The University of Sunderland was running helpdesk functionality through a service it called Gateway. This process meant that inquiries were handled by a large number of different teams scattered across both the Sunderland and London Campuses.

The University was looking to consolidate these services to improve the student experience and make the way the staff works more efficiently. Part of the consolidation exercise was to re-evaluate current Gateway processes and revise these to meet the changed shape of the University 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, whilst optimizing costs.