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Oxford Brookes University Case Study

Oxford Brookes University delivers information services to students and staff using cloud-based service desk telephony solution from Puzzel.


Calls per month


The requirement

To deliver consistent levels of service and accelerate response times to students and staff, Oxford Brookes University required a cloud-based call centre solution that could automate call routing and tangibly measure the performance of the IT service desk.

“Our service desk needed bringing up to date. As a well-established university, praised for being at the forefront of teaching and research, our students and staff expect exceptional levels of support and customer service. The time had come to rethink our approach to running the vital information service.”

Service Desk Manager

The solution

The switch-over to Puzzel’s (formerly Intelecom’s contact centre entity) contact centre solution was faultless thanks to the latest cloud-based technology and intuitive nature of the solution. After turning off the old system one day, the service desk was up and running with the Puzzel platform the very next day without any glitches.

The Puzzel solution enables staff to see who is doing what and when, meaning work can be spread more evenly between team members. Managers have complete visibility of overall service desk and individual analyst activity.

Should staff need to evacuate campus buildings or adverse weather prevents travelling into work, they simply log into the system using mobile phones without any interruption to service quality.

The results

Puzzel’s cloud-based solution guarantees consistent call handling and improved service delivery all year round.

Puzzel’s powerful reporting dashboard gives managers a complete picture of service desk and individual analyst activity.

Puzzel helps maximise staff resources and identify gaps in training.

Automatic, skills-based routing prioritises calls and delivers local knowledge.

Here’s what Oxford Brookes University had to say

“In just one year, our Service Desk has been transformed. From simply responding to user requests we have now created a reliable framework that empowers our staff, boosts customer satisfaction and gives us the evidence we need to make relevant service improvements. Puzzel provides us with excellent support as well as a highly adaptable platform that goes beyond the IT Service Desk, essential to attracting the best students and maintaining the enviable status of Oxford Brookes as a leading modern university.”

Service Desk Manager