The University of Sunderland wanted to set up a centralized student support desk functionality through a one-stop center for all student inquiries, internally referred to as Compass. This process meant that inquiries that were previously handled by many different teams scattered across both the Sunderland and London Campuses, needed to be brought under a single umbrella.

The University was looking to consolidate these services to improve the student experience and make staff workday more efficient and streamlined. Part of the consolidation exercise was to re-evaluate current processes and restructure these to meet the newly emerging University’s academic and support services structures. More importantly, this effort was meant to enable a centrally located resource base to manage a growing number of customer engagements, while optimizing costs.