Integrated contact and knowledge management in the Cloud: Lessons to be learnt from Holland

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Posted on: 5 October 2012
By: mackene
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Filed under: News

The University of Groningen has more than 5,000 employees and around 28,000 students. So many students means a considerable volume of questions, particularly at the beginning of the academic year. In 2009, the university opted for multi-channel customer service delivery in the cloud to resolve the challenge of an over-stretched student information services resource delivering inconsistent answers to information requests and peak time overloads. Now, three years on, with the vast majority of students opting to have their questions answered digitally in their own time and University staff having more time available to deal with more complicated requests, the same solution has been deployed across the rest of the organisation including the HR department responding to internal staff questions. This case study is now serving as an example in the teaching sector and serving as a guide for other educational institutions throughout Holland. Further details are available online.

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