Key results
Email Volume Reduction
46%
FCR Improvement
43%
Call Volume Reduction
31%
Result highlights
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The story
An Australian university ranked in the top 2% globally serves 45,000 students and manages 500,000 annual support tickets.
Students and staff struggled to navigate a fragmented ecosystem of 28 separate portals, 9,000 web pages, and 70,000 SharePoint sites. This complexity...
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Quotes
“We needed a robust, scalable, and secure platform to enhance service delivery across all functions. ServiceNow was the standout choice because of its AI-powered platform and one data model. We could see great potential in elevating service excellence and customer satisfaction.”
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The company
Griffith University
griffith.edu.auPublic research university with campuses across South East Queensland.
IndustryEducation & Training
LocationBrisbane, QLD, Australia
Employees5K-10K
Founded1971
Scope & timeline
- 87% increase in overall self-service rate
- IT self-service rate increased from 21% to 63%
Implementation partner
N
Nexon Asia Pacific
nexon.com.auImplemented ServiceNow and partnered with Griffith to ensure correct design decisions for its platform.
IndustryTechnology
LocationSydney, NSW, Australia
Employees251-1K
Founded2000