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

Wintec drives 97% customer satisfaction across multiple departments

Wintec, the Waikato Institute of Technology in New Zealand, supports about 15,000 students and 800 staff but was hampered by rigid, legacy ITIL-driven service tools that made support slow, opaque, and hard to scale across multiple departments. ITS needed a more flexible, integrated system that enabled self-service, better user communication, and freed engineers to work directly with students and staff.

In 2015 Wintec adopted Zendesk Support and Chat, creating a single request database across six departments, rolling out a public help center and proactive communications. The change improved visibility and staffing, lifted CSAT from the mid-90s to 97% by 2019, cut ticket volume by 24%, and allowed engineers to spend more time in the field and on user-focused projects.

Waikato Institute Of Technology

Bradley Vines

Executive Director