handle requests, improved response times and internal communication, and let managers track progress and performance more easily; Wintec also reported 97% customer satisfaction. Allan Crome said the system was simple to configure and implement, with one rollout completed in a week.

Waikato Institute of Technology (Wintec)

Nichola Haira

Service Management Manager