Case Study: NMIT consolidates 30 shared inboxes into one Deskpro help desk
Key results
The challenge
NMIT, a New Zealand polytechnic, ran its customer support across 30 shared inboxes in Outlook, which limited transparency and productivity. It also lacked a knowledge base for students and prospective students.
The solution
NMIT moved to Deskpro to consolidate those inboxes into a single help desk, adopting ticketing, SLAs, multi-brand help centers and a knowledge base.
“Our aim is to provide the best service for our staff and students and I feel like we have found the best help desk software to help us succeed reaching our goal.”
OBOlly BarrettMarketing Systems Co-ordinator, NMIT
The results, in context
NMIT consolidated 30 shared Outlook inboxes into one Deskpro help desk, and its agents fully transitioned to the new system within two weeks. Over 25% of the content on the NMIT website is now contained within the Deskpro knowledge base.