it service management

New Customer Alert: Kasetsart University Thailand

Published November 03, 2017

Kasetsart University Thailand: Improves the student experience & increases customer satisfaction using Smart Service Desk

The Challenge

Kasetsart University, selected Smart Service Desk to improve collaboration and service desk experience for students and faculty. Prior to implementing Smart Service Desk, behind the scenes, students were often required to deal with each office individually to resolve an incidents and service requests. In many cases, enrollment, student billing, IT Services and financial aid were interdependent.

Why the Smart Solution

Kasetsart University decided to consolidate these three silo-ed customer helpdesks to a single “One-Stop Customer Service” center, which will provide unique single point of contact for all Services.

Kasetsart University, Service Desk Solution Requirements were as follows, which were implemented using Smart Service Desk Suite.

  • Maintain, track, and analyze end user incidents and service inquiries
  • Share information, keep audit, and track follow up action on a customer
  • Triage more complicated issues to appropriate specialists until issue is resolved, using hierarchal or functional escalations.
  • Get proper KPI metrics for service delivery
  • Service customers – undergraduate, graduate and post graduate students

The Results

By leveraging the power of Smart Service Desk Integrated suite of ITSM solutions, Kasetsart University created a more streamlined customer service leaving students with increased overall customer satisfaction and user experience. As a result of combined customer service approach, it is also expected the offices involved will gain efficiencies in service delivery and operations.

“I have to say that Smart Service Desk, struck me from the start as a professional company, who would work with us to achieve our customer objectives.”

Sutthichai Preamsiriniran, CEO OpenVision Thailand


About Kasetsart University

Kasetsart University is a public research university in Bangkok, Thailand. It was Thailand's first agricultural university and Thailand's third oldest university. It was established on 2 February 1943 to promote subjects related to agricultural science. Since then, Kasetsart University has expanded its subject areas to cover economics, business administration, veterinary medicine, engineering, science, social sciences, humanities, education, and architecture.


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About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.