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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